Loyalty Program Manager

3 weeks ago

Vancouver BC, Canada COBS Bread Full time

Loyalty Program Manager (Marketing) – Hybrid

We are looking for a digital savvy, passionate and driven Loyalty Program Manager to join our COBS Bread team in Vancouver, BC or Toronto, ON

Reporting to the Senior Marketing Manager – Digital Customer Experience, your main responsibilities will be to lead, grow and manage the COBS Bread Loyalty program to build customer brand loyalty, retention, and growth for the business.

Loyalty Program Strategy

  • Lead, grow, and manage the COBS Bread Loyalty Program to build customer brand loyalty, retention, and growth for the business
  • Development of an innovative and overarching loyalty program strategy that builds brand loyalty, transactions, and sales growth for COBS Bread, with focus on delivering seamless customer experience and optimizing investment
  • Build the loyalty strategy to increase consumer and franchisee engagement with objectives of driving customer acquisition and retention, increase in customer visitation frequency, growing customer lifetime value, and contributing to growth of bakery sales
  • Identify and implement program enhancements to deliver best in class digital customer experience and simplicity of execution in bakeries.
  • Leverage customer insights to delivery increased customer loyalty, new customer acquisition and marketing efficacy.
  • Define data-driven analytics plans to understand guest behaviour and identify opportunities to improve their experience
  • Responsible for overall program measurement and insights through member and segment level analysis and identifying long-term opportunities, aligning with holistic digital customer experience strategy
  • Regularly analyze and interpret data to identify key customer insights and share with relevant stakeholders
  • Liaise with the Australian Marketing team to develop loyalty platform and customize for North America, and to ensure alignment with platforms and roadmaps

Budget Management

  • Develop and maintain an investment strategy across all loyalty channels.
  • Forecasting future expenditure requirements and budgeting to achieve business objectives including setting ROI benchmarks.
  • Manage activity against agreed budget, timelines and KPIs.
  • Review monthly expenditure to ensure within budget.

Requirements

What You Bring to the Table

  • 5+ years’ experience delivering proven business results for a loyalty program, preferably for a large consumer retail brand
  • Degree qualified in Marketing/Business
  • Demonstrated skills in developing, leading, and implementing Brand Loyalty & Analytics
  • Proven experience successfully driving digital customer experience across loyalty and digital platforms
  • Experience working within loyalty platforms essential
  • Experience with digital analytics, managing attribution and data driven marketing strategies that deliver demonstrable business outcomes
  • Proven experience in leading a team through change management and ability to navigate through transition periods
  • Experience in food service or retail mandatory, experience in franchising would be beneficial
  • Proven experience in successful internal & external stakeholder management
  • Demonstrated experience managing the successful end to end roll out of a digital transformation project of a similar scale

What’s in it for You

Not only do we have fresh COBS Bread product delivered daily to our Support Office, we offer some pretty sweet perks too

  • Flexible work arrangements with a combination of working in the Vancouver Support Office and remotely
  • Competitive salary and vacation plan, and company bonus plan
  • A great Extended Health & Dental Benefit, Group RRSP Matching and Health Spending Account
  • Paid sick and personal leave days, mental health day
  • Subsidized wellness program, and paid day for community service/volunteer time
  • An open, ‘continuous-learning’ environment where professional development and career progression is encouraged
  • Work within a dynamic, driven, high-achieving, close-knit and fun-loving team
  • High level of autonomy and responsibility
  • Complimentary self-serve kitchen of fresh produce, deli meats and of course, COBS Bread and treats

We thank all applicants for their interest in COBS Bread but would like to advise that only applicants shortlisted for interview will be contacted.

We are an equal opportunity employer and value diversity at our company.

About COBS Bread

With over 150 locations, COBS Bread serves fresh and delightful baked goods to communities across Canada. Any unsold items are donated daily to various local charities and food banks. The company’s success can be attributed to the quality of our product, the development of our people and our warm and friendly customer service.

COBS Bread is part of Bakers Delight – Established in 1980 operating as Bakers Delight in Australia and New Zealand, and since 2003 as COBS Bread in Canada and the USA. Together we have grown to more than 700 bakeries across Australia, New Zealand, Canada and the USA. The entire network employs over 15,000 people, serving more than 2.1 million customers each week.

Accessibility

Accommodation is available upon request for applicants and employees with disabilities. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure you have access to a fair and equitable process. Any information received relating to accommodation will be addressed confidentially.

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