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Director, Customer Engagement

2 months ago

Toronto, Ontario, Canada Roots Full time

Roots is a Canadian retailer seeking a Director, Customer Engagement and Loyalty to deepen customer understanding and drive improvements in engagement, satisfaction, and retention.

The ideal candidate will lead the development and implementation of a data-driven customer retention strategy, including a Customer Loyalty program, and work cross-functionally to develop and deploy key internal customer surveys and assessments.

Key responsibilities include:

  • Developing and implementing a customer retention strategy and associated initiatives to drive measurable increases in customer engagement and loyalty
  • Leading the development and implementation of a Customer Loyalty program
  • Project managing cross-functional execution of prioritized initiatives to ensure on-time, on-budget delivery
  • Staying up-to-date with market trends in strategies and tactics, including new technology approaches and competitor benchmarking
  • Staying up-to-date with best practices in customer privacy, including regulations throughout North America and global markets

Additionally, the Director will:

  • Work with internal analytics SMEs to update definitions and monitor metrics around customer engagement and retention
  • Develop and implement internal measurement approaches and continuous monitoring of customer sentiment
  • Develop relevant dashboards to support ongoing tracking of key performance indicators
  • Work cross-functionally to deepen Roots' understanding of key customer personas
  • Maintain customer journey maps for key customer personas across customer touchpoints

The ideal candidate will have:

  • 8+ years of experience leading teams in retail, brands, CPG, or similar environments
  • Experience developing and implementing customer loyalty strategies
  • Hands-on experience in analysis of large data sets and conducting and managing customer surveys
  • Experience providing business requirements to technology partners
  • Strong sense of ownership and pride in performance and its impact on Roots' success
  • Top-tier critical thinking and problem-solving skills
  • Great interpersonal and communication skills
  • Strong project management skills with the ability to lead and direct indirect resources

Founded in 1973, Roots Canada is a publicly held Canadian lifestyle brand that sells apparel, leather bags, small leather goods, footwear, and active athletic wear with over 100 retail stores in North America and Asia.