Program Manager, Loyalty

1 month ago

Montreal, Canada Groupe Dynamite Full time

PROGRAM MANAGER, LOYALTY


Groupe Dynamite is seeking an experienced and passionate Program Manager to grow Garage and Dynamite’s new loyalty program. This role is for a person who is a strategic thinker, highly organized, puts customers first, and enjoys collaborating across a wide range of teams.

Reporting to the Director of Loyalty & CRM, you will have the opportunity to drive the loyalty program’s business vision & customer retention objectives for the Garage and Dynamite banners into a comprehensive marketing strategy and product roadmap. In this people manager role, you will get to partner with the Marketing and E-comm teams on brand experiences such as community events, exclusive invites, and exclusive member products. You will also lead as the Program Owner, managing a product backlog alongside your dedicated scrum team, focused on implementing new features and improvements for the loyalty program.

As the Manager of this loyalty program, you will get to bring new, innovative ideas to the table, and make a strong case for prioritizing them. You will also be joining a team of like-minded makers, innovators, and builders who share a commitment to putting the customer first and delivering outstanding customer experiences.

Key Responsibilities:

  • Own the performance of the loyalty program and deliver a plan to meet business targets and grow the membership and engagement within the program;
  • Collaborate with the Marketing, Creative Services and E-Comm teams on a strategic plan that grows engagement with our brands, such as community events, exclusive invites and loyalty-exclusive products, in addition to contributing to key seasonal campaigns from the loyalty program perspective;
  • Lead as the Product Owner of loyalty, and partner with your scrum team to develop and prioritize your product roadmap of new features and enhancements;
  • Track, monitor and drive insights towards improving the program through reporting, data analysis, and customer feedback;
  • Build business cases, define goals and KPIs to measure success of your loyalty initiatives and roadmap;
  • Maintain strong relationships with your peers on Product, Technical, Creative, and Marketings technical teams;
  • Drive feature development from ideation through launch and beyond;
  • Deeply understand the customer, both individual brands’ (Garage and Dynamite) businesses and think creatively about how to create elevated, engaging and personalized customer experiences;
  • Research the industry, competitive landscape, market and technology trends, and customer needs to evolve strategic plans by constantly identifying gaps and opportunities, to allow us to become market leaders;
  • Conduct user testing to better understand how customers interact with current products and evaluate market fit of future ideas.

To qualify for this role, you must have…

  • A bachelor’s degree in a related area such as business management, finance, marketing or computer science;
  • 5+ years of experience leading a loyalty program, strategic management, marketing management or product management;
  • Ability to oversee a product roadmap and understand development projects with moderate to high complexity;
  • Experience working in an Agile environment;
  • Exceptional stakeholder management skills and strong attention to detail;
  • Strong numerical skills for monitoring and actioning KPIs, digging into data for added insights, and building financially compelling business cases;
  • Demonstrated ability to prioritize and manage competing tasks in a fast-paced, highly ambiguous environment;
  • Superior written and verbal communication skills; presents effectively to a senior audience;
  • Deep empathy for the customer and a love of problem solving for them;
  • Previous experience with the Salesforce product suite is a plus;
  • Experience in a fast paced consumer-focused industry;
  • People management skills preferred;
  • Ability to build strong, collaborative relationships across functional teams.

To be a great fit, you must be...

  • Autonomous. You can take full ownership of the work, have a strong sense of urgency, and be able to make tough decisions;
  • Data-driven. You have experience using data, and know when to question it;
  • Passionate. You can thrive in an evolving, fast-paced work environment and are never afraid to challenge the status quo;
  • Humble. You understand that impactful work doesn't happen in a bubble and can take criticism;
  • Curious. You don't have to know everything—just be willing to learn;
  • Empathetic. You’ll be at home within an organization that genuinely cares about others.

Over and above a competitive salary and bonus plan, registered retirement savings, and flexible group insurance with personalised coverage that meets your needs, you will be at the forefront of a growing organisation that understands the importance of investing in people.

You and your family can enjoy our employee discount at Garage and Dynamite, private sample sales throughout the year and many other exciting perks, including a very flexible vacation program.

Our promise…

No day will be like the last - we aim to be better today than we were yesterday. We are committed to employment equity.

Candidates that are retained will be called for an interview.

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