Loyalty Manager

1 week ago

Toronto, Canada Tokyo Smoke Full time

Reporting to the Director, Marketing, the Manager, Loyalty, will be responsible for effectively managing the customer loyalty program insights and data analytics function and supporting the implementation of marketing campaigns designed to increase customer retention and engagement. The Manager, Loyalty is responsible for conducting, managing and reporting insights and strategies for marketing to gain a deeper understanding of 2161907 Alberta Ltd. (Brand License holder Tokyo Smoke Ontario)’s membership behavior and promotional opportunities.

**Key Responsibilities**
- Develop deep understanding of the data and analytics requirements of Tokyo Smoke in Ontario, in order to build the function in such a way that it will support the retention and loyalty of customers.
- Collaborate with senior leadership and key work teams to establish objectives of the loyalty program analytics function.
- Lead the company’s loyalty marketing campaigns, including the generating ideas for roll out and implementation of a promotional program
- Development of loyalty marketing strategies and tactics
- Working with the internal team and analysts, Provide data-driven information on which to make decisions, and also proactively identify performance trends and recommendations.
- Manage the customer data, reporting and analytics strategy for the loyalty program.
- Maximize 2161907 Alberta Ltd. (brand license owner Tokyo Smoke Ontario)’s understanding of retail customer behaviour through identification of loyalty trends, insights and recommendations that will inform strategy and enhancements to marketing programs.
- Develop relationships with other companies and organizations to leverage promotional opportunities in a timely manner
- Responsible for interpreting customer data and analyzing results using statistical techniques
- In collaboration with internal teams, clearly define scope of campaign, objectives/targets, content development and measurement strategy with a focus on pre and post campaign analysis and data collection. Utilize campaign performance data to compile insights, takeaways, and key learnings to share with stakeholders.
- Build custom reports and analytics to understand performance of loyalty program and customer campaigns and utilize insights to identify performance improvement opportunities.
- Oversee and support generation of monthly standard reports
- Build and maintain key customer and program dashboards aligned to KPI’s
- Act as SME for customer loyalty & retail analytics methodologies

**Key Qualifications**
- 3-5 years of loyalty program and customer analytics experience in a similar role
- Post-secondary degree in business, Economics, or Marketing Analytics
- Expertise in database management, statistical tools, data modeling and business intelligence technologies
- A results-driven individual with a passion and curiosity for driving better business decisions using data & insights
- Direct people management experience or experience managing dotted line resources on projects
- A strong understanding of consumer and market analysis to ensure that all programs and promotional activities are insight-led, reflecting current trends and market conditions as well as past performance analysis for the development of promotional strategies and planning.
- Strong 3 party partnership and relationship management
- Strong experience with loyalty programs, campaign execution, CRM, and customer analytics
- Ability to self-manage, take initiative and demonstrates exceptional collaboration skills
- Possesses strong oral, written communication skills with experience presenting to senior stakeholders
- Proven ability to analyze diverse data sets including key performance metrics, competitive data and financial data
- Ability to effectively manage multiple projects with competing deadlines
- Strong attention to detail and understanding of data integrity standards
- Ability to do limited travel to retail stores or downtown office

**Job Types**: Full-time, Permanent

Schedule:

- Holidays
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Toronto, ON

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