Manager, CRM and Loyaulty

6 months ago

Boucherville, Canada Rona Inc. Full time

**Temporary position (18 month)**
- **Our Hybrid Workplace Policy establishes that associates need to have a reliable transportation to and from our corporate head office located in Boucherville (Quebec), to come to the office on a regular basis.**:

- **We require all our head office associates to be proficient in French, spoken and written.**:

- **3 days office / 2 days home**

At RONA, over 22,000 employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service some 425 corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA, Réno-Dépôt, and Dick’s Lumber banners are well equipped to help meet the needs of all DIYers and contractors.

You’ve got the talent? We’ve got the tools Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So, if you’re looking to do what you love, we could be a perfect match

**Our expectations**

Reporting to the Director, CRM and Loyalty, the Manager, CRM and Loyalty is responsible for customer relationship management (CRM) initiatives for professional customers (Pros). The incumbent participates in creating customer segmentations, personalized offers, and customer journeys to improve customer loyalty toward our banners, among other things. He/She manages the execution of targeted loyalty and retention strategies, programs and tactics with a customer-centric, personalized approach, and ensure maintenance and evolution of his/her projects. He/she also analyzes results and offers actionable recommendations for continuous improvement. They must develop a sufficient comprehension of customer data in order to deliver his/her projects adequately. The incumbent must place customer at the heart of his/her thought processes, analysis and recommendations to continuously create the best customer experience possible, within a multi-channel universe. Finally, the incumbent regularly collaborates with other internal teams (Marketing, Operations, IT) and external partners.

**Your role**
- Understand our professional customers’ behaviors and lifecycle in a multi-segment and multi-brand (RONA, Réno-Dépôt) context, by leveraging customer data and knowledge from other business functions (Operations, Marketing, Merchandising, etc.)
- Manage a variety of personalisation and customer relationship management (CRM) projects: identify business needs and goals, onboard required collaborators, define business rules, solve issues, communicate progress, share results, suggest improvements and evolutions, document work, etc.
- Collaborate daily with external partners and internal colleagues, support other functions’ business needs (Operations, Marketing, Merchandising, etc.) to reach business objectives towards professional customers.
- Understand our customer databases’ data architecture, identify possible issues and find solutions to deliver projects adequately. Collaborate with IT team and Salesforce Marketing Cloud (SFMC) Solution Architect
- Participate in elaborating the CRM strategy, ensure its deployment and support day to day operations when needed.
- Manage targeted CRM offers, determine the strategy and its evolution, supervise its implementation, test different types of offers, analyze financial results, understand its impact on customer retention, recommend improvements.
- Create targeted audiences for customer journeys and personalized campaigns in the Customer Data Platform (CDP). Collaborate with data scientists when needed.
- Leverage customer data outside the CRM and Loyalty team for the benefit of the entire company. Educate other teams using demonstrations and business cases.
- Regularly communicate and present our key performance indicators (KPI) results, be able to explain them. Share project results, demonstrate the CRM and Loyalty team’s contribution to business success.
- Stay current on loyalty marketing, personalization and CRM trends and challenges, implement best practices.
- Manage a team (one CRM Specialist)

**The qualifications we are looking for**
- University degree in business administration, with a specialization in marketing or e-commerce, or any equivalent combination of experiences and education
- Experience with a customer data platform (an asset)
- Experience with Salesforce Marketing Cloud (SFMC) (an asset)
- Good understanding of the concept of customer segmentation (categorizing customers according to their purchasing habits, interests, projects, or trades) and of how to use data to create key segments to reach our organization’s goals.
- Good understan

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