Manager, Customer Loyalty
3 weeks ago
In Swedish, _Fika_ is often translated as “a coffee and treat break,” but it is much more than that. It is a culture, a state of mind, and a powerful concept. One that encourages you to pause and enjoy the everyday beauty in life.
FIKA Cannabis is redefining cannabis retail with a considered approach for the modern cannabis consumer. We embrace a new identity that is sophisticated, stylish and shameless.
To support our growing operations, we are seeking out purpose-driven and passionate people who embrace the FIKA Vision & Values. Our FIKA Family Members come from many backgrounds, united by an authentic motivation to create warm & welcoming environments where people can connect.
If you join our team, you will live our values:
**Build Up + Breathe + Belonging + Bring Yourself**
Currently we are adding a full-time **Manager, Customer Loyalty & Rewards** to our Store Support team.
**In this role you will be leading projects and initiatives related to**:
- Program optimization (member usage, engagement, retention)
- Support with program performance (ROI, new member acquisition, increased frequency, etc)
- Modelling, analysis, & reporting of Key Performance Indicators (KPI’s) for FIKA Rewards
- Managing the day-to-day activities associated with the overall success and growth of assigned programs
- Supporting & identifying marketing opportunities that increase and maintain the program’s share of voice
- Cultivating and contributing to the success of internal cross-functional teams and relationships within Marketing, Store Support, FIKA Shops, Senior Leadership, and others
- Managing all Loyalty related issues / concerns with respect to Customer Care & Business services
**You will thrive in this role if you**:
- Are passionate about building customer loyalty & rewards
- Are well versed in the current marketing and mobile best practices
- Have an entrepreneurial mindset and are self-motivated; action oriented and able to support a variety of responsibilities
- Are an effective and professional communicator with all stakeholders
- Embrace a positive outlook, see the positive in people, situations, and events and persistence in pursuing goals despite obstacles and setbacks
- Operate with quality in mind through attention to detail, accuracy, & completeness, never missing a crucial detail
- Ability to manage in an environment of change and ambiguity while maintaining outcome focus
**Selection process**:
- Have a minimum 5 years’ experience in Retail Management & Operations
- Have strong understanding of Retail Operations and service, i.e. the customer journey
- Are experienced with direct marketing, advertising, direct response, sales management, or loyalty marketing
- Proactively identify opportunities, take initiative, and foresee any inaccuracies
- Have exceptional organizational and follow-through skills, never missing a deadline
- Have strong communication skills and establish and build business relationships with the team
- Post-secondary education in Marketing preferred
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