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Director, Customer Engagement and Loyalty

2 months ago

Old Toronto, Ontario, Canada Accoravillage Full time
About the Role

We are seeking a seasoned professional to join our team as a Director, Customer Engagement and Loyalty. As a key member of our organization, you will be responsible for developing and implementing a data-driven customer retention strategy that drives measurable increases in customer engagement and loyalty.

Key Responsibilities
  • Strategy Development and Implementation
    • Lead the development and implementation of a customer retention strategy and associated initiatives that drive measurable increases in customer engagement and loyalty.
    • Develop business cases and conduct ongoing ROI analysis of retention investments made, to continuously optimize investments and prioritize initiatives.
    • Project manage cross-functional execution of prioritized initiatives to ensure on-time, on-budget delivery.
  • Customer Loyalty Program Development and Implementation
    • Work cross-functionally to define and implement a best-in-class Customer Loyalty Program, with measurable impact on customer engagement and retention.
    • Define approaches to levers like offers, experiences, communications, and others.
    • Utilize a 'Test and Learn' iterative approach to enhance and scale over time.
  • Customer Insights and CRM
    • 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.
  • Technology
    • Work with technology teams (internal and external) to build the technical foundation required to achieve strategic goals.
    • Proactively manage a prioritized technology roadmap for relevant new tools and features by identifying key opportunities, gaps, and issues, building requirements, and participating in the larger eCommerce sprint management process.
  • Team Management
    • Build out a versatile team to support team mandate as the scale of the Customer Engagement and Retention program develops.
    • Ensure a productive and positive team culture.
Requirements
  • 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 in conducting and managing customer surveys.
  • Experience providing business requirements to technology partners.
  • Strong sense of ownership and pride in your performance and its impact on our 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.