CRM Product Owner

**ABOUT THE COMPANY**

Welcome to New Look Vision Group Inc. (NLVG), recognized as one of Canada's Best Managed Companies. As part of our family, you become part of a company that promotes core values such as transparency, ambition, respect and accountability.

Our company has an impressive network of 490 stores, including 423 in Canada and 67 in the United States. Since 2013, under the leadership of our current team, GVNL has grown dramatically.

Working with us means working for a leader in optical in Canada that puts the well-being of its customers and employees at the heart of its concerns. Our commitment to customer satisfaction and team well-being is at the center of our mission.

We pride ourselves on maintaining a friendly working atmosphere and creating a positive and stimulating environment. At GVNL, we strongly believe that corporate culture and mutual aid are essential to achieving our common goals. We are more than a successful company, we are a community that grows together.

Join us at New Look Vision Group, where vision goes beyond eyewear, and together, we are shaping the future of optics while promoting transparency, ambition, respect, and accountability.

**JOB SUMMARY**

You’ll oversee the continuous evolution of our CRM ecosystem, spanning iconic brands like New Look, Iris, Greiche & Scaff and Vogue Optical. Collaborating with business stakeholders and technical partners, you'll transform business needs into scalable, data-driven CRM solutions that strengthen customer loyalty and operational efficiency.

As a key member of the Omnichannel team, you will report to the Senior Director, Digital Growth, and work closely with retail, CRM, marketing, IT and ecommerce partners to ensure that every customer touchpoint is grounded in data and insight. A significant part of your focus will be on enhancing in-store customer experiences through smarter CRM integration, empowering frontline teams and supporting retail objectives. You’ll complement this with CRM campaigns that deliver measurable impact across all customer touchpoints.

This is your chance to take full ownership of a growing CRM ecosystem in a purpose-driven, people-first company. You’ll be at the forefront of customer experience innovation in a dynamic retail and digital environment—where vision goes far beyond eyewear.

**WHO ARE YOU?**

You are a strategic and data-driven thinker with a hands-on approach and a passion for turning customer insights into action. You balance technical knowledge with strong business acumen and thrive in high-growth, fast-paced environments. You're a natural collaborator and educator, capable of simplifying complex systems and inspiring teams to adopt CRM best practices.

**RESPONSIBILITIES**
- Define and execute the CRM vision and roadmap, aligned with business objectives.
- Lead the implementation and evolution of Microsoft Dynamics 365 CRM and Microsoft Customer Insights & Journeys.
- Develop and refine segmentation, personalization, and automated journeys that enhance engagement and drive loyalty.
- Collaborate with cross-functional teams across banners to align CRM strategies with their customer lifecycle needs.
- Oversee platform integrations and ensure smooth data flows between CRM, e-commerce, analytics, and other tools.
- Monitor and analyze CRM performance metrics to continuously improve processes and results.
- Act as the internal CRM evangelist, providing training, documentation, and support to stakeholders.
- Stay current with CRM, privacy, and customer engagement trends, and recommend forward-thinking solutions.
- Respect the health and safety measures put in place.
- Carry out the necessary activities while respecting the policies, work procedures, training, norms, and established standards.
- Assist their superior and colleagues in carrying out all of their activities, when required.
- Perform any other related tasks and in other departments as needed.

**SKILLS**
- 5-7 years of CRM experience in retail and omnichannel, ideally in multi-brand environments.
- Advanced proficiency in Microsoft Dynamics 365 CRM and Microsoft Customer Insights & Journeys.
- Strong experience with SendGrid and Twilio.
- Solid grasp of CRM integrations, API connections, and marketing automation workflows.
- Analytical mindset with a passion for turning data into action and measuring performance.
- Excellent verbal and written communication skills in both technical and business contexts.
- Self-starter with an ownership mentality, proactive and results oriented.

**QUALIFICATIONS**
- Bachelor’s degree in Marketing, Business, Information Systems, or a related field.
- Certification in Microsoft Dynamics CRM or equivalent platform (an asset).
- Bilingualism, French and English.

**WHY US?**
- Work with motivated and passionate teams
- Evolve in a work environment that values family spirit and a positive collaborative climate
- Be part of a company that fosters a good work climate, with a strong team spirit and co