Specialist, CRM

At Lowe’s Canada, over 26,000 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 450 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 Lowe’s, RONA, Reno-Depot, and Dick’s Lumber banners are always looking for dedicated employees 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. All that in a work environment that offers a lot of flexibility because the well-being of our teams is an everyday priority.

So if you’re looking to do what you love, and to grow and evolve within our family—one of the best employers in Canada according to a recent Forbes survey—we could be perfect for each other.

**Workplace**:
Our head office being located in Boucherville, on the South Shore of Montreal, we know that some of our employees are concerned by the roadwork being carried out in the Louis-Hippolyte-La Fontaine tunnel. That’s why we stood up an in-house advisory committee and implemented new work policies that provide our teams with even more flexibility, no matter where they live. Whether it’s working from home or having flexible hours - when a role requires employees to be physically present at the office -, we are constantly revaluating our practices to provide the best possible work environment to our employees.

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**Our expectations**:
Reporting to the Manager, the Specialist, Loyalty helps manage the loyalty program for professional customers (DIY). The incumbent will take part in the creation of customer segmentation, personalized offers, and customer journeys to increase customer loyalty toward each banner. They will oversee the execution of various loyalty tactics and work on program maintenance and evolution. In collaboration with the Analyst, Loyalty, they will also analyze results of various projects and offer actionable recommendations for continuous improvement. Through a customer-centric approach, analyses, and recommendations, the Specialist, Loyalty strives to always create the best possible experience in an omni-channel setting. The incumbent will also regularly collaborate with other teams, such as Marketing and IT, and with external partners.

**Your role**:

- Support the DIY customers offer personalization strategy (e.g., segmentation, communications touchpoints and frequency, creation of targeted offers)
- Become a power user of our new customer data platform so that they can use all modules and functions (e.g., audiences, campaigns, reports) and create customer segments and promotions on the platform
- Support the Manager, Loyalty with the evolution and management of the DIY loyalty program
- Participate in the evolution of the DIY app
- Help create DIY customer journeys related to the loyalty program, and gain an excellent understanding of our consumers’ behaviour in order to increase their loyalty toward Lowe’s Canada’s banners
- Manage the implementation of personalized offers from start to finish (from creation brief to quality control and online launch)
- Participate in the development of short-term, long-term, and tactical plans aligned with Lowe’s Canada’s loyalty strategy
- In collaboration with the Analyst, Loyalty, measure the performance of ongoing initiatives (e.g., segmentation, personalized offers) and offer recommendations for continuous improvement
- Participate in the development of the loyalty program membership acquisition strategy and support its execution
- Stay current on loyalty marketing trends and challenges and share your findings with the team in order to achieve best practices

**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)
- 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 understanding of retail needs and of consumer behaviour within that context
- Strong focus on optimizing customer experience and ability to develop an experience adapted to an omni-channel context
- Knowledge of the Web and best practices (an asset)
- Exposure to driving or supporting personalization activities on a large scale
- Inquisitiveness and a strong desire to learn and t