Manager, Customer Relationship Management
1 week ago
It's an exciting time to be at OSL Retail Services, working for a people focused company that's at the top of its game. The momentum we've generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we're on the lookout for talented people who share our vision and values and want to join us in this journey. The Company:OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition.Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity. Our Vision is to be the premier sales organization in North America by 2025, enriching the lives of all people and the communities we live in. Our Values are, Belonging, Collaboration, Responsibility, Passion, Over Achievement, and Innovation. The Position:We are currently seeking a Customer Relationship Management Manager. Reporting to the Senior Manager CRM you will take ownership of managing clients CRM campaign planning and execution with highly engaged existing and prospective customer audiences. In this role you will help lead CRM strategy for the client across all business units. The CRM Manger requires the ability to understand how to engage and drive engagement and conversion with client customers base across the businesses for B2C leveraging a combination of customer insights, rewards programs, email and push notification. Responsible for CRM plan activation across B2B & B2C platforms including database management, analytics, lead management, and end user communications.What you're responsible for:Campaign Management and Execution Excellence (70%)Own CRM campaign planning and execution process from concept to execution and improvement. Work closely with CRM AOR to deliver highly personalized campaigns across all CRM channels including Email Marketing, SMS Marketing and Push Notification. Own CRM PN Channel - Planning, management, execution, reporting and improvement Own LCP process ensuring all campaigns are legal compliant Own campaign A/B testing calendar and improvement plan to optimize Open Rate (OR), CTR (Click through rate), CTOR (Click through Open rate), CVR (Conversion) for all channelsOwn automated trigger campaigns. Improve existing trigger campaigns and find opportunities to automate new campaigns.Work as subject matter expert in guiding LoBs on CRM best practices and ensuring best practices are implemented to improve campaign performance & engagement Channel Support and Campaign automation (30%)Manage partner relations with Agency of Record including strategy creation, plan activation, budget, briefs and status meetingsSupport the management of the overall CRM program budget and individual campaign budgets across all business divisionsCollaborate with client head office counterparts to support Global CRM strategy and programsContribute CRM subject matter expertise by educating and guiding the business and marketing teams on CRM best practicesWork with Legal to ensure all customer data integrations and consumers facing commercial Electronic Messages follow Canadian Privacy Laws including PIPEDA and CASLSupport the growth of the CRM marketing database and related technologies in compliance with current Government regulation and future updates To join our team:3+ years' experience in a similar functionExperience in Direct or Digital Marketing in a B2B and B2C environment including database management, email, push notification and SMS marketingExperience managing loyalty programs and/or lifecycle-based communications Experience with marketing automation and analytics tools, including Adobe Campaign, Audience Manager and Adobe AnalyticsExperience with and understanding of complex database marketing techniques including, but not limited to, platform set-up and configurations, segmentation, analysis, data feeds and familiarity with the legal framework around database marketing in CanadaStrong background in customer acquisition, re-engagement and retention strategies Excellent oral and written communication skillsExcellent analytical and problem-solving skillsExcellent presentation skills – ability to distil complex analysis and program recommendations into concise management informationStrong organization skillsProficient in MS Excel, Word and PowerPointWhat we offer:A competitive base salary $105K plus bonus and other perks3 weeks' vacation plus additional flex daysComprehensive benefitsRRSP Matching programTraining and development opportunities to grow your career with one of Canada's Best Managed CompaniesA supportive workplace culture and work environmentIf this sounds like you and you're excited to be a member of our team, pleaseapply now.We thank all interested applicants; however, only qualified candidates will be contacted. This position requires successful completion of a criminal background check.Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.
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Customer Relationship Management Manager
1 week ago
Mississauga, Ontario, Canada OSL Retail Services Inc. Full timeOverviewIt's an exciting time to be at OSL Retail Services, working for a people focused company that's at the top of its game. The momentum we've generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us...
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Mississauga, Ontario, Canada OSL Retail Services Full timeIt's an exciting time to be at OSL Retail Services, working for a people focused company that's at the top of its game. The momentum we've generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new...
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Mississauga, Ontario, Canada OSL Retail Services Full timeIt's an exciting time to be at OSL Retail Services, working for a people focused company that's at the top of its game. The momentum we've generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new...
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