CRM Manager (18-Month Contract)

Reporting to the Senior Manager, Digital Marketing, Website, Content & CRM, the CRM Manager is responsible for leading Lindt Canada's omnichannel Customer Relationship Management and loyalty strategy to drive customer acquisition, engagement, retention and revenue growth across retail and eCommerce channels.

Key Responsibilities

• Develop and execute Customer Relationship Management and loyalty strategies that drive customer acquisition, engagement, retention and revenue growth

• Lead email marketing campaigns, automated communications and customer lifecycle programs across retail stores and eCommerce channels

• Build customer segmentation and personalization strategies that improve engagement, conversion and retention

• Analyze customer, campaign and loyalty program data to identify trends and develop actionable business recommendations

• Manage Customer Relationship Management reporting, dashboards and performance metrics while communicating insights to key stakeholders

• Develop and optimize customer journeys, triggered communications and testing strategies to improve campaign effectiveness

• Maintain the Customer Relationship Management campaign calendar while balancing Retail and Marketing priorities

• Collaborate with Retail, Brand, Finance, Information Technology, eCommerce and agency partners to deliver integrated customer experiences

• Lead loyalty program initiatives including member acquisition, adoption, training and continuous program enhancements

• Manage relationships with external agencies and global partners to support Customer Relationship Management strategy and execution

• Support coupon management, user acceptance testing activities and issue resolution for loyalty program improvements

• Present customer insights, loyalty program performance and strategic recommendations to cross-functional stakeholders

Qualifications

• Bachelor's degree in Marketing, Business, Commerce or a related field

• Minimum three years of experience in email marketing or Customer Relationship Management, preferably within Retail or Consumer Packaged Goods

• Experience working with Customer Relationship Management platforms and marketing automation tools

• Strong analytical skills with the ability to translate data into actionable business recommendations

• Experience developing customer segmentation strategies, lifecycle marketing programs and customer journeys

• Experience conducting testing and optimization initiatives to improve campaign performance

• Strong project management, organizational and prioritization skills

• Excellent written and verbal communication skills

• Proven ability to work collaboratively across multiple teams and stakeholders

• Ability to work effectively in a fast-paced environment with changing priorities

• Experience with Selligent Marketing Cloud or similar marketing automation platforms

• Experience with Power BI or similar business intelligence tools

• Experience writing and editing marketing communications