Retention Specialist

The Retention Specialist plays a key role on the Retention & Loyalty team.

Enthusiastic and analytical, Specialists have the ability to support business goals as they use tested personalized communications and incentives to influence customer experiences in order to affect customer longevity and represent profitability for their respective brands.

Reporting to the Head of Retention & Loyalty, they will work with different partners across the organisation on the best solutions for customer journey optimization.

RESPONSIBILITIES

The successful candidate will :

• Plan and execute loyalty strategies to support our customer Retention efforts.
• Work hand-in-hand with various internal stakeholders to support both short and long term Retention marketing strategies.
• Communicate campaign metrics and results to stakeholders.
• Define and collaborate on the personalization of the customer experience on and off website.
• Manage internal resources to ensure fixed and variable scope deliverables are delivered on time, on budget, and as specified.
• Produce high-quality proposals, reports and process documents.
• Ability to identify new areas for improvement and development of lifecycle campaigns and to articulate to business leaders.
• Ensure that campaigns, creative briefs and other strategic marketing documents, and the overall campaign calendar accurately reflect marketing objectives, target groups and ROI in-line with the business strategy.
• Responsible for the preparation of summary reports and post-campaign analysis for projects, utilizing business Intelligence resources to ensure learnings and process development.
• Three to five years of digital marketing experience with a successful track record of implementing and managing digital marketing programs in a multi-channel environment.
• In depth knowledge of customer journey optimization best practices with experience in developing and implementing testing strategies across channels, including designing and analyzing contact strategies, automation techniques / tools and customer experience optimization.
• Demonstrated experience with data-driven marketing, A / B and multivariate testing experience, analytics, with a successful track record of implementing and managing different digital marketing Tools.
• Previous experience managing a rewards and / or customer loyalty program.
• Ability to interpret and present data / results (both written and verbal) to stakeholders in engaging and meaningful ways.
• Advanced knowledge of MS Office software applications; advanced Excel is a must.
• Ability to manage and prioritize multiple projects simultaneously within a complex organization.
• Excellent negotiation, influence and relationship building skills.
• Some travel may be required.
• The candidate could be located either in Vancouver, Halifax or Montreal.
30+ days ago