Loyalty & Retention Manager (CRM)
Location
Toronto, ON
Onsite Flexibility
Hybrid 2 3 days per week on-site
Contract Details
Position Type: Contract
Contract Duration: 1 year
Start: As soon as possible
Pay Rate: C$45.00 C$50.00 / Hour
Work Authorization: Applicants must be authorized to work for ANY employer in Canada.
Job Summary
Our client is seeking a data-driven Loyalty & Retention Manager to lead the development and execution of customer engagement strategies focused on reducing churn, increasing customer lifetime value (CLV), and strengthening long-term brand loyalty. This role plays a key part in enhancing the end-to-end customer experience and driving sustained growth. This person will help get a new loyalty program off the ground, owning reporting, customer journeys, data reporting, and resolving issues.
Key Responsibilities
- Develop and execute customer retention strategies to improve loyalty and maximize CLV
- Design, manage, and continuously optimize end-to-end loyalty programs, including rewards, challenges, and exclusive offerings
- Analyze customer data, purchase behavior, and trends to identify churn drivers and generate actionable insights
- Build and execute targeted retention campaigns (e.g., win-back initiatives, personalized offers, multi-touch automated journeys)
- Collaborate cross-functionally with marketing, product, sales, and customer service teams to ensure a seamless customer experience
- Define and track KPIs related to retention performance, including churn rate, repeat purchase rate, and customer satisfaction metrics
- Identify and implement process improvements across onboarding and product adoption to reduce early-stage churn
- Stay current on industry trends, tools, and best practices in CRM, loyalty, and retention marketing
Required Skills
- 3+ years of experience in CRM, loyalty programs, and retention marketing
- Proven ability to analyze customer data and translate insights into effective retention strategies
- Hands-on experience with CRM platforms (e.g., Salesforce) and analytics tools (e.g., Google Analytics, Tableau)
- Experience managing loyalty programs and executing targeted marketing campaigns
- Strong analytical, problem-solving, and communication skills
- Build and deploy emails in loyalty/CRM platforms (Talon.One or similar)
- Experience working in Salesforce Marketing Cloud and/or Talent One
- Proficiency in reporting and analytics
- Excellent communication and client-facing skills
- Fluent English (100%)
Preferred Skills
- Knowledge of Salesforce (beyond Marketing Cloud) a plus
- Experience with Talon.One platform
- Test-and-learn mindset and hands-on approach to platform implementation
- Familiarity with DECIEM or innovative beauty/skincare brands
Work Environment / Physical Requirements
- Hybrid role requiring 2 3 days per week on-site in Toronto
- Must be collaborative, structured, and culturally aligned with the client's dynamic environment
- Hands-on execution with platform tools and email-building required
Key Performance Metrics
- Reduction in customer churn rate
- Increase in customer lifetime value (CLV)
- Growth in program participation and reward redemption rates
- Improvement in CSAT and NPS scores
- Increase in repeat purchase rate
About the Client
Innovative beauty brand parent company behind NIOD, Hylamide, and The Ordinary.
About GTT
GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.
Job Number
26-04471
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