Director of customer service Jobs in Laval, QC

Our mission is to connect people to their passions. Our four online stores—Backcountry, Competitive Cyclist, MotoSportand, SteepandCheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content. Backcountry is looking for a Director of Retention to build and deliver data-driven retention initiatives, reinvent our loyalty program, and enhance the overall customer experience through personalized marketing efforts in order to drive repeat purchase, customer loyalty and long-term value. Our Director requires a special fit, someone that is tactical, scrappy, and embraces a small team environment; we are not a startup, but we operate with that creative and curious mindset. We want you to own Retention, be the in-house expert, and push the team to drive innovation and excellence. This role is challenging – above and beyond the day-to-day responsibilities, you’ll have a big role within a fast-paced team. What you get to do every day : Retention Strategy DevelopmentCreate and implement a comprehensive retention marketing strategy tailored to eCommerce customers.Use customer segmentation and behavior data to develop strategies that increase repeat purchase rates and reduce churn.Align retention goals with broader business objectives, such as revenue growth and customer lifetime value (CLV).Lifecycle MarketingDesign and execute lifecycle marketing campaigns (email, SMS, push notifications, and on-site) to engage customers at key stages (e.g., onboarding, post-purchase, reactivation).Develop personalized customer journeys using insights from shopping behavior and purchase history.Loyalty Program ManagementBuild or enhance loyalty programs to incentivize repeat purchases and foster brand advocacy.Track and optimize loyalty program performance, ensuring measurable impact on repeat purchase frequency and average order value (AOV).Collaborate with Product and UX teams to create seamless loyalty experiences on the eCommerce platform.Data Analysis and ReportingLeverage eCommerce and customer analytics tools to track key metrics like purchase frequency, churn rates, CLV, and campaign ROI.Conduct A / B tests to optimize email, SMS, and on-site retention campaigns.Provide regular performance reports and actionable insights to leadership.Customer Insights and PersonalizationUse data to deeply understand customer preferences, behaviors, and pain points.Implement advanced personalization strategies across all marketing channels to improve engagement and conversions.Stay ahead of eCommerce trends, tools, and technologies to continuously enhance customer experience.Collaboration and LeadershipWork closely with eCommerce, Product, and Customer Support teams to ensure a cohesive and customer-centric approach.Build, mentor, and manage a team of retention marketers and analystsPartner with eCommerce and Paid Marketing teams to align retention efforts with acquisition campaigns and product launches.Success Metrics : Increased repeat purchase rate and average order value (AOV).Higher customer lifetime value (CLV).Growth in active loyalty program members and engagement.Improved customer retention rates and reduced churn.ROI from lifecycle marketing campaigns and loyalty initiatives.What you bring to the role : Bachelor’s degree in Marketing, Business, or a related field7+ years of experience in eCommerce retention marketing, with a strong track record of success in customer lifecycle management and loyalty program optimization.Proficiency in eCommerce platforms and marketing automation toolsStrong knowledge of CRM systems and customer data platformsExpertise in data analysis and reporting toolsPrevious DTC eCommerce experience, preferably in a startup or emerging brand environment. Experience with A / B testing, segmentation strategies, and churn prevention.Results Driven with a passion for making change and improvements. Data Driven and can translate data into action. Strong UX / UI understanding with customer experience at the forefront. Strong marketing sensibility and the ability to balance commerce with content. Strong technical and operational skills. Strong communication skills, with the ability to communicate to a varied audience both strategy and detailed business requirements. Proven track record of driving growth and operational improvements. What’s in it for you? Competitive compensation Medical / Dental / Vision benefits through Greenshield- Health Benefits 100% employer paid! Company Provided Life Insurance equal to one year salary RRSP matching 3 weeks’ vacation + 5 Paid Sick Days Birthday off with pay! Paid holidays What our interview process looks like : Depending on the position, our application and interview process may vary, but here are some of the ways we get to know you better : Step 1 : Match most of the requirements and qualifications for the position. We want to chat. A recruiter will reach out to you via email to schedule some time to learn more about our company and get to know you better. Remember, you’re also interviewing us! Step 2 : Our assessments (if applicable to the role) measure your analytical and business acumen. We use them to better understand your expertise. Each person interviewing for the same role receives the same assessment, which helps us evaluate candidates equally and consistently. ‍ Step 3 : Virtual or in-person interviews depending on your location. Our hiring team will learn more about your prior experience and the challenges you’ve faced. Be prepared with detailed examples. Concise and well-organized answers are ideal. ✍ Step 4 : Offer! This is where things get really exciting. We gather all data from your interviews and conduct a final review. If qualified for the position, your recruiter will connect with you via phone to present a verbal offer we know you’ll be excited about. CSC Generation family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws.CSC Generation family of brands is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact [email protected].