Chef(fe), Gestion de la relation client et fidélisation – Nutrition (Montréal)

The Opportunity

This position is based at our St-Laurent office within the Nutrition division and requires on‑site presence four days per week, with the option to work remotely one day.

We are looking for a data-driven, detail-oriented CRM Manager to bring our customer engagement strategies to life. In this role, you will own the execution of CRM campaigns, ensure flawless delivery, and collaborate with internal teams and external partners to create meaningful customer experiences. Your work will directly impact customer acquisition, retention, and loyalty, helping us build stronger relationships and drive sustainable growth.

What You’ll Do

Campaign Strategy & Execution

• Develop and evolve the CRM strategy for Abbott Nutrition Canada brands based on customer data, business objectives, and growth opportunities.
• Lead end-to-end execution of CRM campaigns, ensuring quality, accuracy, compliance, and on-time delivery.
• Translate business priorities into structured, measurable, and performance-driven CRM campaign plans.
• Coordinate with internal teams and external partners to deliver effective, consistent, and customer-centric campaigns.

Lifecycle Marketing Optimization

• Design, build, and optimize consumer journeys and relationship marketing programs across key stages of the customer lifecycle.
• Develop acquisition, engagement, conversion, retention, reactivation, and loyalty strategies.
• Identify key moments in the customer journey and recommend the most effective communication, content, and personalization approaches to enhance customer experience.
• Support the development of customer personas and ensure they are applied in journey design, content development, and CRM activation.

CRM Platform & Data Management

• Oversee CRM platforms and ensure data integrity; act as subject matter expert. for Deloitte Qlik platform.
• Maintain compliance with data privacy regulations (GDPR, CASL) and ethical data practices.

Performance Analysis & Insights

• Analyze campaign and customer journey results to identify trends, optimization opportunities, and growth drivers.
• Develop actionable, data-driven recommendations to improve key CRM performance metrics, including acquisition, engagement, conversion, retention, and loyalty.
• Define measurement approaches, performance segments, testing hypotheses, and post-campaign analyses to support a culture of continuous optimization.
• Leverage dashboards, reports, and analytics tools to provide insights to senior leadership and support tactical and strategic decision-making.
• Interpret campaign performance data to uncover trends and recommend actionable strategies.
• Provide insights to senior leadership to inform tactical decisions and optimize ROI.

Cross-Functional Collaboration

• Work closely with Digital and Brand teams to prepare campaign assets and ensure accurate data handoff.
• Partner with internal teams and external agencies to ensure successful campaign execution, including Canada Post liaison, Address Complete dashboard, NCOA renewal, and Inmar coordination.
• Coordinate website enhancements to improve user experience and support CRM goals.

Vendor & Budget Management

• Manage relationships with database and fulfillment vendors, ensuring deliverables meet KPIs and budget requirements.
• Track and report on CRM campaign budgets, ensuring cost efficiency and alignment with business priorities.
• Contribute to the prioritization of CRM initiatives based on their impact, feasibility, and business value.

Required Qualifications

• Bachelor's degree in marketing, Business, Data Analytics, or related field.
• 3–5 years of experience in CRM or loyalty marketing.
• Demonstrated expertise in CRM, customer segmentation, marketing analytics, campaign execution, and customer journey development.
• Significant experience in designing, implementing, and optimizing personalized and automated customer journeys.
• Strong ability to leverage customer data to develop targeted, relevant, and high-performing strategies.
• Experience in Direct-to-Consumer, data-driven environments; healthcare or CPG experience is a plus.
• Understanding data privacy regulations (GDPR, CASL) and ethical data practices.
• The incumbent must be able to communicate well in English (50% of the time), as his or her duties require interaction with stakeholders and colleagues outside Quebec and Canada.

Preferred Qualifications

• Analytical & Strategic Thinking: Ability to interpret data and translate insights into actionable plans.
• Customer Segmentation: Skilled in defining and executing segmentation strategies for targeted campaigns.
• Strong knowledge of A/B testing, personalization, continuous optimization, and test-and-learn methodologies.
• Technical Proficiency: Experience with SQL, PowerBI, AI, and any reporting tools for querying databases and creating custom reports.
• Project Management: Ability to manage multiple projects in a fast-paced environment.
• Communication: Excellent French and English verbal, written, and presentation skills.
• Strong business and financial acumen, including budget management.