Manager - Marketing Transformation & Loyalty

The opportunity

We are looking for a visionary leader who will blend business development acumen and marketing and loyalty expertise to drive growth and transformation.

As a Manager in Marketing Transformation & Loyalty, you will play a pivotal role in shaping the future of marketing and loyalty in Canada while delivering client solutions focused on unlocking strategic value and scaling growth. The Manager will lead exciting projects including marketing innovation and AI optimization, Martech, customer strategy and segmentation, brand management, communications, loyalty, customer engagement and partnerships. The Manager will work across all industries including Financial Services and Retail collaborating with global Business Consulting, Studio+ and Marketing leadership to drive impact.

Your Key Responsibilities

• Manage daily operations related to customer interactions, ensuring seamless and positive experiences across all touchpoints.
• Lead cross‑functional teams including day‑to‑day client relationships, strategy, implementation of service design and process improvement initiatives.
• Analyse customer feedback and engagement metrics to identify pain points and opportunities for enhancement and growth.
• Support the development and execution of transformation programmes, ensuring alignment with client objectives.
• Collaborate with senior managers and partners to deliver high‑quality client outcomes.
• Establish and monitor KPIs for service and process excellence, reporting on progress and recommending improvements.
• Apply AI in the flow of work with strong professional judgement – integrate AI into day‑to‑day delivery while validating outputs, challenging assumptions, and maintaining accountability for quality.
• Lead responsible and risk‑aware use of AI demonstrating sound judgement on data use, confidentiality, and ethical considerations and reinforcing this standard practice; escalates risks appropriately and models good practices for teams.
• Drive structured and creative problem‑solving using AI to accelerate analysis, scenario generation, and insight development while maintaining clear linkage to business outcomes.
• Build repeatable ways of working with AI – developing and sharing prompts, approaches, and tool usage that improve team productivity and consistency in existing data libraries or catalogues.

Skills and Attributes for Success

• Strong background in Marketing and Loyalty with expertise across customer strategy, customer experience, Martech, brand development, data and analytics, performance management, communications and partnerships.
• Leadership in Retail, Payments and/or Financial Services including Credit Cards, insurance and wealth, ideally with B2C and B2B experience.
• Proven experience managing large‑scale transformation projects, AI and digital innovation, and omni‑channel strategies. Strong leadership, stakeholder management and communication skills.
• Passion for collaboration, teaming and partnership along with innovation in Marketing.
• Advanced analytical skills, including the ability to interpret complex data and drive actionable insights.
• Familiarity with Gen AI, GEO, AEO and Agentic Commerce and deep experience with digital transformation and CRM tools.

Ideally, you’ll also

• Have at least 10+ years of experience in Marketing leadership within a large‑scale organization or agency in sectors such as consulting, financial services, retail, high‑tech, travel, telecommunications and/or loyalty.
• Have experience leading cross‑functional teams or workstreams.
• Understand regulatory requirements and compliance.

What We Offer

The EY benefits package supports physical, emotional, financial, and social well‑being. It includes comprehensive medical, dental, and prescription drug coverage, mental health benefits, a robust Employee Assistance Program, group savings plans, generous time off (personal days, vacation days and firm‑wide holidays), and the option to purchase additional vacation days. Employees have access to EY’s exclusive learning programs and internal career development opportunities. EY also supports community impact through volunteering initiatives.

Salary Ranges

• Toronto: 110 k – 160 k
• London/Waterloo/Ottawa: 104,500 k – 154,500 k
• Vancouver: 110 k – 160 k
• Victoria: 99 k – 149 k

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