CRM Manager (18-Month Contract)

Lindt & Sprüngli USA•Toronto, ON

23h•CA$93,000 - CA$116,000•Hybrid

About The Position

Reporting to the Senior Manager, Digital Marketing, Website, Content & CRM, the CRM Manager is responsible for leading Lindt Canada's omnichannel Customer Relationship Management and loyalty strategy to drive customer acquisition, engagement, retention and revenue growth across retail and eCommerce channels.

Requirements

Bachelor's degree in Marketing, Business, Commerce or a related field
Minimum three years of experience in email marketing or Customer Relationship Management, preferably within Retail or Consumer Packaged Goods
Experience working with Customer Relationship Management platforms and marketing automation tools
Strong analytical skills with the ability to translate data into actionable business recommendations
Experience developing customer segmentation strategies, lifecycle marketing programs and customer journeys
Experience conducting testing and optimization initiatives to improve campaign performance
Strong project management, organizational and prioritization skills
Excellent written and verbal communication skills
Proven ability to work collaboratively across multiple teams and stakeholders
Ability to work effectively in a fast-paced environment with changing priorities
Experience with Selligent Marketing Cloud or similar marketing automation platforms
Experience with Power BI or similar business intelligence tools
Experience writing and editing marketing communications

Responsibilities

Develop and execute Customer Relationship Management and loyalty strategies that drive customer acquisition, engagement, retention and revenue growth
Lead email marketing campaigns, automated communications and customer lifecycle programs across retail stores and eCommerce channels
Build customer segmentation and personalization strategies that improve engagement, conversion and retention
Analyze customer, campaign and loyalty program data to identify trends and develop actionable business recommendations
Manage Customer Relationship Management reporting, dashboards and performance metrics while communicating insights to key stakeholders
Develop and optimize customer journeys, triggered communications and testing strategies to improve campaign effectiveness
Maintain the Customer Relationship Management campaign calendar while balancing Retail and Marketing priorities
Collaborate with Retail, Brand, Finance, Information Technology, eCommerce and agency partners to deliver integrated customer experiences
Lead loyalty program initiatives including member acquisition, adoption, training and continuous program enhancements
Manage relationships with external agencies and global partners to support Customer Relationship Management strategy and execution
Support coupon management, user acceptance testing activities and issue resolution for loyalty program improvements
Present customer insights, loyalty program performance and strategic recommendations to cross-functional stakeholders