Customer Journey Manager

Circle K • Calgary, AB

6d • Onsite

About The Position

Reporting to the Director of Marketing, the Manager, Customer Journeys is at the centre of how we build relationships with our customers online. This role shapes how we communicate nationally, across CRM, SMS, and newsletter, and leads the charge on the Circle K App growth. This is an individual contributor role that works closely with cross-functional teams to set strategy and bring it to life. We are looking for someone who thinks strategically and thrives on being part of the activation and seeing ideas come to life.

Requirements

• Bachelor’s degree in marketing, Business Administration, Communications, or a related discipline
• Minimum 4-6 years of experience in CRM, or lifecycle marketing; experience in a retail or CPG environment is considered an asset.
• Proven experience building and managing customer journeys across email, SMS, and newsletter channels
• Demonstrated ability to manage external vendors and align multiple internal stakeholders
• Experience with a loyalty program considered an asset
• Solid understanding of CRM platforms such as Infobip and Adobe Campaign
• Working knowledge of Canadian privacy legislation, including CASL and PIPEDA
• Ability to brief cross-functional teams with clarity and purpose
• Comfortable operating at both a strategic and executional level depending on the mandate

Nice To Haves

• experience in a retail or CPG environment is considered an asset
• Experience with a loyalty program considered an asset

Responsibilities

• Define the national CRM strategy across email, SMS, newsletter, and the Circle K App, including messaging frameworks, audience segmentation, cadence, and channel priorities
• Map and design end-to-end customer journeys that guide customers through the right experience at the right time
• Brief the CRM Activation team (SMS, Newsletter) with clear campaign requirements, audience briefs, and journey logic
• Consolidate business unit content into a unified national communications calendar
• Oversee campaign performance in partnership with Activation and drive optimizations based on define KPIs
• Champion the evolution of CRM capabilities, including journey automation
• Lead the growth of the Circle K App, identifying and developing opportunities to expand the program over time
• Manage in-app content across offers, promotions, and vendor integrations, in collaboration with regional leads
• Manage what gets promoted in the app, advising on vendor opportunities and ensuring everything ladders up to the broader strategy
• Contribute to building the systems foundation of the ecosystem in support of future growth
• Coordinate inputs and approvals across business units, Merchandising, Legal, and Technology teams
• Collaborate with the Quebec lead on the Couche-Tard App to ensure alignment across regional efforts
• Maintain the communication with key partners, including app developers and vendors, acting as the Customer Journeys representative in all relevant discussions
• Own privacy compliance across all loyalty CRM channels, including opt-in flows, consent management, and policy updates
• Ensure all activities meet Canadian regulatory requirements

Benefits

• Group Insurance Program: Stay healthy and happy! Our plan provides you with the flexibility to choose coverage that best meets your needs and add optional insurance (health and dental care, long-term disability, life insurance, health spending account)
• Pension Plan: Plan for your future and retire with peace of mind with our pension plan, helping you build a secure financial future.
• Share Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Couche-Tard/Circle K.
• Paid Time Off: Recharge and rejuvenate with paid time off, including vacation days, sick days, and personal days to help you maintain a healthy work-life balance.
• Training and Development: Grow your skills and advance your career with access to ongoing training and development opportunities, including workshops, seminars, and online courses.
• Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication.
• Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential.
• Scholarship Program: Invest in your education and future success with our scholarship program, available not only to our employees but also to their children. We're committed to supporting your lifelong learning journey and empowering you to achieve your academic and career goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level