Director, CRM & Loyalty (12 Month Contract)
About The Position
As a leading luxury menswear retailer operating across Canada, Harry Rosen is seeking a strategic, hands-on leader to join us on a maternity leave contract and lead CRM & Loyalty at Harry Rosen. This role sits at the center of how we connect with our clients. You’ll shape the strategy behind our loyalty program, offer & promotional strategy, lifecycle marketing, and personalization efforts, while partnering across the business to drive meaningful results. This role also maintains oversight of our customer experience program. If you enjoy bringing together marketing strategy, data, technology, and creativity to build standout client experiences, this is a high-impact opportunity to step in and make an immediate difference.
Requirements
- Experience leading CRM, loyalty, or customer engagement strategies
- Strong understanding of lifecycle marketing, segmentation, and personalization
- Hands-on experience with martech platforms like Braze, Talon.One, Tableau, Qualtrics, or similar tools
- Analytical mindset with the ability to turn insights into action
- Ability to balance strategic thinking with execution
- Strong collaboration and leadership skills
Responsibilities
- Lead Loyalty & Retention: Own the strategy and execution of our CLUB HARRY loyalty program and retention initiatives, including program evolution and management of perks, promotions, and VIP experiences
- Identify and activate opportunities to drive customer behaviour and sales through loyalty, promotions, and CRM channels
- Oversee the management of Customer Experience capabilities and platforms
- Monitor performance and continuously optimize based on results
- Identify opportunities to improve engagement, retention, and satisfaction
- Drive CRM Strategy & Execution: Lead lifecycle marketing across email, SMS, and other owned channels
- Build and evolve marketing & segmentation strategies to deliver relevant, personalized communications
- Oversee key marketing technology platforms, leveraging platform capabilities and ensuring campaigns are executed effectively
- Deliver Personalization at Scale: Use customer data and insights to create targeted, meaningful experiences
- Partner with teams to bring personalization into campaigns, offers, and journeys
- Lead Marketing Technology & Innovation: Oversee CRM, CDP, and loyalty platforms (including Braze, Talon.One, and similar tools)
- Partner with IT and vendors to enhance capabilities and integrations
- Explore automation and AI opportunities to improve performance
- Operate a Business & Manage a Budget: Ensure adherence to data protection laws and industry regulations, including CASL and data privacy rules.
- Support with training and change management of CRM & Loyalty programs to desired behaviours.
- Support budget including annual plan, forecast and accruals for Finance.
- Collaborate Across the Business: Work closely with Marketing, eCommerce, Store Operations, Merchandging, IT, and Analytics
- Translate insights into actionable strategies that drive results across Harry Rosen, Harry Rosen.com, Harry Rosen Outlet, and Shop Final Cut banners
- Lead & Develop the Team: Mentor and support a high-performing CRM & Loyalty team
- Set clear goals and drive accountability across the function
Benefits
- Competitive pay program
- Opportunities to additionally earn yearly bonus plan
- Best in industry discounts and special purchase opportunities
- A comprehensive flexible benefits package
- Pension and Group RRSP Programs that grow with you
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
