Manager, Engagement, Retention and Loyalty CRM Strategy

Nissan Motor Corporation • Mississauga, ON

2d • CA$110,032 - CA$137,665 • Hybrid

About The Position

Responsible for NCI’s overall Engagement, Retention and Loyalty CRM strategy to enhance customer experience and drive retention. The position will support the Senior Manager of Customer Experience in driving organizational change and providing leadership in development and daily operations/processes directly affecting the company’s overall CRM strategy.

Requirements

• University degree in Marketing, Business Administration, or a related field.
• 5 to 7 years of business experience, including Engagement, Retention and Loyalty CRM Strategy Relationship Management and 2.5 years in Agency Management.
• Broad, integrated business understanding across retail, marketing, customer service, aftersales, logistics, finance, IT, HR, training, and research.
• Demonstrated specialized skills in CRM with a strong focus on data-driven decision making.
• A diversified self-starter with exceptional organizational skills, capable of managing multiple projects and conflicting deadlines.
• Proven ability to conceptualize, implement, and lead projects across different departments, achieving successful outcomes.
• Strong forecast, planning, and analytical skills combined with excellent interpersonal and political acumen.
• Cost-efficient and innovation-focused mindset.
• Proven ability to manage agencies and cross-functional teams to meet program objectives.
• Proficient in all Microsoft Office applications.

Nice To Haves

• Automotive industry knowledge and bilingualism are assets.
• Experience with Salesforce Marketing Cloud, Datorama, and/or Tableau.

Responsibilities

• Leads the development and execution of all customer CRM communication campaigns, partnering with cross-functional team members, including Marketing, Aftersales, Sales Ops, C&I, NCF/IFS, and NCESI to ensure alignment on strategy. Provides input into planned projects to develop and deploy sales campaigns to facilitate optimal outcomes from direct marketing and sales operations campaigns. Identify and implement innovations to enhance campaign engagement. Conduct continuous benchmarking.
• Oversees and provides leadership towards continuous improvement of customer data selection. Overseeing analysis and interpretation of customer data and feedback to drive customer management strategy and plans. Influence the design, development, and execution of engagement (including conquest), retention, loyalty marketing programs. Develops testing scenarios and analysis to provide learnings and refinement for future campaigns.
• Leads the strategic forecasting and executive reporting of Global Service Retention performance, ensuring alignment with organizational objectives and long-term growth initiatives.
• Responsible for overall CRM budgets. Tracks individual campaign budgeting and reports on campaign results. Coordinates with stakeholder functions on reforecasting, purchase orders and billings including miscellaneous accounts. Monitors approved/revised estimates against invoices and manually processes invoices when required. Reconciles with agency BCR (Budget Control Report). Manages monthly accruals.
• Responsible for managing both the internal team as well as external agency partners to drive achievement of key business objectives, while fostering team development and growth.

Benefits

• Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP).
• Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs.

What This Job Offers

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