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Customer Retention Specialist







Requisition ID:  165361 

Career Group:  Corporate Office Careers 

Job Category:  E-commerce Marketing 

Travel Requirements:  0 - 10%

Job Type:  Full-Time


Country: Canada (CA) 

Province: Ontario 

City: Toronto

Location: Sobeys Innovation Hub 

Postal Code: M5V 1X6 is a new team dedicated to launching and scaling Sobeys new e-commerce grocery home delivery business. This is a rare opportunity to join a start-up within a larger organization. You will help launch and operate a new brand in the Ontario and Quebec markets powered by Ocado Group’s world-leading e-commerce grocery platform. We are looking for experienced, passionate, curious, customer-obsessed, and entrepreneurial individuals to join a diverse and driven team whose mission is to help Canadians stay one step ahead of their busy lives. Voila by Sobeys and Voila par IGA will be the most reliable and convenient way for Canadians to shop for groceries. Your groceries delivered. Just like that.™ 


All career opportunities will be open a minimum of 5 business days from the date of posting.



The Specialist, E-commerce – In-store Fulfilment, Planning will support in building an industry leading Voila In-store Fulfilment Program resulting in increased customer engagement and sales.  



Job Description

DTC Campaign Strategy & Design Develop targeted

  • Personalized and relevant customer communications along with offer tactics to deliver against customer retention objectives
  • Support Marketing and Merchandising stakeholders by leveraging data to develop engaging and relevant communications/offers which drive sales, increase basket size, frequency of transactions and/or meet specified stakeholder objectives.
  • Collaborate with cross functional business units to identify, support and optimize opportunities for retention channels via securing alignment on objectives, insights, audiences, strategies, and KPIs
  • Support management through design and execution of various customer lifecycle campaigns by defining customer segments and growing the current customer base through targeted/personalized tactics and messaging (i.e. acquire, retain, win-back, grow, react etc).

DTC Campaign Management

  • Recommend and create campaigns based on defined strategies/objectives on a campaign by campaign basis, leveraging customer and product data (i.e. transactional, persona, RFV, retail region/banner etc)
  • Support in the creation and validation of campaign assets, providing planning documents and briefs to stakeholder, agency and internal teams for direct to customer campaigns (print & digital).
  • Perform day-to-day email/direct to customer campaign management including importing data and setting up, testing and deploying campaigns
  • Assist in troubleshooting technical issues related to HTML templates, system notifications, list segmentation and other aspects of execution.
  • Measure and report on key campaign KPI’s: open rate, deliverability, click rate, opt-out rate, conversion rate, and campaign specific business objectives

Relationship/Stakeholder Management

  • Support Manager in the development, communication and presentation of Loyalty & Retention campaigns and initiatives as subject matter expert on DTC communications and retention offers.
  • Maintain a high level of customer service with all stakeholders/business teams.
  • Manage and resolve any customer service inquires with regards to direct to customer campaigns and offers.


Job Requirements

  • 2-3 years experience in a Retention/Loyalty Marketing Role, with direct to customer campaign experience
  • Project Management experience
  • CRM capabilities experience Ability to adapt in a fast paced environment
  • Either grocery or retail industry experience an asset
  • Must have experience in email marketing

Sobeys is committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.



While all responses are appreciated only those being considered for interviews will be acknowledged.


We appreciate the interest from the Staffing industry however respectfully request no calls or unsolicited resumes from Agencies.