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Customer Retention Manager

 

 

 

 

 

 

Requisition ID:  170478 

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 

 

Voila.ca 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.

 

We are looking for a Customer Retention Manager who will be responsible for building and optimizing email marketing programs and breakthrough campaigns to increase customer engagement, retention, and overall lifetime value. You will guide our engagement strategy and focus on increasing conversion and retention through personalized and powerful marketing activations.  

 

We are on a journey to completely transform how we do business, and we offer a hybrid work model with the opportunity to work with: 

 

  • Leading tools and systems
  • A data-driven and customer-centric culture
  • Strong, collaborative team of energetic and experienced colleagues
     

What you’ll get to do in this fast-paced role:

 

  • Lead team of CRM professionals to develop and manage customer retention strategy and optimize key performance indicators 
  • Provide CRM vision and develop programs to acquire new customers, increase engagement, reduce churn, and drive top-line sales
  • Manage promotions budget with focus on ROI; use A/B tests to measure results, iterate, then scale
  • Lead team in the development of loyalty and promotional plans leveraging various points or voucher-based strategies, including the ramp-up of Scene+ across the business 
  • Work closely with Empire marketing teams to leverage and build partnership opportunities for customer retention programs through external channels
  • Drive the evolution of our retention programs towards automated, trigger-based, dynamically personalized messages
  • Provide implantation methods and business requirements for CRM and automation based on channel insights technical experience for ongoing projects
  • Scale and develop processes, tools and reporting infrastructure to support article and region expansion 

What you should bring to the table:

 

  • Bachelor’s Degree in Business Marketing or equivalent work experience
  • Minimum of 7 years of professional experience within CRM/ Lifecycle/ Loyalty or Direct to Customer Marketing 
  • Extensive knowledge of engagement, retention marketing and customer segmentation
  • Data-driven and analytical 
  • Experience with Salesforce Marketing Cloud or similar platforms
  • Proven track record of managing diverse projects and working teams to reach goals and timelines
  • Strategic thinker with the ability to sell ideas internally throughout the organization as well as externally with 3rd parties
  • Proven track record of collaborative leadership

 

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.
 

#LI-Hybrid

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.