CRM AND LOYALTY MANAGER

Join a diverse and talented team For years now, we’ve been designing lingerie and swimwear for everyday living. Why do we do what we do? Because we want women around the world to look and feel their best! Join our dynamic team to start a stimulating professional career in a committed and constantly evolving environment. We’re a proudly local company with more than 5000 employees and more than 300 stores across Canada and in 19 countries around the globe (100 stores). Exclusive job perks 50% discount on all products; Flexible hours; Opportunities for advancement within the company; Being part of a family-owned business committed to the community; Performance bonuses (in-store sales or management position); Recognition program for years of service; Innovation program to encourage idea sharing; Referral bonus ; Dayforce Wallet (pay on demand: you’ll be able to access a portion of your pay as soon as your shift ends). For full-time employees: Group insurance plan; Three (3) to five (5) paid personal days (depending on the position); Minimum of 2% employer contribution to your RRSP. Purpose of the Role Reporting to the Director, CRM and Loyalty, the Manager, CRM and Loyalty leads loyalty, customer relationship management, and data-driven customerstrategies for La Vie en Rose and Bikini Village. The manager is responsible for the design, deployment, and evolution of the loyalty program and CRM ecosystem, aligning business objectives, technological capabilities, and customer data. They ensure data management and governance practices to support informed decision-making and, in collaboration with the marketing, e-commerce, technology, and operations teams, transform data into growth opportunities to optimize customer acquisition, engagement, retention, and lifetime value. Key Responsibilities CRM and Loyalty Strategy Contribute to defining and evolving the CRM and loyalty strategic vision in line with business objectives and customer needs; Design, structure, and evolve the loyalty program to maximize its value for both customers and the organization; Define the program foundations, including loyalty mechanics, business rules, segmentation, customer journeys, and personalization strategies; Develop and maintain the CRM and loyalty roadmap by identifying opportunities for improvement and growth through customer data and relationship marketing initiatives. Customer Data Governance and Strategy Develop and evolve the customer data strategy and governance practices to ensure quality, integrity, and value creation across the organization. Evolve segmentation, enrichment, and data usage models in collaboration with analytics, operations, marketing, and e-commerce teams. Define performance indicators, reports, and dashboards to monitor the health of the customer database, the performance of the loyalty program, and the effectiveness of CRM initiatives. CRM Technology Ecosystem Act as the business owner for CRM and loyalty data for Klaviyo, Cegid Y2, Optimizely, and related or future platforms. Define functional requirements related to the evolution of CRM systems, segmentation capabilities, and loyalty tools, in collaboration with the technology teams. Ensure the consistency and evolution of processes, data, and the customer experience across the various omnichannel touchpoints. Leadership and Project Management Lead strategic projects related to CRM, customer data, and the loyalty program, including testing, change management, and results tracking. Mobilize internal and external stakeholders and act as the central point of contact for the teams, partners, vendors, and consultants involved in the initiatives. Support the adoption of best practices by implementing tools, processes, and training, while monitoring trends, technologies, and practices in CRM, loyalty, and relationship marketing. Your Profile CRM and loyalty expertise: Solid experience defining, designing, deploying, and evolving large-scale CRM strategies and loyalty programs. Experience in retail is an asset. Strategic vision and customer experience: Ability to translate a business vision into concrete strategies, prioritize initiatives, and evolve the CRM ecosystem while keeping customer value at the heart of decisions. Customer data and insights: Expertise in customer data insights, governance and segmentation, with the ability to turn data into business value and growth. Influential leadership: Talent for mobilizing multidisciplinary teams, aligning stakeholders, and advancing structuring initiatives. Analytical mindset and results orientation: Data-driven decision-making and monitoring of the impact of initiatives on retention, engagement, and business performance. Agility and comfort with ambiguity: Ability to evolve in transforming environments, build new foundations, and seize opportunities for innovation. Requirements Bachelor’s degree in marketing, business administration, business intelligence, analytics, IT, or a related field; 10 years of experience in CRM, loyalty, relationship marketing, or customer strategy, including the design and evolution of loyalty programs; Experience in retail, e-commerce, or an omnichannel environment, as well as in customer data governance and value creation; Good understanding of CRM, CDP, marketing automation, and personalization technologies (Klaviyo, Cegid Y2, Optimizely, or comparable solutions), combined with strong strategic project and stakeholder management skills; Bilingualism in French and English, both spoken and written, to collaborate with partners and vendors outside Quebec. Permanent, full-time #Marketing The information on this site is for information purposes only and is not intended to have legal consequences. This is an ongoing role rather than a newly created position. La Vie en Rose is committed to employment equity. La Vie en Rose has put in place an adaptation process that provides accommodation for selected candidates for an interview.

The Manager, CRM and Loyalty leads the design, deployment, and evolution of loyalty programs and CRM ecosystems to optimize customer acquisition and retention. They are responsible for defining data governance practices and collaborating with cross-functional teams to transform customer data into actionable growth opportunities.

Candidates must hold a bachelor's degree in a relevant field and possess at least 10 years of experience in CRM, loyalty, or relationship marketing. Proficiency in CRM technologies and bilingualism in French and English are required to effectively manage stakeholders and strategic initiatives.

• 50% discount on all products • Flexible hours • Opportunities for advancement • Performance bonuses • Recognition program • Innovation program • Referral bonus • Dayforce Wallet • Group insurance plan • Paid personal days • Employer RRSP contribution

• Change ManagementSouhaitée
• Gestion de projetSouhaitée
• Stakeholder ManagementSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• CRM strategy
• Loyalty program management
• Customer data governance
• Data segmentation
• Marketing automation
• Strategic planning
• Project management
• Stakeholder management
• Analytical mindset
• Change management
• Omnichannel marketing
• Customer lifetime value
• Klaviyo
• Cegid Y2
• Optimizely
• Business intelligence
• Employment Equity
• Ceridian Dayforce
• Business Objectives
• Results Orientation
• Bilingual (French/English)
• Technology Ecosystems
• Data-Driven Decision Making
• Analytics
• Business Intelligence
• Customer Relationship Management
• Business Administration
• Dashboard
• Service Innovation
• Management
• Strategic Planning
• Business Valuation
• Change Management
• Decision Making
• Customer Acquisition Management
• Customer Service
• Customer Data Management
• Loyalty Programs
• Data Management
• Sales
• Functional Requirement
• Governance
• Leadership
• Marketing
• Innovation
• Marketing Automation
• Project Management
• Mechanics
• Operations
• Relationship Marketing

• Marketing
• Management & Leadership
• Data & Analytics
• Retail
• Technology
• Loyalty Manager
• Communications Manager (General)
• Advertising and Public Relations Managers
• Public Relations Managers

Formation minimale

Baccalauréat

Expérience minimale

10+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine