Customer Engagement Specialist

Joining our team has its advantages!

- Flexible schedule to promote work/life balance
- Telecommuting in hybrid mode
- Group insurance from the first day
- Very competitive pension plan
- Generous holiday policy
- Personal days
- Employee Assistance Program
- Free parking
- Opportunity for professional development

SUMMARY:
The Customer Loyalty Specialist at Metro Ontario Inc. is responsible for managing the administrative, operational, and analytical aspects of loyalty programs. This includes overseeing end-to-end campaign management, conducting post-campaign analyses, and creating Excel spreadsheets for data tracking and management. The specialist also manages the loyalty communication calendar, contributes to the development of loyalty initiatives and events, and ensures brand consistency across all channels. Additionally, they collaborate closely with the omni-channel communication team and coordinate with external teams to ensure project timelines are met.

SPECIFIC RESPONSIBILITIES:

Analytic Responsibilities:
- Report KPIs: Track and document key performance indicators (KPIs) for the Ontario loyalty programs. Working closely with Analytics team.
- Financial Analysis: Develop financial scenarios for mass loyalty initiatives and provide recommendations on loyalty promotions.
- Measurement Plan Management: Oversee the annual loyalty measurement plan and identify opportunities to enhance the use of existing analytical tools.
- Report Development: Create detailed reports and dashboards for all Ontario loyalty initiatives as needed.
- Perform other duties as assigned.

Marketing Responsibilities:
- Manage Marketing & Loyalty Calendar: Oversee the weekly loyalty segment of the communication calendar and conduct creative reviews.
- Develop and Execute Loyalty Initiatives: Lead the creative development for loyalty initiatives and events, including mass and coalition events, seasonal campaigns. Ad hoc initiatives as required.
- Collaborate with CRM: Ensure the Ontario member newsletter supports business strategy.
- Brand Champion: Ensure that approved brand guidelines for Moi Rewards are consistently applied across all channels.
- Engage with Extended Teams: Work with external teams to ensure project action plans and timelines are adhered to. (i.e. Brand Marketing, Store Operations, CRM, Personalization).

Administrative Responsibilities:
- Process Invoices and Payments: Ensure invoices and payments are processed promptly.
- Track and Update Reports: Maintain, track, and update project-based work, financial reports, loyalty KPI reports, and other ad hoc assignments.

QUALIFICATIONS:
- Education: University Degree (BCom preferred).
- Marketing Experience: 1-3 years of marketing experience, with retail marketing being an asset.
- Analytical Skills: 1-3 years of experience in applying and developing advanced analytical techniques.
- Project Management: Ability to manage multiple projects concurrently while meeting tight deadlines.
- Communication Skills: Excellent verbal and written communication skills.
- Organizational Skills: Strong organizational skills with high attention to detail.
- Mobility: Valid driver's license with the ability to travel to stores.

TECHNICAL PROFICIENCY:
- Proficient in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).

- Advanced skills in Microsoft Excel for data analysis and reporting.

- Experience in building presentations using PowerPoint.

COLLABORATION TEAMS INCLUDE BUT NOT LIMITED TO:
- External partners and vendors
- Metro Inc. (Quebec)
- Senior management
- Brand/Digital Marketing team
- Analytics and Customer Intelligence
- Research
- Merchandising
- Operations
- Finance

#LI-Hybrid 

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