Description
Summary:
The Personalized Communications group is responsible for managing and executing Metro inc.'s omni-channel customer contact strategy. An integral part of the loyalty team, this group's mission is to use traditional and digital communications platforms to increase the diversity and number of customer contacts, as well as their respective performance. Our vision is to send the right offer, to the right customer, at the right time, in the right channel, to further personalize the customer experience.
Specific Responsibilities:
- Coordinate and participate in the execution of several million e-mails determined by the targeted/personalized communications strategy aimed at members of Metro inc. loyalty programs and non-members.
- Participate in the development of the content plan, coordinate and execute different versions of customized newsletters for the banners under his/her responsibility. Work closely with the digital and marketing (brand) team to execute these newsletters.
- Work in collaboration with dunnhumby, the marketing teams and the digital team to ensure the smooth running of activities related to the coupon strategy.
- Work in collaboration with the Consumer/Member Services department to ensure proper communication to members regarding the various offers available through the initiatives under his/her responsibility. Follow up on complaints received regarding targeted communications.
- Develop work schedules and coordinate the execution of various initiatives.
- Follow up on budgets and schedules for projects under his/her responsibility.
- Participate in drawing up the annual loyalty plan and budget.
- In collaboration with the Senior Manager - CRM and the digital team, participate in the development and execution of the email strategy.
- Participate in the development of the communications content plan under his/her responsibility.
- In collaboration with the Senior Manager and dunnhumby, participate in the development of targeting briefs for projects under his/her responsibility.
- Actively participate in various multidisciplinary marketing meetings such as content, network contacts and seasonal marketing campaigns.
- Develop and present creative and production briefs to agencies and printers. Identify and manage risks/opportunities arising from these business relationships.
- Develop internal communications on targeted communications (e.g. communications to stores, customer service, etc.).
- Collate the results of the initiatives under his/her responsibility.
- Stay abreast of innovations in relationship marketing and loyalty programs in various industries.
- Monitor the competition for loyalty programs.
Qualifications:
- Bachelor's degree in marketing or communications
- 2-3 years' experience in relationship and/or digital marketing
- Experience in retail and/or loyalty programs and/or digital platforms and/or food, an asset
- Proficiency in Microsoft Office suite
- Bilingualism (Must perform content validation, as communications must be translated into French for customers who require it)
- Strong organizational skills and attention to detail
- Ability to meet budgets and deadlines
- Ability to influence peers, synthesize and popularize ideas, particularly with audiences less familiar with loyalty building or targeted communication
- Curiosity, innovative spirit, and solution orientation
- Ability to work in a team
- Available to travel, when necessary, to Montreal
Additional Advantages:
- Knowledge of the business environment
- Orientation to quality work/service
- Technical and professional knowledge
- Interpersonal communication
- Priority management
- Autonomy
- Creativity
- Innovation management
#LI-Hybrid
