CRM Manager (18-Month Contract)

Lindt & Sprüngli; Toronto; Hybrid; CAD 93,000 - 116,000; Full time

Benefits offered by this job

Health and Dental Plan

Employee Assistance Program

Corporate Gym Discount Rates

Wellness Program

Job summary

Lindt Canada is seeking a CRM Manager to lead omnichannel customer relationship management and loyalty strategy across retail and eCommerce.

You will design campaigns, manage segmentation, analyze data and collaborate with cross-functional teams to drive acquisition, engagement, retention and revenue growth.

The role offers a hybrid work model and the chance to shape premium chocolate customer experiences.

Qualifications

• Bachelor's degree in Marketing, Business, Commerce or related field.
• Minimum three years in email marketing or CRM in Retail or Consumer Packaged Goods.
• Experience with CRM platforms and marketing automation tools.
• Strong analytical skills to translate data into actionable business recommendations.
• Experience developing customer segmentation strategies, lifecycle marketing programs and customer journeys.
• Experience conducting testing and optimization initiatives to improve campaign performance.
• Excellent written and verbal communication; collaborative across teams.

Responsibilities

• Lead CRM and loyalty strategies to drive acquisition, engagement, retention and revenue growth.
• Lead email campaigns, automated communications, and lifecycle programs across retail stores and eCommerce channels.
• Build segmentation and personalization strategies that improve engagement, conversion and retention.
• Analyze customer, campaign and loyalty data to identify trends and develop actionable business recommendations.
• Manage CRM reporting, dashboards and performance metrics for stakeholders.
• Develop and optimize customer journeys, triggered communications and testing strategies.
• Maintain the CRM campaign calendar balancing Retail and Marketing priorities.
• Collaborate with Retail, Brand, Finance, IT, eCommerce and agencies to deliver integrated experiences.
• Lead loyalty program initiatives including member acquisition, adoption, training and enhancements.
• Manage relationships with agencies and global partners to support CRM strategy and execution.
• Support coupon management, user acceptance testing and issue resolution for loyalty improvements.
• Present customer insights, loyalty program performance and strategic recommendations to cross-functional stakeholders.

Skills

CRM experience

Email marketing

Data-driven decision making

Cross-functional collaboration

Project management

Communication skills

Education

Bachelor's degree in Marketing/Business/Commerce

Tools

Selligent Marketing Cloud

Power BI

Job description

Reporting to the Senior Manager, Digital Marketing, Website, Content & CRM, the CRM Manager is responsible for leading Lindt Canada's omnichannel Customer Relationship Management and loyalty strategy to drive customer acquisition, engagement, retention and revenue growth across retail and eCommerce channels.Key ResponsibilitiesDevelop and execute Customer Relationship Management and loyalty strategies that drive customer acquisition, engagement, retention and revenue growthLead email marketing campaigns, automated communications and customer lifecycle programs across retail stores and eCommerce channelsBuild customer segmentation and personalization strategies that improve engagement, conversion and retentionAnalyze customer, campaign and loyalty program data to identify trends and develop actionable business recommendationsManage Customer Relationship Management reporting, dashboards and performance metrics while communicating insights to key stakeholdersDevelop and optimize customer journeys, triggered communications and testing strategies to improve campaign effectivenessMaintain the Customer Relationship Management campaign calendar while balancing Retail and Marketing prioritiesCollaborate with Retail, Brand, Finance, Information Technology, eCommerce and agency partners to deliver integrated customer experiencesLead loyalty program initiatives including member acquisition, adoption, training and continuous program enhancementsManage relationships with external agencies and global partners to support Customer Relationship Management strategy and executionSupport coupon management, user acceptance testing activities and issue resolution for loyalty program improvementsPresent customer insights, loyalty program performance and strategic recommendations to cross-functional stakeholdersQualificationsBachelor's degree in Marketing, Business, Commerce or a related fieldMinimum three years of experience in email marketing or Customer Relationship Management, preferably within Retail or Consumer Packaged GoodsExperience working with Customer Relationship Management platforms and marketing automation toolsStrong analytical skills with the ability to translate data into actionable business recommendationsExperience developing customer segmentation strategies, lifecycle marketing programs and customer journeysExperience conducting testing and optimization initiatives to improve campaign performanceStrong project management, organizational and prioritization skillsExcellent written and verbal communication skillsProven ability to work collaboratively across multiple teams and stakeholdersAbility to work effectively in a fast-paced environment with changing prioritiesExperience with Selligent Marketing Cloud or similar marketing automation platformsExperience with Power BI or similar business intelligence toolsExperience writing and editing marketing communicationsRewards Package:The standard hiring range for this role is $93K-$116K CAD per annum. The final agreement upon salary may vary based on market location and factors such as job-related knowledge, skills and experience.We offer a competitive rewards package for our employees as well as a growth-oriented work environment. This includes not only the opportunity to sample our premium chocolate products but the following:Health and Dental PlanEmployee Assistance ProgramCorporate Gym Discount RatesWellness ProgramChocolate!Why Lindt Canada? Join our winning culture and become part of our team of passionate and dynamic individuals in our journey to become the leader in the Canadian chocolate market. Our environment characterizes personal commitment, drive, initiative and entrepreneurial spirit, working together as one team to reach outstanding results. We encourage, recognize and reward innovation, personal initiative, leadership and accountability throughout the organization. We are recognized as a Great Place to Work so come and grow your career with us, it’s a pretty sweet deal. To learn more about our winning culture, visit https://careers.lindtcanada.ca and or follow us on LinkedIn.Lindt & Sprüngli is recognized as a leader in the market for premium quality chocolate, offering a large selection of products in more than 120 countries around the world. During more than 170 years of Lindt & Sprüngli's existence, it has become known as one of the most innovative and creative companies making premium chocolate, with 12 production sites in Europe and the USA, and distribution and sales companies on four continents.We thank all those who have applied, however, only selected candidates will be contacted.Lindt is committed to providing accommodations for people with disabilities. Accommodations are available upon request. Please contact our Human Resources department for more information.This position will involve the use of AI tools to help screen, assess, or select applicants. This posting is for an existing position.#MARKETING #HYBRID #LI-LINDTCA #LI-AJ