CRM Manager (18-Month Contract)

Lindt & Sprüngli (Canada), Inc; Toronto; On-site; 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

Chocolate!

Job summary

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

You will drive acquisition, engagement, and revenue growth by developing segmentation, lifecycle programs, and personalized journeys, while managing reporting, testing, and stakeholder communication.

Qualifications

• Bachelor's degree in Marketing, Business, Commerce or related field.
• Minimum three years of experience in email marketing or Customer Relationship Management, preferably within Retail or Consumer Packaged Goods.
• Experience working with Customer Relationship Management platforms and marketing automation tools.
• Strong analytical skills with the ability 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.
• Strong project management, organizational and prioritization skills.
• Excellent written and verbal communication skills.
• Proven ability to work collaboratively across multiple teams and stakeholders.

Responsibilities

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

Skills

Email marketing

CRM

Customer segmentation

Analytics

Power BI

Marketing automation

Education

Bachelor's degree in Marketing, Business, Commerce or related field

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 Responsibilities

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

Qualifications

• Bachelor's degree in Marketing, Business, Commerce or a related field
• Minimum three years of experience in email marketing or Customer Relationship Management, preferably within Retail or Consumer Packaged Goods
• Experience working with Customer Relationship Management platforms and marketing automation tools
• Strong analytical skills with the ability 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
• Strong project management, organizational and prioritization skills
• Excellent written and verbal communication skills
• Proven ability to work collaboratively across multiple teams and stakeholders
• Ability to work effectively in a fast-paced environment with changing priorities
• Experience with Selligent Marketing Cloud or similar marketing automation platforms
• Experience with Power BI or similar business intelligence tools
• Experience writing and editing marketing communications

Rewards Package:

The standard hiring range for this role is $93K-$116K CAD per annum. The final agreement uponsalarymay 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 Plan
• Employee Assistance Program
• Corporate Gym Discount Rates
• Wellness Program
• Chocolate!

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 anexistingposition.