Customer Engagement Strategy Manager

SmartRecruiters, Inc.; Montreal; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Ultimate Flexibility

Well-Being First

Flexible Time Off

Exclusive Discounts

Referral Rewards

Growth opportunities

Job summary

Reitmans Canada Limited (RCL) is redefining customer growth across its iconic brands — Reitmans, RW&CO. and PENN. Penningtons. We are hiring three Customer Engagement Strategy Managers to turn data into growth, loyalty and lifetime value.

You’ll own the customer growth playbook for your brand, identifying audiences, journeys and commercial levers to move the business forward. This builder role challenges the status quo and shapes how RCL engages customers across channels.

Qualifications

• 8+ years across CRM, Lifecycle, Growth, Ecommerce or Digital Marketing, ideally within retail.
• Track record turning customer strategy into measurable revenue, conversion and retention growth.
• Deep expertise in segmentation, personalization, lifecycle marketing and automation platforms such as Braze, Salesforce Marketing Cloud or similar solutions.
• Strong commercial and analytical instincts — you understand customer behaviour, ecommerce KPIs and what moves the numbers.
• Builder mindset — energized by transformation, ambiguity, experimentation and creating what doesn’t exist yet.
• Strong cross‑functional influencer who can challenge thinking, connect teams and bring people through change; bilingual in French and English.

Responsibilities

• Own customer growth across acquisition, engagement, retention and win-back.
• Turn customer insights, brand priorities and commercial goals into strategies that drive traffic, conversion and revenue.
• Identify new audiences, behaviours and opportunities that unlock incremental growth.
• Build smarter lifecycle strategies across Email, SMS, loyalty and emerging channels.
• Drive segmentation, targeting and personalization, moving toward more 1:1 experiences at scale.

Skills

CRM & Lifecycle marketing

Growth & Ecommerce

Segmentation & Personalization

Data analytics

Bilingual FR/EN

Cross-functional influence

Tools

Braze

Salesforce Marketing Cloud

Job description

• Business Type: Head Office - Corporate Services
• Job Type: New Position - HO/DC

Company Description

Who We Are

For 100 years, Reitmans Canada Limited (RCL) has helped define the Canadian retail landscape. Through iconic brands including Reitmans, RW&CO. and PENN. Penningtons, we've helped generations of Canadians express their confidence through fashion, style and self-expression.

Today, we're writing the next chapter of our story.

That means we're looking for builders. People who redefine what's possible, think like owners, move with urgency, and see opportunity where others see constraints. People who are energized by change, motivated by impact, and excited to shape what comes next.

If you're ready to build on a proud legacy and make a lasting impact, this is your moment.

Job Description

The Opportunity

At RCL, we’re building the next generation of customer growth across Reitmans, RW&CO. and Penningtons — three iconic Canadian brands with a big ambition to rethink how we connect with, engage and grow our customers.

And we’re building the team to do it.

We’re hiring three Customer Engagement Strategy Managers to join our Customer Engagement & Loyalty team and turn customer data into growth, loyalty and lifetime value.

Sitting at the intersection of Customer, CRM, Ecommerce, Data and Brand, you’ll own the customer growth playbook for your brand — identifying the audiences, moments, journeys and commercial levers that can move the business.

This is a builder role. You’ll challenge what exists today, create new ways of working and help shape the future of customer engagement at RCL.

Your mandate: find the growth. Build the strategy. Test it. Scale what works.

What You’ll Drive

Build the Growth Playbook

• Own customer growth across acquisition, engagement, retention and win-back.
• Turn customer insights, brand priorities and commercial goals into strategies that drive traffic, conversion and revenue.
• Identify new audiences, behaviours and opportunities that unlock incremental growth.

Reinvent the Customer Journey

• Build smarter lifecycle strategies across Email, SMS, loyalty and emerging channels.
• Drive segmentation, targeting and personalization, moving toward more 1:1 experiences at scale.
• Partner with CRM Operations to turn strategy into high-performing, always-on customer journeys.
• Own the metrics that matter: conversion, retention, repeat purchase, AOV, CLV and incremental revenue.
• Turn customer behaviour, analytics and experimentation into clear commercial actions.

Build What’s Next

• Be a builder and change agent as RCL evolves its customer growth capabilities.
• Connect Ecommerce, Brand, Merchandising, Planning, Retail, Media, Analytics and Digital around the customer.
• Influence teams and senior leaders with a strong point of view grounded in data and business impact.

Qualifications

What You Bring

• 8+ years across CRM, Lifecycle, Growth, Ecommerce or Digital Marketing, ideally within retail, fashion or ecommerce.
• A track record of turning customer strategy into measurable revenue, conversion and retention growth.
• Deep expertise in segmentation, personalization, lifecycle marketing and automation platforms such as Braze, Salesforce Marketing Cloud or similar solutions.
• Strong commercial and analytical instincts — you understand customer behaviour, ecommerce KPIs and what moves the numbers.
• A true builder mindset — energized by transformation, ambiguity, experimentation and creating what doesn’t exist yet.
• A strong cross‑functional influencer who can challenge thinking, connect teams and bring people through change; bilingual in French and English.

You’ll Know You’re Winning When...

Customer journeys are smarter. Personalization is stronger. CRM is driving incremental growth. Teams are working differently. And the capabilities you’re building today become how RCL grows tomorrow.

Three roles. Three iconic Canadian brands. One team being built for what’s next.

Come build the next era of customer growth at RCL.

Additional Information

What Sets Us Apart:

• Ultimate Flexibility*: Enjoy a hybrid work environment that ensures the perfect balance between work and personal life.
• Well-Being First: Access a comprehensive benefits program designed to take care of you.
• Flexible Time Off*: Paid leave, sick days, and vacation time to recharge and spend quality time with loved ones.
• Exclusive Discounts*: Enjoy 50% off regular-priced items from PENN. Penningtons, Reitmans, and RW&CO.
• Referral Rewards*: Refer your professional network and earn a bonus for helping us grow our talented team
• Growth opportunities*: Annual bonuses, career advancement, and tuition reimbursement to help you reach your professional goals.

*Certain conditions apply

Total rewards are aligned with your employment status, offering different perks depending on whether you're full-time, part-time, or under contract.

Reitmans (Canada) Limited is an equal opportunity employer committed to a diverse, inclusive, and accessible workplace where everyone belongs. If you are contacted for an employment opportunity, please advise us of any accommodation required throughout the recruitment process. All information provided will be kept confidential and used solely to support an accessible candidate's experience.

The use of Artificial Intelligence may be used for candidate screening purposes.

We thank all applicants. Only selected candidates will be contacted.

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