Loyalty & Retention Manager (12 month Contract)

DECIEM | THE ABNORMAL BEAUTY COMPANY; Toronto; On-site; CAD 90,000 - 95,000; Full time

Job summary

A leading beauty company in Toronto seeks a Loyalty & Retention Manager to develop strategies that enhance customer loyalty and reduce churn. This 12-month contract role involves managing the loyalty program, analyzing customer data, and collaborating with multiple teams. Candidates should have over three years of experience in CRM, proven data analysis skills, and proficiency in tools like Salesforce. Join us to help shape the future of beauty by fostering long-term brand loyalty.

Qualifications

• 3+ years of experience in CRM, loyalty programming, and retention marketing.
• Proven ability to analyze customer data for effective retention strategies.
• Demonstrated experience in managing customer loyalty programs.

Responsibilities

• Develop and manage customer retention strategies to enhance loyalty.
• Design and optimize the customer loyalty program.
• Analyze customer data and purchase behaviors to inform strategies.
• Implement targeted loyalty campaigns to keep customers engaged.
• Collaborate with various teams for a consistent customer experience.
• Track KPIs on retention initiatives and report effectiveness.
• Identify opportunities to improve customer onboarding processes.
• Stay updated on industry trends and best practices.

Skills

CRM experience

Data analysis

Customer loyalty management

Targeted marketing campaigns

Analytical thinking

Excellent communication skills

Tools

Salesforce

Google Analytics

Tableau

Job description

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, has enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN, and other emerging brands, our goal is to create with purpose. We were founded on the principle of doing everything that others don’t. Because normal gets you nowhere.

We are DECIEM, The Abnormal Beauty Company.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

WHAT WE’RE LOOKING FOR

We are looking for a Loyalty & Retention Manager to join us on a 12 month contract. This data-driven strategist will be responsible for developing and executing programs to reduce customer churn, increase customer lifetime value (CLV), and foster long-term brand loyalty. This role is central to improving the overall customer experience and driving sustained business growth.

PAY RANGE

The anticipated base salary for this position is $90,000 - $95,000. Due to this being a contract position, no benefits will be included.

Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location.

WHAT YOU’D BE DOING IN THIS ROLE

• Strategy Development: Develop, implement, and manage customer retention strategies aimed at enhancing customer loyalty and maximizing CLV.
• Loyalty Program Management: Design, optimize, and manage the end-to-end customer loyalty program, consistently adding rewards, challenges and loyalty exclusives that keep customers engaged.
• Data Analysis and Insights: Analyze customer data, purchase behaviors, and trends to identify key churn drivers, pinpoint at-risk customers, and uncover actionable insights to inform retention strategies.
• Targeted Campaigns: Design and implement targeted loyalty & retention campaigns, such as win-back offers, personalized perks, and sequenced, multi-wave automation campaigns to keep customers engaged.
• Cross-functional Collaboration: Collaborate with marketing, sales, product, and customer service teams to ensure a consistent and positive customer experience across all touchpoints, from onboarding to post-purchase engagement.
• Performance Monitoring: Develop and track key performance indicators (KPIs) for all retention and loyalty initiatives, including churn rate, repeat rate, and customer satisfaction scores, reporting on program effectiveness to leadership.
• Process Improvement: Identify opportunities to streamline customer onboarding and product adoption processes to improve initial stickiness and reduce early-stage churn.
• Industry Expertise: Stay up-to-date on industry trends, new technologies (e.g., CRM tools like Salesforce, analytics platforms), and best practices in customer retention and loyalty.

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• 3+ years of experience working in CRM, loyalty programming, and retention marketing
• Proven ability to analyze customer data and apply insights to practical, effective retention strategies.
• Proficiency in CRM systems (such as Salesforce) and analytics platforms (such as Google Analytics or Tableau).
• Demonstrated experience in managing customer loyalty programs and targeted marketing campaigns.
• Strong analytical thinking, solution orientation, and excellent communication skills.

BUILDING GROWTH TO POWER GOOD

We are a People first company that lives by our core values to…

✨ Play in the grey.

✨ Be the rabbit.

These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We’re still blushing!

SUSTAINABILITY AND SOCIAL IMPACT

DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth.

Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation.

In 2020, DECIEM established the Good Fund to support both large and grassroots charities in response to global events.

CREATING A HUMAN WORLD OF BEAUTY

DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future. You can learn more about our DEI commitment in our open letter, "Belonging is the Destination, Change is the Journey".

DECIEM is an equal opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.

WANT TO JOIN US?

Thank you for reading the whole thing! If you liked what you heard, kindly send us your resume. We really appreciate your effort in applying for this position. However, only those who have been shortlisted for interviews will be contacted. <3