Program Manager, Customer Lifecycle & Loyalty

Monnaie; Ottawa; Hybrid; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Total rewards

Job summary

The Royal Canadian Mint is seeking a Program Manager, Customer Lifecycle & Loyalty, to lead the Masters Club loyalty program. You will own strategy, governance, and execution, coordinating with Marketing, eCommerce, and IT to drive retention, engagement, and lifetime value.

Proficiency in English and French is required, with a university degree and 7+ years in B2C marketing. The role offers a hybrid on-site presence in Ottawa/Winnipeg and broad total rewards.

Qualifications

• 7+ years of B2C marketing experience
• Experience supporting program governance with rules, processes, and controls
• Knowledge of lifecycle marketing concepts and customer journeys
• Ability to interpret program data for performance insights

Responsibilities

• Owns strategy and evolution of Masters Club loyalty program, including value proposition and tier structure
• Leads member engagement initiatives, events, and experiences to drive retention and value
• Oversees governance, rules, benefits, and processes for consistent execution
• Monitors performance and provides insights to optimize engagement and effectiveness
• Partners with Marketing, eCommerce, Customer Service, Finance, and IT to align initiatives
• Collaborates with Premium Accounts to ensure top-tier member experiences
• Supports HNW strategies through enhanced loyalty design and personalization
• Acts as SME on loyalty strategy and customer engagement and drives continuous improvement

Skills

Loyalty program

Lifecycle marketing

B2C marketing

Cross‑functional collaboration

Data interpretation

Education

University degree

Job description

The Royal Canadian Mint (the Mint) is hiring a Program Manager, Customer Lifecycle & Loyalty who can thrive in a dynamic and inclusive environment.

Reporting to the Manager, Lifecycle Marketing, this role is responsible for the strategy, governance, and execution of the Mint’s loyalty program, Masters Club.

The Program Manager leads the evolution of the program to drive customer retention, engagement, and lifetime value while supporting broader lifecycle marketing objectives. The role combines strategic planning with hands‑on execution, overseeing loyalty benefits, member experiences, engagement initiatives, and program performance.

As the primary owner of the loyalty program, the Program Manager ensures program integrity, delivers measurable results, and fosters alignment across cross‑functional teams.

Your Responsibilities:

• Owns the strategy and evolution of the Masters Club loyalty program, including the value proposition, tier structure, and benefits framework, to drive customer retention and lifetime value.
• Leads member engagement initiatives, including content, exclusive experiences, and events, to strengthen customer relationships and program value.
• Oversees loyalty program governance, ensuring program rules, benefits, and processes are administered accurately and consistently.
• Monitors program performance, providing insights and recommendations to optimize engagement, retention, and effectiveness.
• Partners with Marketing, eCommerce, Customer Service, Finance, and IT to align and execute loyalty initiatives.
• Collaborates with the Premium Accounts team to deliver consistent member experiences and benefits, particularly for top-tier customers.
• Supports High Net Worth (HNW) customer strategies through enhanced loyalty program design, exclusivity, and personalization.
• Acts as the organization's subject matter expert on loyalty strategy and customer engagement, driving innovation and continuous improvement.

This position offers a hybrid work arrangement, requiring on‑site presence at our Ottawa/ Winnipeg location three to five days per week, depending on meeting requirements and other activities.

This selection process may also qualify you for other positions with similar requirements and qualifications.

Qualifications:

Languages Requirements:

Proficiency in both official languages (English / French) is required at the time of hire. If no qualified candidate fully meets the required levels, other candidate language profiles may be considered in accordance with the Mint’s Staffing Policy. The linguistic profile for this position is:

Education & Designation:

• University degree in related area

Experience:

• Minimum of 7 years of B2C marketing experience
• Experience supporting program governance including application of rules, processes, and controls required to support accurate and consistent program execution.

Additional Qualifications:

• Knowledge of lifecycle marketing concepts and the integration of loyalty within customer journeys to drive engagement and retention
• Ability to interpret program and customer data to support performance measurement and identify opportunities for improvement.
• Knowledge of segmentation and targeting approaches to support differentiated customer experiences across tiers and segments.
• Ability to work effectively with multiple teams to support the delivery of program initiatives and business objectives.
• Knowledge of business operations and financial considerations to support decision‑making and align program activities with organizational objectives.
• Ability to manage multiple priorities and timelines, adapting to changing requirements and ensuring timely delivery of work.

Why the Mint?

At the Mint, you will collaborate with a diverse group of people and be a part of an iconic Canadian organization. Your safety and wellbeing are our top priority. We offer outstanding pay and total rewards for you and your family and you will be supported to continuously learn throughout your career.

The Mint is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We value diversity and aim to provide an inclusive, barrier‑free recruitment, selection and onboarding process to ensure that each candidate is treated respectfully.In accordance with the Employment Equity Act, you are invited to voluntarily self‑identify with one or more of the four employment equity groups (women, Indigenous Peoples, persons with disabilities and members of visible minorities) by sending your application to the confidential email, [e-mail] that is accessed only by the Human Resources section.

If you need accommodation at any point in the application or interview process, please let us know. We are committed to being an inclusive employer. For a confidential inquiry, simply email us directly at [e-mail] to make arrangements.

What to Expect:

In order to be considered for an interview, please clearly demonstrate on your application how you meet the language, education and experience qualifications. The additional qualifications may be assessed through interviews, exams, reference checks, etc.

Selected candidates will be required to complete a background check facilitated by the Mint in order to obtain a security clearance.