Senior Manager, Loyalty and CRM

EB Games Canada; Brampton; On-site; CAD 110,000 - 160,000; Full time

Job summary

EB Games Canada is seeking a Senior Manager, Loyalty and CRM to shape customer engagement and lead the launch of a new loyalty program in Canada. You will own strategy, governance, and the customer engagement approach, collaborating with marketing, analytics, data, and technology teams to drive results.

You will guide reporting, data practices, and insights to enable smarter business decisions and stronger program performance during a period of brand growth in Canada.

Qualifications

• Bachelor’s degree in Marketing, Business, Analytics, Economics, Information Management, or related field, or equivalent practical experience.
• 5+ years of experience in loyalty, CRM, retention marketing, customer lifecycle management, analytics, digital product/program management, customer reporting, or related role; extra experience is a plus.
• 2+ years of people leadership experience and success delivering cross-functional initiatives; retail experience preferred.
• Experience with legacy data, reporting transformation, corporate data access, or data governance roadmap implementation is an asset.

Responsibilities

• Own the loyalty and CRM strategy, roadmap, governance, and customer engagement approach.
• Lead cross-functional initiatives with marketing, operations, finance, analytics, CRM, data, and technology teams.
• Support customer insights, reporting, and data governance practices to drive smarter business decisions and program performance.

Skills

Loyalty strategy

Stakeholder mgmt

Project leadership

Prioritization

Data governance

People leadership

Education

Bachelor's degree

Job description

We’re hiring a Senior Manager, Loyalty and CRM — an exciting opportunity to help shape the future of customer engagement for our growing Canadian business.

This role will play a key part in building and launching a new loyalty program, leading CRM strategy, and helping us create more personalized, meaningful customer experiences across the business. As our brand continues to grow in Canada, this individual will be central to how we engage, understand, reward, and retain our customers.

The Senior Manager, Loyalty and CRM will own the loyalty and CRM strategy, roadmap, governance, and customer engagement approach, and will work cross-functionally with teams across the organization, and support the customer insights, reporting, and data practices that help drive smarter business decisions and stronger program performance.; thereby making a visible impact during an exciting period of brand growth in Canada.

Required skills:

• Ability to set a clear loyalty and CRM strategy and translate it into an executable roadmap.
• Strong stakeholder management skills, able to influence across marketing, operations, finance, analytics, CRM, data, and technology.
• Proven ability to lead complex initiatives on tight timelines with multiple dependencies.
• Highly organized with strong prioritization, attention to detail, and follow-through.
• Comfortable operating as the business owner for loyalty and CRM, while partnering closely with technology and analytics teams on reporting, data governance, roadmap implementation, and continuous improvement.
• Supervisory skills including goal setting, coaching, prioritization, quality review, documentation standards, and performance management.

Education and/or Experience::

• Bachelor’s degree in Marketing, Business, Analytics, Economics, Information Management, or a related field, or equivalent practical experience.
• 5+ years of experience in loyalty, CRM, retention marketing, customer lifecycle management, analytics, digital product/program management, customer reporting, or a related customer/data-focused role; additional experience is an asset.
• 2+ years of people leadership experience and proven success delivering cross-functional initiatives; retail experience preferred.
• Experience working with legacy data, reporting transformation, corporate data access, or data governance roadmap implementation is an asset.

If you’re passionate about loyalty, CRM, customer experience, and building programs that make a real business impact, this is a great opportunity to be part of something exciting from the ground up.

This position is for an existing vacancy, and we are looking to fill this role immediately.