Senior Manager, Retention

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well.
At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong. 

The Role:

As the Senior Manager of Retention & Engagement for the PC Optimum Digital team, you will lead the strategy that keeps our existing member base active, loyal, and increasingly engaged across our digital ecosystem. One of the biggest loyalty programs comes with one of the biggest member databases in Canada, and we are looking for someone who is driven to understand our members, identify key insights and build strategies to keep them engaged as they join the program. This role is responsible for managing our base marketing and personalized offer strategies that contribute to members' retention and lifetime value within the PC Optimum program. Working with various stakeholders across the Loblaw enterprise, this role will have high visibility and accountability.

What You'll Do

• Lifecycle (CRM) Strategy: Ownership of lifecycle campaigns across a variety of digital channels (email, push notifications, SMS), with a focus on supporting always-on and triggered marketing tactics that drive repeat engagement and reactivation.

• Campaign/Offer Strategy: Develop strategies to segment, target, and drive specific behaviours amongst the member base using personalized offers; leverage consumer/business insights and previous campaign learnings to dictate approach

• Campaign Planning & Execution: Lead the execution of marketing and offer campaigns, crafting & implementing test plans for continuous optimizations of portfolio and ensures execution aligns with annual plan objectives; acts as a key point of contact for stakeholders for the review and approval of creative & implementation of CRM strategies;

• Reporting & Insights: Ongoing monitoring and reporting of performance against KPIs with analyses & insights, providing actionable recommendations for continued optimization

• People Leadership: Lead a diverse team that fosters a workplace of inclusiveness and belonging

• Innovation: Collaborate with partners such as Design and Brand, and stay up to date with industry trends to drive innovation and experimentation to continuously improve customer experiences

What You'll Bring:

• University or college degree in business, marketing or an equivalent degree in a field of study related to the job 

• 6+ years of previous experience in strategy, marketing, analytics (B2C experience preferred)

• Strong collaboration and stakeholder management skills, with the ability to manage relationships across all levels of the organization

• Exceptional verbal and written communication and storytelling abilities

• Solid understanding of customer segmentation, journey mapping, and A/B testing

• Results oriented with the ability effectively analyze and present data

• Proficiency in SQL or similar data analytics experience is preferred

• Experience in Loyalty and/or retail preferred 

• Bilingual English/French language skills are an asset, though not required

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada's Top Employers, Canada's Best Diversity Employers, Canada's Greenest Employers & Canada's Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.  
 
Please Note :
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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