Head of CRM | Global | Hybrid

Reporting into the Senior Director of Online Marketing, the Head of CRM will be responsible for overseeing the development and implementation of the Customer Relationship Management (CRM) strategy across the organization. This role focuses on driving customer engagement, retention, and loyalty by leveraging CRM tools and data insights to deliver personalized and effective customer experiences. The ideal candidate will have a strong background in CRM, and data analytics, with a proven background in leading high performing teams.

This is a hybrid role (2 days in office) based out of Toronto HQ.

What You’d Be Doing In This Role

Strategy & Optimization:

• Manage the annual CRM strategy that supports the business, while optimizing for KPIs such as retention, monetization, and engagement
• Plan, and execute our CRM calendar, while driving continuous improvements through testing & optimization (creative, copy, send times, segmentation etc.)
• Develop a robust customer segmentation and personalization strategy, leveraging P1 data such as cookies, favourites, surveys, and past purchases
• Map and optimize customer journeys to ensure seamless and positive interactions at all touchpoints.
• Create and execute a loyalty strategy to increase customer retention, engagement, and lifetime value, while growing our subscriber base & user accounts
• Deliver best in class email executions, working with design on new email modules, and inspiring our copywriters with elevated briefs and exciting content topics
• Lead the implementation of new Salesforce features and functionalities, collaborating with technical teams and IT on requirements and business cases
• Perform data analysis to identify opportunities for new campaigns or automated flows, message cadence, target segments, and personalization
  
  
  

Reporting & Insights:

• Develop and maintain dashboards and reports to monitor CRM performance, providing actionable insights to steer email strategy
• Track, report and improve upon performance metrics of individual campaigns and automations, including strategic KPIs for repurchase rate, engagement, and customer lifetime value.
• Analyze customer data and campaign performance to identify trends, insights, and opportunities for improvement and enhancements
  
  
  

Skills And Qualifications Needed To Get The Job Done

• 8-10 yrs of digital marketing experience with a focus on email and content-based marketing, lifecycle marketing, and acquisition marketing. 3 + years of people management and/or leadership experience is required
• Critical thinking and data literacy. The ability to transform data into valuable, relevant, compelling, and visually intuitive insights
• Strong analytical skills with the ability to draw conclusions and make recommendations based on data
• Excellent interpersonal, communication skills both written and oral and ability to work with all levels of staff and management
• Understanding of international data laws (CASL, GDPR, etc.) and proficiency using Google Analytics. SQL skills are an asset
  
  
  

What You’ll Be Gaining By Joining Our Team

There’s a lot of good stuff that comes along with being a team member. Here’s a few of our favourite perks and benefits, in no particular order…

• Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.
• 6 months of paid time off for new parents (inclusive of all genders).
• Work from anywhere 4 weeks per year.
• A hybrid work model (for applicable roles).
• Summer Friday’s – get off at 1pm all summer long! (for applicable roles).
• A dog-friendly office (and lots of cute dogs to play with).
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
• Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.
• A generous discount on products for you, your family, and your friends.
  
  
  

#JPKR

Job Category: Job Type: Full Time Hybrid Job Location:Toronto , Ontario , Canada

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