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Program Manager, Customer Loyalty

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    Posted: 09/13/17
    Job Type: Full Time
    Location: Ottawa

    Reporting to the Senior Manager, Customer Growth & Loyalty, the Program Manager is responsible for the management of the Masters Club program, the RCM's customer loyalty program designed to engage, incent and reward top customers in order to drive growth of the Numismatic business line.  The incumbent will be responsible for developing and leading the loyalty program vision and evolution roadmap as well as all activities related to Masters Club segments. 

    Essential Duties and Responsibilities

    • Day-to-day implementation and accountability for all aspects of the loyalty program, through:
      • Working with internal stakeholders, external agencies and suppliers to execute program delivery
        • Delivery of benefits
        • Ensuring processes and systems are in place to properly account for membership and benefit eligibility
        • Develop and implement annual plan for all Masters Club segments to increase share of wallet and reduce customer attrition
        • Define customer journey for all activities to ensure loyalty in collaboration with marketing groups (marcom, e-commerce, digital…) and sales channels (outbound and inbound call centers, boutiques etc.)
      • Managing external and internal communications (proactive & reactive) related to the program, ensuring alignment with overall RCM communication strategy
      • Managing program reporting and metrics, including measurement of program performance and customer activity
      • Evolving initial financial and operational targets for the program based on results and latest thinking; working with the business lines, analytics, product and other stakeholders to determine what defines success
      • Leading the P&L of the loyalty program and ensuring its effectiveness and profitability
      • Ensuring compliance with regulations applicable to the loyalty program and RCM standards
    • Long-term thought leadership to create a leading customer loyalty experience, through:
      • Commissioning market research, conducting benchmarking, overseeing internal data analytics, etc. to continue incorporating the voice of the customer in program evolution
      • Managing executive stakeholders to gain consensus and achieve buy-in
      • Ensuring the loyalty program customer experience aligns with RCM business and corporate strategy
      • Developing recommendations to continuously improve the loyalty program offering to ensure a strong value proposition across market segments and channels
        • Adjustments to existing program structure
        • Adjustments to existing benefits
        • Incorporations of new benefits based on solid business principles
        • Evaluating and, if applicable, leading the implementation of a points program
      • Active collaboration with stakeholders to ensure that program budgets are planned, managed, reported on and respected; provide regular updates and information to management, and upon request.

    Requirements

    • University degree in Marketing, Communications, Business, or related discipline
    • Minimum of 7 years of experience in a similar role of developing, managing or executing loyalty programs
    • Success in managing cross-functional, internal and external groups to deliver meaningful results on time and within budget, with limited direction
    • Demonstrated success in project management, strategy development, operations, and business planning
    • Understanding and experience with customer lifecycle management, CRM and loyalty marketing
    • Ability to manage a business with a multi-channel client base, multiple stake-holders and multiple technology partners
    • Strong communications skills, and ability to influence action in groups outside span of control
    • Strong analytical skills, including strong data and financial analysis skills
    • Ability to present in front of executive or large audiences and ability to represent the RCM as an ambassador
    • Bilingualism preferred

     

    If you qualify for the mandatory requirements, and if the above describes your abilities and interests, please forward your resumé and cover letter in confidence to:
    Royal Canadian Mint, Human Resources,
    320 Sussex Drive, Ottawa, Ontario, K1A 0G8
    Fax : (613) 998-0272
    e-mail : careers@mint.ca

    While we appreciate all applications, only those selected for interview will be contacted.

    The Royal Canadian Mint promotes equity in employment: As an equal opportunity employer, we welcome applications from women, aboriginal peoples, persons with disabilities and members of visible minorities.

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