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Program Manager, Customer Lifecycle & Loyalty

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    Posted: 01/19/21
    Job Type: Full Time
    Location: OTTAWA

     

    Reporting to the Lifecycle Marketing Manager, the Customer Lifecycle & Loyalty Program Manager is responsible developing the vision, strategy and execution of the Royal Canadian Mint's loyalty program, Masters Club. This includes being a thought leader in the area of loyalty, having a deep understanding of industry trends to grow and position the Mint's loyalty program as best-in-class.

     

    Essential Duties and Responsibilities:

    • Identify and develop the Mint's loyalty program, define program KPIs and establish the loyalty program's role in the broader marketing strategy – using a data driven philosophy.
    • Lead and collaborate cross-functional teams to drive the implementation, and evaluation of multi-channel loyalty tactics to further promote and elevate the loyalty program, with an emphasis on digital customer journeys.
    • Work with integrated teams to develop customer lifecycle programs and ensure effective, "speed to market" approaches.
    • Establish and maintain program milestones, timelines and budgets, ensuring timely and accurate communication to program stakeholders, and procurement and finance leads.
    • Collaborating with key stakeholders, develop an integrated "test and learn" approach, establishing stakeholder buy-in and feedback on the approach. Work with appropriate teams to develop, hypothesize, execute, measure and analyze tests through completion.
    • Work with stakeholder partners to deliver on best-in-class content with clear and compelling messaging and concepts, ensuring that the customer is at the heart of what we do.
    • Showcase a solid understanding of the digital and social media marketing environment, applying that knowledge to provide best-in-class customer experiences that promote customer growth and retention.
    • Identify, develop and execute customer retention initiatives to identify and retain high value customers.

     

    Requirements:

    • Bilingual (English and French) is preferred.
    • University degree in Marketing, Communications, Business, or related discipline.
    • At least five (5) years of experience in a similar role of developing, managing or executing loyalty programs
    • Expert lifecycle, traditional and digital marketing capabilities.
    • Excellent understanding of advertising and communications principles including, but not limited to: targeting, messaging, creative development, integrated media planning, marketing automation and social media.
    • Success operating in a multi-channel environment, and delivering solutions that showcase channel management.
    • 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.
    • Extensive experience working with external suppliers as well as internal stakeholders.
    • Proven ability to identify opportunities and deliver effective strategies to generate revenue and results across different customer segments.
    • Strong business acumen and presence, a sense of urgency, solution and results driven, curious, and proven ability to maintain strong working relationships with many different types of stakeholders
    • Experience in managing multiple projects with internal and external stakeholders with various budget scales.
    • Ability to handle pressure, tight deadlines and challenging situations.
    • Experience in both client and agency side is considered an asset.

     

    The health and safety of our employees is a top priority. The Mint has developed significant and rigorous safety protocols to address the COVID-19 pandemic.

    At the Mint you will collaborate with a diverse group of people and be a part of an iconic Canadian organization. We pay competitive salary and offer a range of benefits that support employees and their families. The Mint supports its employees by focusing on their growth and development. Employees are required to complete a background check, facilitated by the Mint, prior to starting.

    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.  Please feel free to self identify with one of the varieties of backgrounds (women, Indigenous peoples, persons with disabilities and members of visible minorities) in your application.

    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. 

    Ready to mint your career? Please forward your resume to careers@mint.ca. We thank all candidates who apply, however, only those selected for further consideration will be contacted.

    We look forward to receiving your application.

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