Coronavirus Update:

Although COVID-19 has changed the way we operate internally, we continue to deliver best-in-class recruitment services.
Find out how we are supporting both clients and candidates at this time.

Job Description

Job Overview

The Senior Manager, Customer Experience is mandated in creating and delivering an exceptional CX strategy which will deliver measurable results in the marketplace. The role will work across the organization to identify and deliver programs impacting all touchpoints in the customer journey. The incumbent will be the CRM and marketing technology expert for the client. This role is responsible for analyzing customer data, creating high-impact retention strategies at key points in the user funnel, and developing and executing our loyalty program. This requires a thorough understanding of our brands, defining customer segments that are used to power personalized and automated CRM and loyalty campaigns, implementing guest communication strategies to drive member engagement across the digital ecosystem, and working closely with key external partners, stakeholders, and our IT team to ensure that our data and customer management platforms are optimized to enable timely and meaningful customer experiences. This role’s focus is on delivering an integrated, best-in-class loyalty function while articulating the evolution of our ecosystem roadmap which includes gift cards, online ordering, and mobile app. The ideal candidate will lead the digital marketing and loyalty strategy, supporting a highly strategic and fast-growing part of our business.

Job Responsibilities

  • Be a key resource and project lead in creating and delivering an exceptional CX strategy which will deliver measurable results in the marketplace and work across the organization to identify and deliver programs impacting all touchpoints in the customer journey.
  • Integrate all customer data sources and touch points with loyalty marketing channels to develop strategies that support the diversification strategy and drive growth of mobile app, gift cards, and online ordering.
  • Implement the loyalty strategy roadmap including identifying, developing, and evolving essential data technologies to acquire, grow and engage our members.
  • Analyze customer data by leveraging a thorough understanding of customer buying behaviors, segmentation and profiling.
  • Identify and deliver key insights into customer behaviour to unlock additional opportunities to enhance our customer engagement.
  • Engage in customer journey mapping workshops with various business units to identify pain points across the customer journey and develop concrete recommendations.
  • Serve as the voice of the customer and act as an advocate, considering all decisions impacting the customer.
  • Develop KPIs, benchmarks and other measures of success for best-in-class customer experience.
  • Utilize business metrics, consumer research and insights, and CRM marketing strategies to develop actionable marketing plans that will drive guest knowledge and behaviour.
  • Work with Digital Copywriter & Social Media Strategist to manage email campaigns, oversee deployment execution, and post-campaign reporting and insights.
  • Work with our integration partner and IT team to develop new lifecycle marketing automations and support richer data integrations.
  • Identify new sources of customer acquisition via new partners and emerging channels
  • Maintain a pulse on digital customer needs and communicating those feature requests for the development team.
  • Monitor industry trends and the competitive landscape, becoming an advocate within the organization by presenting and socializing current and new capabilities to ensure the digital program is best-in-class and industry leading.



  • Bachelor’s Degree or College Diploma required, with a focus in Marketing preferred.
  • 4+ years of strong B2C experience in loyalty, or a similar role that proves an understanding of implementing customer driven strategies and/or data management
  • 4+ years of management experience.
  • A hybrid professional with both technical chops and marketing savviness who understands not only various digital platforms/systems but how they interconnect and integrate with each other to drive digital transformation
  • Proficient understanding of content management platforms, experience management software, e-commerce platforms, app development, mobile tracking software etc.
  • Experience extracting large data sets from various relational & cloud databases.
  • Experience in executing customer marketing lifecycle programs that deepen customer relationships at scale and drive acquisition/engagement KPIs.
  • Experience in journey mapping customers experience through various touch points in the organization determining opportunities for improvement
  • Ability to work on multiple projects at once, while routinely reprioritizing key deliverables while managing timelines to meet deadlines in a fast-paced work environment.
  • Aware of the latest trends and best practices in digital marketing, measurement and technology - including privacy and how this impacts guest.

Accommodations are available on request for any candidates that require an accommodation due to a disability or a medical need.  Please contact us at 416-599-4700 or by email at to discuss specific accommodations.

Job Title:
Senior Manager, Customer Experience
Toronto, Ontario
Job ID:
Apply For This Job
Share This Opportunity:

Apply For This Job

Upload Your Resume
Please upload the most recent version of your resume in DOC, DOCX, RTF, PDF or HTML file formats (maximum size: 400kb)
Upload Resume