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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.
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 email@example.com to discuss specific accommodations.