Customer Retention Specialist Jobs

Requisition ID: 176602

Career Group: Corporate Office Careers

Job Category: Commerce électronique marketing

Travel Requirements: 0 - 10%

Job Type: Full-Time

Country: Canada (CA)

Province: Alberta; Nova Scotia; Ontario

City: Calgary, Toronto, Stellarton

Location: Calgary Office, Foord St. Office, Sobeys Innovation Hub

Postal Code

Voila.ca is a new team dedicated to launching and scaling Sobeys new e-commerce grocery home delivery business. This is a rare opportunity to join a start-up within a larger organization. You will help launch and operate a new brand in the Ontario and Quebec markets powered by Ocado Group’s world-leading e-commerce grocery platform. We are looking for experienced, passionate, curious, customer-obsessed, and entrepreneurial individuals to join a diverse and driven team whose mission is to help Canadians stay one step ahead of their busy lives. Voila by Sobeys and Voila par IGA will be the most reliable and convenient way for Canadians to shop for groceries. Your groceries delivered. Just like that.™

All career opportunities will be open a minimum of 5 business days from the date of posting.

Ready to Make an impact?

We are looking for a Customer Retention Specialist who will plan, build, and execute customer retention and engagement strategies. You will also serve as a subject matter expert in all Salesforce Marketing Cloud activities within the team, as well as support cross functional counterparts on promotional activities and execution and help with retention/CRM on any special projects as required such as capability enhancements, system design, testing and approvals.

Here’s Where You’ll Be Focusing

DTC Campaign Strategy & Design

• Collaborate with cross functional business units to identify, support, and optimize opportunities for retention channels via securing alignment on objectives, insights, audiences, strategies, and KPIs.
• Support Marketing and Merchandising stakeholders by leveraging data to develop strategic, engaging, and relevant communications/offers which drive sales, increase basket size, frequency of transactions and/or meet specified stakeholder objectives.
• Support management through strategy, design, and execution of various customer lifecycle strategies, defining customer segments and growing the current customer base through targeted/personalized tactics and messaging (i.e., acquire, retain, win-back, grow, react etc.).
• Develop targeted, personalized, and relevant customer communications along with offer strategies to deliver against customer retention objectives.

DTC Campaign Management

• Troubleshoot technical issues related to HTML templates, system notifications, list segmentation and other aspects of execution.
• Perform day-to-day email/direct to customer campaign management including importing data and setting up, testing, and deploying campaigns
• Measure and report on key campaign KPI’s: open rate, deliverability, click rate, opt-out rate, conversion rate, and campaign specific business objectives
• Implement key automation tools provided by email and direct channel vendors and identify how to best drive advanced consumer experiences using personalization and triggered-based message approaches
• Recommend and create campaigns based on defined strategies/objectives on a campaign-by-campaign basis, leveraging customer and product data (i.e., transactional, persona, RFV, retail region/banner etc.)
• Support in the creation and validation of campaign assets, providing planning documents and briefs to stakeholder, agency, and internal teams for direct to customer campaigns (print & digital).

Relationship/Stakeholder Management

• Manage and resolve any customer service inquires with regards to direct to customer campaigns and offers.
• Maintain a high level of customer service with all stakeholders/business teams.
• Support Manager in the development, communication and presentation of Loyalty & Retention strategies and initiatives as subject matter expert on DTC communications and retention offers.

What You Have To Offer

• Ability to adapt in a fast-paced environment
• At least 3 years experience in Salesforce Marketing Cloud and CRM
• Experience in creating digital flyers
• Project Management and forecasting experience
• 2-5 years marketing experience focusing on promotional planning, strategy, and execution
• Previous experience in e-commerce/grocery/retail setting is an asset

We offer teammates competitive total compensation packages that will vary by role and location. Some websites share our job opportunities and may provide salary estimates without our knowledge. These estimates are based on similar jobs and postings for general comparison, but these numbers are not provided by or monitored for accuracy by our organization. We look forward to discussing the specific compensation details relevant to this role with candidates who are selected to move forward in the recruitment process.

Sobeys is committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.

While all responses are appreciated only those being considered for interviews will be acknowledged.

We appreciate the interest from the Staffing industry however respectfully request no calls or unsolicited resumes from Agencies.