Full-Time Relational Program Specialist

Schedule: Day shift, Monday to Friday, with a flexible start time between 8 a.m. and 9 a.m. (37.5 hours per week).Remote work: Allowed at all times, except for team meetings (once a month at the office, 300 Léo-Pariseau, Montreal). Within the team, many choose to come to the office 1 to 2 times per week, but it is not mandatory.

PurposeWe are looking for a Relationship Program Specialist whose mandate will be to help improve engagement, customer experience, brand loyalty and business performance through impactful multi-channel campaigns that span all stages of the customer lifecycle. The incumbent will organize and ensure the success of CRM strategies, campaigns and tactics in line with the objectives of the Digital Interactions team, and more broadly, the E-Commerce and Contact Center team. They also are responsible for benchmarking, database management and performance reporting.

Responsibilities

• Define and implement CRM acquisition, retention and loyalty tactics to optimize current relationship programs within the customer lifecycle;
• Develop relationship calendar and communication plans across all communication channels (email and push notifications) while ensuring consistency;
• Define target groups and select consumer groups for various campaigns;
• Organize and ensure the success of all phases of multi-channel campaigns, automated emails and other initiatives (plan, structure, test, segment, deploy, analyze and optimize);
• Produce and present communication plans, reports, technical briefs;
• Manage the CRM database in Adobe Campaign;
• Ensure workflows in Adobe Campaign are functioning properly and optimize according to the customer life cycle;
• Collaborate on a daily basis with the marketing, e-commerce, business intelligence, IT and development teams, dataminers and with our external back end partner;
• Develop industry best practices and bring new initiatives to the CRM team
• Identify technical needs in Adobe Campaign, prioritize them and communicate them to our back end partner;
• Ensure that all tactics are compliant with current legislation (GDPR and C28).

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