Reporting to the Director of Marketing Services, you will be responsible for overseeing the operations of Ivanhoé Cambridge’s gift card Program deployed in all properties in Ivanhoe Cambridge’s Retail portfolio and, where appropriate, properties in other asset classes. With the responsibility of driving optimized performance of this program, you will be deemed successful when you demonstrate a positive trending ROI on total gift card sales vs. investment, drive sustainable cost savings through operational excellence, and offer an optimal customer experience and activate the full scope of planned marketing activities with minimal errors and customer complaints.
You will be able to balance portfolio-wide objectives for B2C and B2B customers with differentiated local property priorities. To do so, you will need to develop strong working relationships with a variety of internal leaders (Marketing Strategy & Partnerships, Property Marketing, Operations, Finance, Accounting) and decentralized teams (General Managers, Property Managers, Guest Service Supervisors) alike. It will also be critical to grow a portfolio of key relationships with critical external players (vendors, payment processors, industry leaders).
Your main duties include: Overseeing all activities of the Program including dedicated internal and external resources, from go to market to customer service; Executing all online and in-mall gift card sales campaigns and programs as outlined in the shared Marketing calendar; Providing in-mall stakeholders with the training and materials for them to fully understand and embrace all gift card programs, tools and policies; Developing and maintaining the CRM databases, cultivating insight on shopper behaviour to inform the larger team on pain points to be improved and/or areas to be enhanced in future campaigns and/or tech deployments, especially on the B2B and B2C ecommerce platforms and the www.shopping.ca website; Collaborate with the Senior Advisor, Sales Programs in the design and delivery of gift card sales strategies, performance analyses and reports; Managing sales and financial protocols and established security, privacy, and counter-fraud practices across the portfolio. Work with Finance and Legal to adapt protocols as required by banks and other regulators; Tracking and monitoring all sales, costs, revenues, and budget trends. Where appropriate, proactively escalating and mitigating associated risks and/or issues; Insure reconciliation of the Program activities in collaboration with the Finances Business unit; Testing and deploying new sales and payment methods in partnership with the Digital Platforms team, the IT department, and local teams; Championing excellent customer service practices, overseeing centralized response activities, and answering escalated customer complaints; Insure proper support and guidance to properties as needed for all steps of the Program activities.
Key requirements Bachelor’s degree in business administration or marketing required; An omni-channel marketer with at least 5 years experience. Experience with marketing operations in the field of retail, shopping centers or B2C financial products will be considered an asset; Analytical: comfortable with sales data and analytics, easily able to find patterns or outliers; be comfortable with financial reconciliation and optimizing a PnL; Customer Centric: delivers excellent service to internal and external stakeholders alike; Strong Team Player: works well in a collaborative environment and voluntarily assumes tasks / new responsibilities; Action-Oriented: Self-starter with a strong sense of urgency and ownership; Curious: deeply interested in consumer trends and the actions that can change or sway behaviours; Clear and Focused: strong project management skills, detailed-oriented and well-organized; Able to work outside of standard business hours during special events / holidays, a few times a year; Oral and written proficiency in French and English.
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