Marketing Manager, Customer Management (BB-A5860)
Found in: Talent CA
Description:Referred applicants should not apply directly to this role. All referred applicants must first be submitted through Workday by a current Loblaw Colleague.President’s Choice Bank (PCF) is a wholly-owned subsidiary of Loblaw Companies Limited (LCL) and was established to promote President’s Choice Financial® products and services across Canada. PCF is focused on providing everyday payment solutions and services that reward the everyday. Together with the PC Services division of Loblaws Inc. which operates in the same office location, we offer products and services in the following segments:Payment Cards: The President’s Choice Financial Mastercard® credit card offers PC OptimumTM points for every dollar spent, with no annual fee. The PC MoneyTM Account is the newest addition to the payment products offered and operated by President’s Choice Bank. The PC Money Account works like a bank account and offers PC Optimum points for every purchase, with no monthly fee.Insurance: PC® home and auto insurance are offered through PC Financial Insurance Broker Inc. and relationships with several insurance companies.Telecom and Gift Cards: The Mobile Shop, PC mobile prepaid cell phone service, and Gift Cards businesses are focused upon delivering convenience and exceptional value to LCL customers. LCL is Canada’s largest food distributor and has expanded into certain non-food categories, with operations across the country. LCL concentrates on food retailing with the objective of providing consumers with the best in one-stop shopping for everyday household needs.PCF and PC Services are important business units within LCL that manage and develop the products and service programs in order to improve the customer experience, maximize value, and provide a platform to enhance customer insights and relationships. Our vision is to make the everyday simple and betterThe Manager, Customer Management will own end-to-end planning and delivery of omnichannel, multiproduct, communications to our existing PC Money and PC Mastercard customers. With an understanding of our customer segments, KPIs, and regulatory requirements, the role entails identifying, recommending, and executing strategic marketing campaigns to address customers opportunities while working closely with a cross-functional teams. This is an exciting opportunity to lead CRM initiatives to drive engagement and business results with +2M customers nationally, within a strategically important pillar of the Loblaw enterprise, stewarding a beloved brand President’s Choice. Our Marketing team is looking for a passionate and data-driven leader who embodies our values of: Care, Ownership, Respect, Excellence, to add to our dynamic culture and capabilities.What You'll DoOwn the end-to-end delivery of marketing initiatives to address customer opportunities against tightly defined key performance indicators (KPIs) focused on driving spend, engagement, growing deposit balances, and changes to our customer value proposition (e.g. pricing and regulatory updates)Own the evolution of our Customer Relationship Marketing (CRM) strategy and execution to drive entrenchment and loyalty with our customers, post onboarding, using customer journey mapping to help guide thinkingLead the tracking and monitoring of programs to measure overall effectiveness, learnings, and make recommendations accordingly to ensure customer KPIs are metIdentify and bring data insights to life by deploying A/B testing and experimentation to continuously improve and optimize our communications strategyChampion a customer centric approach, with a focus on using customers insights to inform planning while ensuring adherence to our brandCollaborate with teams across PC Financial (including Product Management, Credit Risk, Legal & Compliance, Insights & Analytics, Operations) and external partners (marketing agencies, Loblaw Digital) in support of various initiativesLead planning with external & internal partners in the design and execution of high impact programs that drive customer behavior in key categories including gas, health & beauty, grocery, and travelLead the creative development process; working with agency teams to deliver innovative and impactful programs for our customer baseResponsible for marketing budget, including forecasting, tracking, reporting and invoicingEnsure business issues, customer complaints, etc. are resolved in a timely mannerWhat You'll NeedUniversity degree with a specialization in Marketing, Business or Commerce3-5 years of related experience in banking/deposits in customer lifecycle/CRM required, with experience mapping customer journeys across multiple channels (email, SMS, in-app notifications, and offline channels) and familiarity with CRM software (i.e. Salesforce Marketing Cloud)Strong analytical skills and ability to translate data into business insights through campaigns and A/B testing Passion for customer insights and communications to achieve business objectivesExperience working in a fast-paced environment using agile methodologies to continuously launch and iterate on programsExperience in briefing and coaching an agency to deliver high impact creative outputAbility to manage, prioritize and execute multiple projects effectivelyAbility to manage internal and external stakeholdersBudget management experienceExcellent time management skills, capable of managing multiple programs simultaneouslyStrong verbal, written and communication skillsTrack record of delivering key business resultsCome and join a winning team who demonstrates innovation, energy, creativity and vision. We recognize the importance of a diverse workforce and we therefor encourage applications from Aboriginal Peoples, women, members of a visible minority and persons with a disability. We thank all applicants for their interest, however, only those selected for an interview will be contacted.Number of Openings:1PC Financial recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities.In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.
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