40 Hanna Ave, Toronto, Ontario, M6K 0C3
The decision to join a company is a big one. We have opportunities for hard working, energetic and reliable people just like you.
Why is this role important?
We operate and innovate Canada’s best digital loyalty platform that goes beyond just offers, ultimately allowing customers to earn more value, an enhanced purchasing experience and solving more of our customers’ everyday needs through personalization & curation. This journey is transformational not just for us, but all Canadians. We need big ideas, bigger enthusiasm and lot of diverse skillsets to come together and make this a reality and you will be a foundational part of that.
The Loyalty/Subscriptions Product Strategy group is responsible for developing and operating the subscription & loyalty program experience for the millions of Loblaws/Shoppers customers that use our products on a daily basis. As part of the team, you’ll be instrumental in defining, implementing, and operating our program(s) and to deliver on the vision to make the everyday simpler and better for our users. We’re an agile team of doers with a bias for design thinking principles, speed over perfection and data driven decision making.
The impact you’ll make
As the Manager, Loyalty Portfolio Management, you will be responsible for managing the daily operations, and ongoing improvement of the PC Optimum and the PC Insiders Subscription program. This entails; managing various stakeholders who support the ongoing evolution of the technical platform to delivery impactful and consumer focus innovation, defining and tracking key performance indicators that deliver on both desired consumer and business outcomes, support customer servicing and overall improve member experience, contributing to the development of the loyalty roadmap, and tracking program financial performance.
What you’ll do:
Guide ongoing development by defining business requirements, working closely with technical teams throughout the delivery of the new features and innovation
Develop measurement strategies and reporting on program KPIs
Manage the budget for the program, including the P&L, reporting, and forecasting
Manage customer servicing teams to find efficiencies and improve the overall customer experience
Manage day-to-day operations of the PC Optimum and PC Insiders Subscription program which includes: customer acquisition, account management, upsell/cross-sell, customer support, digital experience, marketing, reporting and insights
Work collectively across the Loblaw organization and build partnerships with digital, divisions, marketing, operations, finance, legal and IT teams to ensure our program remains a strategic priority
Develop reports and conduct analysis to strengthen partnerships between the loyalty and subscription product strategy group and the various businesses across the Loblaws/Shoppers ecosystem
Work with various business units across Loblaw to report on program activity
Digest quantitative and qualitative insights about PC Optimum and PC Insiders Subscription program members and find creative ways to strengthen the customer experience with the program
Actively contribute to the ongoing development of the program value proposition and long term strategic goals
Does this sound like you?
University degree in business, marketing, math/science, and/or engineering. MBA preferred
3-5 years of experience in strategy and/or product management within loyalty, retail, CPG, or financial institution company
Experience with a recurring revenue product preferred
Strong planning, analytical, and problem-solving skills to drive towards data driven decisions
Experience managing P&L, setting and exceeding acquisition targets in omni-channel environments (online/mobile, retail)
Ability to manage conflicting priorities and experience as a product manager with several parallel development streams
Self-starter, ability to work both independently and collaboratively in a fast-paced work environment
Shows strong initiative as a thinker, taking independent actions and calculated risks
Strong business development skills to build partnerships within and outside the organization
Proven leadership, storytelling, and presentation skills
Passionate about loyalty and subscription programs with customer-centric ideas
How you’ll succeed
At Loblaw, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of eCommerce. You will get to work with some of the best digital minds and will have the support of world class technologies to craft products our customers will love!
Loblaw 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 with disabilities in the recruitment and assessment process and when hired. 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.
How You’ll Succeed:
At Loblaw, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.
If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.
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.
Type of Role:
Loblaw 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 with disabilities in the recruitment and assessment process and when hired.
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