Sr. Manager, CRM -Everyday at the Bay

Description

Day In The Life:

The Sr. Manager, CRM Marketing, Everyday at the Bay will play a critical role in the launch of a new business providing everyday goods to customers. We are looking for a CRM Marketing Manager with proven experience leading the CRM strategy and execution for a DTC/ecommerce brand. This individual will need to define customer journey, retention and personalization strategies, but also get in the weeds to deliver flawless execution and dig into reporting. This is a rare opportunity to join a start-up within a larger organization, be part of building the business from the ground up and build your team.  This leader thrives in a fast-paced, data-driven environment, possesses a strong digital-focused mindset, and brings an entrepreneurial work style. This role reports to the DVP, Marketing, Essentials.

 This role will actively support our DE&I framework by identifying opportunities to increase and promote diversity in our teams, products and brands. They will lead with inclusion to nurture our OneTeam culture by removing barriers for our Associates and communities.

What You Will Do:

• Manage the strategy, creation and execution of multi-channel CRM campaigns and drive continuous improvements to individual channel strategies, dynamic content, and customer journey
• Partner with the Everyday at The Bay and The Bay Marketing, as well as Merchandising and Site Operations teams to create robust channel strategies to optimize retention, monetization, and engagement
• Maintain and optimize the overall CRM calendar to ensure alignment across the business and across communication channels
• Track, report and improve upon actual performance metrics of individual campaigns and strategic KPIs for retention, engagement, and customer lifetime value. Be accountable for the final performance of the campaigns themselves
• Own customer segmentation and personalization, list health, deliverability, reporting on core e-mail and SMS KPIs, and collaborate with vendors to troubleshoot and enhance performance.
• Develop our email, SMS and APP capture programs while constantly seeking ways to optimize and grow our list and membership size.  Partner with legal to ensure CASL compliance.
• Use data and analysis to identify opportunities for new campaigns or automated flows, message cadence, target segments, and personalization
• Collaborate with Site Ops and Marketing team to build out new landing pages, product collections, and personalized experiences to support post-click experience of our campaigns.
• Own customer lifecycle insights and performance reporting
• Own CRM channel revenue and engagement goals across diverse customer segments
   

What You Will Need:

• 5-7 years experience in a similar role within the eCommerce or retail industry
• Understanding of customer segmentation to determine how to maximize the value of each customer to the business
• Skilled in data analytics (able to analyze data and develop actionable insights)
• Ability to identify impactful changes and challenge the status quo to improve customer experience and personalization
• Highly proficient in CRM platforms, Customer Data platforms, Google Workspace, Email Service Providers, Google Analytics, eCommerce platforms, Tableau and/or data reporting platforms
• A structured thinker with strong critical thinking and problem solving skills
• Highly organized, detail oriented, and able to adapt quickly to changing priorities in a fast paced environment
• Able to build strong relationships with, collaborate with, and influence business partners
• Desire and ability to build structure in an ambiguous, fast-paced environment that is both a matrix organization and yet a start up
• Exceptional written and verbal communication skills
   

What You Can Expect:

• A People-first culture where One Team spirit and Diversity, Equity, and Inclusion are celebrated and promoted at every step of the way
• An opportunity to work with highly supportive teams to help you build the career you want and leave your Stripe at The Bay
• A competitive benefits package including unlimited paid vacation, medical, dental, vision, parental leave top up coverages, retirement savings and more
• A ways of Working Program that enables you to work where you are most effective
• A living Well Program that provides a variety of offerings and resources to enhance your physical, mental, and financial wellness, including corporate gym membership rates.
• An amazing associate discount of up to 40% off top brands

About The Bay:

As Canada’s oldest startup, The Bay is a digital-first, purpose-led retailer. Our mission is to help Canadians live their best style of life.

The Bay is on a high-growth trajectory to become one of the largest digital retail businesses in Canada through TheBay.com and its Marketplace. If you are looking to join an iconic brand, create impactful change and be recognized for your work, we want you to join our team.

At The Bay, smart, high-performing team members will challenge you to learn and grow every day. We value ambitious work and great ideas grounded in data and insights. We are looking for talented people who love a fast-paced environment, embrace change and are looking to make an impact with groundbreaking ideas.

We are a digital-first company and brand for a diverse world and we need a diverse team to reach our potential.  Come and join a winning team that supports collaboration and demonstrates innovation, energy, creativity and vision every day.

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NOTE: Only applications submitted online will be accepted.

The Bay welcomes all applicants for this position; however only those selected for an interview will be contacted.

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