Customer Relationship Management Manager

Overview

It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we’re on the lookout for talented people who share our vision and values and want to join us in this journey.

The Company:

OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition.

Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity. Our Vision is to be the premier sales organization in North America by 2025, enriching the lives of all people and the communities we live in. Our Values are, Belonging, Collaboration, Responsibility, Passion, Over Achievement, and Innovation.

The Position:

We are currently seeking a Customer Relationship Management Manager. Reporting to the Senior Manager CRM you will take ownership of managing clients CRM campaign planning and execution with highly engaged existing and prospective customer audiences. In this role you will help lead CRM strategy for the client across all business units. The CRM Manager requires the ability to understand how to engage and drive engagement and conversion with client customers base across the businesses for B2C leveraging a combination of customer insights, rewards programs, email and push notification. Responsible for CRM plan activation across B2B & B2C platforms including database management, analytics, lead management, and end user communications.

What you’re responsible for:

Campaign Management and Execution Excellence (70%)

1. Own CRM campaign planning and execution process from concept to execution and improvement. Work closely with CRM AOR to deliver highly personalized campaigns across all CRM channels including Email Marketing, SMS Marketing and Push Notification.
2. Own CRM PN Channel - Planning, management, execution, reporting and improvement
3. Own LCP process ensuring all campaigns are legal compliant
4. Own campaign A/B testing calendar and improvement plan to optimize Open Rate (OR), CTR (Click through rate), CTOR (Click through Open rate), CVR (Conversion) for all channels
5. Own automated trigger campaigns. Improve existing trigger campaigns and find opportunities to automate new campaigns.
6. Work as subject matter expert in guiding LoBs on CRM best practices and ensuring best practices are implemented to improve campaign performance & engagement

Channel Support and Campaign automation (30%)

1. Manage partner relations with Samsung Canada CRM Agency of Record including strategy creation, plan activation, budget, briefs and status meetings
2. Support the management of the overall CRM program budget and individual campaign budgets across all business divisions
3. Collaborate with client head office counterparts to support Global CRM strategy and programs
4. Contribute CRM subject matter expertise by educating and guiding the Samsung business and marketing teams on CRM best practices
5. Work with Samsung Legal to ensure all customer data integrations and consumers facing commercial Electronic Messages follow Canadian Privacy Laws including PIPEDA and CASL
6. Support the growth of the CRM marketing database and related technologies in compliance with current Government regulation and future updates

To join our team:

1. 3+ years’ experience in a similar function
2. Experience in Direct or Digital Marketing in a B2B and B2C environment including database management, email, push notification and SMS marketing
3. Experience managing loyalty programs and/or lifecycle-based communications
4. Experience with marketing automation and analytics tools, including Adobe Campaign, Audience Manager and Adobe Analytics
5. Experience with and understanding of complex database marketing techniques including, but not limited to, platform set-up and configurations, segmentation, analysis, data feeds and familiarity with the legal framework around database marketing in Canada
6. Strong background in customer acquisition, re-engagement and retention strategies
7. Excellent oral and written communication skills
8. Excellent analytical and problem-solving skills
9. Excellent presentation skills – ability to distil complex analysis and program recommendations into concise management information
10. Strong organization skills
11. Proficient in MS Excel, Word and PowerPoint

What we offer:

1. A competitive base salary $105K plus bonus and other perks
2. 3 weeks’ vacation plus additional flex days
3. Comprehensive benefits
4. RRSP Matching program
5. Training and development opportunities to grow your career with one of Canada’s Best Managed Companies
6. A supportive workplace culture and work environment

If this sounds like you and you’re excited to be a member of our team, please apply now.

We thank all interested applicants; however, only qualified candidates will be contacted. This position requires successful completion of a criminal background check.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation