Bootlegger is seeking an inspired, enthusiastic team member to grow our customer loyalty, email, and customer acquisition programs. As an expert in CRM, customer loyalty and email marketing, you will become the resident expert on our email program, online, and in-store loyalty initiatives. You are both creative and analytical: someone who thinks big, who isn’t afraid to dig into data to support your ideas.In addition to managing our CRM initiatives, you’ll be responsible for monitoring the results and sharing them with the larger team (senior leadership, store leaders, etc) to ensure profitable business decisions are made.

Responsibilities

LOYALTY PROGRAM MANAGEMENT AND CAMPAIGN SUPPORT

Collaborate with E-commerce Manager, Director of Marketing and others to plan loyalty events and CRM activities to achieve CRM goals and grow loyalty membership base and engagement.

Lead ongoing and ad hoc loyalty member offers, campaigns, and events with the support of the marketing team – planning, execution, store communication, and reporting on results.

Set annual KPI goals, track results & share with the team on a regular basis. Ongoing communication with store leaders on loyalty initiatives & results.

Oversee CRM related business processes, data integrity and quality issues (as pertains to customer database, privacy, CASL rules).

Connect with key departments (e.g. IT, POS, Sales audit and other divisions’ CRM leads), exchanging ideas and best practices, representing Bootlegger interests in cross-divisional initiatives

EMAIL MARKETING SUPPORT

Support Bootlegger ongoing and targeted customer email marketing activities in Bronto, our email marketing program:

Create, maintain & identify key segments of our email database. Work with eCommerce manager to develop a re-engagement strategy for the less active segments of email list. Support email automation tracks (birthday, welcome, renewal) and develop new ideas for personalized email experience.

Plan email strategy & develop A/B testing plan in conjunction with eCommerce Manager & Marketing team. Test & schedule emails; track results and understand best practices for email marketing.

Monitor email deliverability, data quality and list growth. Coordinate ad hoc contact loads with IT support as needed (e.g. contacts from event ballots, online contests, social media campaign signups, etc)

Analyze and report on email performance

CUSTOMER ANALYTICS AND RESEARCH

Working with E-Commerce Manager, Director of Marketing and other stakeholders to identify key business questions and propose market research or analytical initiatives to provide insights on such questions.

Work with relevant stakeholders to develop surveys to help answer business questions, identify opportunities and issues, and share insights.

Leverage Bootlegger marketing database to generate insights into loyalty member profile and behaviours; answer ad hoc business questions.

Provide data & insights for ad hoc business requests involving customer & transactional data

Oversee online research campaigns.

Requirements

Experience planning & coordinating customer loyalty programs, preferably in a retail environment.

Experience with email marketing & email marketing programs (Bronto preferred; experience with other programs such as MailChimp, Marketo etc. are an asset).

Exceptional communication skills, and the ability to think & work strategically in a fast-paced setting.

Strong understanding of the principles & best practices behind effective loyalty and email/customer acquisition programs.

Ability to develop customer data into reports that effectively communicate results & impacts to the business

Experience in analytical thinking, problem solving, and data analytics

Proficiency in Microsoft Excel (graphing, pivot tables, data manipulation, formulas, etc.)

Willingness to learn, a variety of data analytics systems pertaining to online, email, and loyalty analytics.

Knowledge of relational databases, Microsoft SQL Server, and OLAP tools is an asset

Additional Job Details

Providing ad hoc analytical and reporting support in other parts of the business from time to time as needed.

Providing back up for daily reporting and occasional support to operations analyst with some data /files/macros.

About You

Excel and love understanding customers, tracking performance and analysis.

Experienced in loyalty program planning, execution and analysis.

Excellent knowledge of a variety of data analytics systems Web (including Social Media) and CRM.

Can work on your own and within a Team environment.

Knowledge of online design.

Exceptional oral, written and presentation skills.

Strategic thinker in a fast paced setting.