Montréal
Administrative & Assistantship
Full - Time
16-Jul-2021

MISSION OF THE JOB:

The loyalty programs coordinator will play a strategic role by ensuring an optimized customer experience on our loyalty clubs dedicated to our Canadian salon owners. He or she will oversee the day-to-day operations of our loyalty program, leading the development and execution of all program rewards and activities. The ideal candidate for this role must have strong communication and influencing skills, as well as the ability to drive and manage strategic initiatives across multiple cross-functional teams.

RESPONSIBILITIES:

MANAGEMENT OF OUR LOYALTY PROGRAMS

  • Coordinate the tactical elements of all rewards, campaigns and events related to the loyalty program.
  • Own project management functions including facilitating cross-functional workstream planning and documentation, ensuring timely development and execution of loyalty program campaigns.
  • Assist in developing and executing a program campaign/promotions calendar, working closely with Marketing, Education, Commercial teams and external partners.
  • Identify and develop innovative personalization strategies to test across member groups and channels.
  • Stay current on loyalty trends and monitor the competitive landscape to determine opportunities to optimize and test new rewards/features.
  • Contribute to program retrospectives, extract data and track KPIS to write reports with recommendations for the different teams (marketing, sales, education).
  • Act as a key point of contact in the relationship with suppliers, to ensure good inventory management and a renewed offer of catalog rewards.

CUSTOMER SERVICE

  • Provide day-to-day client and account support, and answer client and internal team requests
  • Ensure an agile, bug free user experience on our B2B loyalty platform
  • Support incident management for any major issue and manage enhancements affecting conversion rate, new member’s activation or availability of the products or the platforms
  • Contribute to loyalty programs adoption by performing trainings and providing support to business consultants and salon owners.
  • Financial responsibilities where appropriate, i.e. invoicing, follow up, etc. Ensure managers are kept up to date with all facts and issues regarding assigned accounts in a timely manner

ORDER & SALES DATA MANAGEMENT

  • Work with suppliers and distributors to make sure that orders are delivered on-time
  • Approve and process members’ reimbursement requests
  • Reimburse distributors for Backbar (professional size products)
  • Work with business partners (distributors) to gather salons sales data for points calculation

WE ARE LOOKING FOR:

  • Minimum 3 years of loyalty, project management and/or digital marketing experience
  • Organized self-starter with the ability to manage multiple projects simultaneously
  • Acute attention to detail and good sense of customer service
  • Strong communicator who thrives in a collaborative environment
  • At ease with IT Technologies & architecture
  • Bilingual (English & French)

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