Roots is seeking a Director, Customer Engagement and Loyalty who can deepen our understanding of our customer, and use these insights to drive improvements in Engagement, Customer satisfaction and CLTV. Reporting to the VP, eCommerce and Customer Experience, the core goal of this Director will be to drive the strategy, implementation and optimization of a best-in-class Customer Engagement and Retention program - including a Customer Loyalty program. In addition, this role will partner with cross-functional team to develop and deploy key internal Customer Surveys and ongoing assessments of Customer Sentiment. To support these programs, the Director will also be the business-side point person for technology and process supporting their area of focus.
Fundamental to success will be using data-driven insights to inform action, as well as a consistent focus on customer needs and behaviours when developing strategies and operational roadmaps. The ideal candidate will also have strong communication skills, and be able to package customer insights in a consumable form for a wide range of internal stakeholders. Experience in developing customer surveys, and a solid understanding of the technology development process is also a must.
This role is open to candidates across Canada. If not located in Toronto, travel would occur on a monthly basis (up to 10%).
The Director, Customer Engagement and Loyalty for Roots will be responsible for the following:
Strategy Development and Implementation
Customer Loyalty Program Development and Implementation
Customer Insights and CRM
Technology
Team Management
Top candidates for the Director, Customer Engagement and Loyalty role will have the following:
Founded in 1973, Roots Canada is a publicly held Canadian lifestyle brand that sells apparel, leather bags, small leather goods, footwear and active athletic wear with over 100 retail stores in North America and Asia.