Job DescriptionIn this role, you will own the CRM roadmap and deliver high-impact, personalized customer journeys across prospect, customer, lapsed, and win-back audiences. Reporting directly to the Marketing Director, you will manage a CRM Marketing Specialist and partner closely with cross-functional teams to build performance-driven campaigns that drive conversion, retention, and clear business growth.
Hybrid Work: We require team members to be in our Mississauga office two to three days per week, offering flexibility while fostering in-person collaboration.
Benefits Offered:- Health & Financial: Extended Medical, Dental, Vision Benefits, RRSP and DPSP with company match, and tuition reimbursement.
- Work-life Balance: Generous vacation, paid holidays, and flexible work arrangements.
- Well-being: Access to our Wellness Hub and Employee Assistance Program (EAP), providing holistic support for you and your family.
- Career Development: Access to Ampli-Academy, LinkedIn Learning, Coursera, team training, and additional specialized training.
Key Responsibilities:CRM Strategy, Lifecycle, & Campaign Management- Own and execute the end-to-end CRM roadmap across all lifecycle phases (prospect, customer, lapsed, and win-back) focusing on key milestone appointments and repurchases.
- Lead performance-driven, personalized segmentation and multi-channel test-and-learn campaigns across email, direct mail, digital, and the National Contact Center.
- Build and scale data-driven outbound communication strategies focused directly on performance, conversion, and revenue growth.
Platform Ownership, Analytics, & AI Enablement- Manage the Adobe Campaign platform, including campaign automation, database selection, reporting, and functional requirements for continuous platform updates.
- Establish analytical dashboards and monitoring routines to track campaign effectiveness, measure ROI, and deliver actionable insights to senior leadership.
- Integrate practical, governed AI tools to accelerate brief creation, audience analysis, and content personalization.
Team Leadership & Cross-Functional Partnership- Coach, mentor, and prioritize tasks for the CRM Marketing Specialist, fostering their skills and career development.
- Partner closely with Marketing Performance, Brand, Digital, and Offering teams, Retail Excellence Operations, National Contact Center, IT, and Sales.
- Monitor the CRM budget, track project KPIs, and lead regular performance reviews to identify channel optimization opportunities.
Must-Have Qualifications:- Bachelor's degree in marketing, business, analytics, or a related field.
- 5-10+ years in performance CRM, customer lifecycle, database marketing, and ROI-based optimization.
- Hands-on experience with Adobe Campaign (or comparable enterprise marketing automation platforms).
- Advanced Excel and Power BI skills; ability to translate complex data into actionable recommendations for leadership.
- Experience leading direct reports, with a background as a CRM Analyst or Senior CRM Specialist prior to transitioning into team management.
- Strong history of managing end-to-end commercial funnels, driving data-led decisions, and linking marketing to measurable business results.
Preferred Qualifications:- Background in hearing care, dental, optical, pharmacy, wellness, or multi-location retail where marketing efforts drive local brick-and-mortar appointments.
- Experience operating successfully within a global or highly matrixed organization.
- Exposure to highly transactional, performance-driven environments and demonstrated success leveraging AI productivity tools to elevate work speed and quality.
Please note that AI tools may be used to assist in resume screening. All hiring decisions are made by our recruitment team.
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