Job Summary:

Join the Customer Retention team as our Senior Manager, CRM. This is an exciting time of rapid growth and geographical expansion for GDI, with new technical capabilities for the team. You'll own the strategy and long-term roadmap for our CRM channels, email, SMS, and app push, with emerging channels launching soon, and lead the full CRM team to deliver best-in-class, personalized customer experience. Reporting to the Director, Customer Retention, you'll be the strategic owner of CRM performance, setting the vision for how we grow engagement and lifetime value through customer insight, advanced personalization, segmentation, and iterative testing, while staying close enough to the work to guide execution and unblock your team day to day.

This is a people management role where you'll also collaborate closely across teams and gain regular visibility with the leadership team. Be part of our ongoing shift from a traditional brick & mortar retailer to a global omni-channel leader and tech-first fashion disruptor.

Responsibilities:

• Set the vision, CRM strategy, and multi-year roadmap across email, SMS, and app push, with plans to expand into new channels;
• Guide the team on smart, next-best-action orchestration strategies to grow customer engagement and lifetime value;Own, monitor, and manage the CRM budget, making spend decisions that optimize ROI;
• Set high standards, document processes, and enforce CRM governance, continuously improving the quality, speed, and efficiency of the team's output;
• Bring AI into our decision-making, output, and workflows, whether to improve operational efficiency or the customer experience;
• Partner closely with brand, creative, product owners, IT, and other stakeholders to align on priorities, resolve issues, and unblock the working teams;
• Research, prepare, and pitch executive-level business cases to secure new investment or gain cross-functional alignment;
• Drive and operationalize the CRM A/B testing program for learning, innovation, and added customer value;
• Report on, analyze, and audit CRM performance data, deep-diving with tools such as Excel, Sigma, Snowflake, and Google Analytics 4, to surface deeper insights, proactively course correct, and highlight new opportunities;
• Coach and develop the skills of your direct reports, building a best-in-class team with a clear path for their career growth;
• Stay on top of CASL, GDPR, and other data and privacy regulations across the markets we operate in, and ensure GDI's ongoing compliance;
• Be the visionary and thought leader on CRM, bringing innovation, new ideas, and best practices to the team.

Qualifications:

• Bachelor's degree in Marketing, Business, Strategic Management, or a quantitative field required; an MBA or equivalent advanced degree is an asset;
• 8+ years of hands-on experience in digital CRM, lifecycle marketing, or relevant management consulting;
• 4+ years of direct people management experience;
• Hands-on experience with Braze, Salesforce Marketing Cloud, Klaviyo, or a comparable enterprise CRM and/or CDP such as Segment or Optimove;
• Experience operating within an Agile framework (JIRA, Confluence);
• Strong quantitative background, data-driven, with sharp problem-solving, A/B testing, and data-auditing skills, and expertise in reporting tools such as Google Analytics 4, Sigma, Snowflake, or Supermetrics;
• Hands-on experience with first-party data collection aimed at deep personalization;
• Experience building financial forecasting models and managing budgets;
• Adept at data storytelling and presenting to senior leadership;
• A fast, confident, thoughtful decision-maker who is comfortable leading through change;
• Strong influencing skills, with good judgement in weighing business tradeoffs in time, budget, and impact;
• Strong understanding of the fashion retail industry is a plus;
• Bilingualism (French and English) is required for daily communication with suppliers, employees, and stakeholders, both within and outside of Quebec.

At GDI, you will be part of a growing organization that understands the importance of investing in people and offers you:

• A comprehensive compensation package that includes performance-driven bonuses;
• A group retirement savings program with employer matching;
• Flexible group insurance with personalized coverage that meets your needs;
• An employee discount at Garage and Dynamite;
• Exclusive private sample sales;
• A flexible vacation policy;
• And more!

Candidates that are retained will be called for an interview.#NR-LI1