Ville : Toronto, Ontario

Catégorie : Full time

Industrie : Digital & Ecommerce

Employeur : Shoppers Drug Mart®

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experience, or designing an app that will impact the lives of people across the country, we’re up for the challenge. From our office in Downtown Toronto, we’ve created leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, and apparel spaces, and we’re only just getting started.

Why is this role important?

At Loblaw Digital, we know that our customers expect the best from us. We enable the digital experiences for a wide range of businesses across grocery, pharmacy, financial services, and apparel. Our ability to provide customers with relevant, multi-channel personalized customer experiences is paramount to our success.

We are seeking a visionary and data-driven Director of Digital Customer Communications to inform the strategy and lead the implementation of that vision across all our digital communications for customers, underpinned by personalization. This role is pivotal in driving customer engagement, retention, and ultimately, the profitable growth of Loblaw Companies Limited by crafting a seamless, personalized, and engaging experience across all digital messaging channels. You will play a crucial role in shaping our enterprise strategy for timely and relevant communications, agnostic of business unit, focused squarely on the customer.  

What you’ll Lead

• Develop and execute a comprehensive digital customer messaging strategy aligned with the overall business objectives, brand guidelines, and customer journey, contributing to our  long-term growth strategy.

• Champion an innovative customer communications experiences within and across departments, platforms and channels, driving clarity in roles and responsibilities related to digital messaging.

• Oversee all aspects of digital messaging operations, including but not limited to: segmentation, scheduling, deployment, testing, and reporting for all online communications, driving trial and engagement with key products and initiatives.

• Establish and utilize key health metrics to monitor the effectiveness of digital messaging campaigns, analyze performance against established plans, identify risks and opportunities, and proactively develop recommendations for optimization.

• Lead, manage, and mentor a high-performing team of digital messaging specialists and customer insights and analytics team members 

• Manage the budget and resources allocated to digital customer messaging.

• Prepare and deliver compelling presentations and reports summarizing key findings, recommendations, and results to executive leadership and key stakeholders.

• Collaborate effectively with cross-functional teams (e.g., Marketing, Product, Sales, Finance) to ensure alignment and support of digital messaging strategies throughout customer lifecycle.

Qualifications:

• Bachelor's degree in Marketing, Communications, or a related field.

• 7+ years of experience in a growth and/or digital marketing role with a strong focus on customer messaging and lifecycle marketing. 

• A proven track record of driving profitable growth.

• Exceptional analytical and problem-solving skills with a data-driven approach.

• Experience with marketing automation platforms and CRM systems (e.g., Salesforce, Moengage, Marketo, HubSpot, Braze).

• Excellent communication, interpersonal, and presentation skills.

• Strong leadership and team management skills, with a demonstrated ability to  lead large scale change and motivate high-performing teams.

Bonus points

• Experience with mobile app messaging platforms and strategies.

• Experience in large matrixed organizations

• Deep understanding of email marketing best practices, deliverability, and spam regulations.

Loblaw recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation's evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

How You’ll Succeed: 

At Loblaw Digital, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. 

We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of eCommerce.

If you have big ideas, undeniable enthusiasm, and thrive in a collaborative, creative, and diverse group, we’ll get along just fine.

Looking for a challenge? Good. Love an innovative work environment? Even better.

Apply today.

Employment Type:

Type of Role:

Loblaw Digital recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing.  Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.