Calgary Co-operative Association Limited
This position is responsible for the planning, development, execution and measurement of targeted marketing programs and customer journeys leading to an increase in member loyalty, engagement and retention across all Lines of Business. Further, the Loyalty Analyst leverages data to uncover insights about member behavior, measures loyalty program performance and engagement trends and sharing these insights in a clear, compelling way that drives strategic decisions by internal stakeholders. Responsibilities: * Participate in the strategy, development, execution and measurement of targeted loyalty programs and offers for various member segments across all applicable lines of business. Ensure all programs, offers and processes are built and executed to ensure a strong member experience. * Lead and coordinate the planning and execution of loyalty-related programs while liaising with Marketing, IT, Merch, Finance, and external partners to ensure alignment and timely delivery. * Analyze the performance of the loyalty program across all channels, including app engagement, digital coupon usage, KPI’s, member engagement/ behavior, churn risk and campaign/ reward effectiveness and recommend data-driven enhancements to loyalty strategies, promotions, and customer journeys. * Turn complex data into clear, business-friendly insights tailored for key stakeholders across the business * Conduct A/B testing and post-campaign analyses to evaluate program effectiveness and inform future strategy including timely reporting of program results. * Responsible for the planning, testing, set up, and maintenance of various programs/ offers and future enhancements within the Calgary Co-op App. * Evaluate the ROI of loyalty initiatives and identify which campaigns, games, and challenges are most effective in driving customer behavior. Provide actionable recommendations to improve underperforming areas of the loyalty program. * Work alongside IT and external partners on platform functionality/ enhancements and testing * Responsible for ensuring internal awareness of loyalty programs and initiatives including the development of communications and reports shared with teams across the business. * Work with Calgary Co-op’s loyalty partners to deliver more experiences and value to the membership. * Build strong working relationships with both internal teams and external partners. * Monitor market trends, member feedback, competitive loyalty programs and innovations in loyalty, gamification, and customer analytics to identify new opportunities and best practices. * Assist in budgeting, forecasting, and ROI analysis of loyalty initiatives. * Provide leadership and direction while upholding confidentiality in all lines of business including the administration of the policies and procedures for the company. * Participate in the development and action of yearly competency performance work plan and development action plan. * Provide leadership in the areas of Health, Safety and Environment (HSE) including participate in HSE activities, ensuring employees are knowledgeable about and comply with HSE policies, procedures and legislation, assist in identifying unhealthy, unsafe situations and ensure corrective action is taken. Perform other duties as assigned. Minimum Qualifications: * Post-secondary education with a degree or diploma in Business, Marketing or Data Analytics or related field. An equivalent combination of directly related post-secondary education and experience may be considered. * 5 years of experience in loyalty/ retention marketing, promotion planning, consumer insights or marketing analytics * Proven experience managing marketing campaigns/ programs or cross-functional projects * Strong understanding of marketing metrics, customer segmentation, and ROI analysis. * Strong analytical and problem-solving skills as well as interpretation of data with proficiency in Excel and data visualization tools (i.e. Tableau, Power BI) * Ability to distill data into clear, persuasive insights with strong narratives * Strong communication and collaboration skills; ability to work with technical and non-technical stakeholders * Detail-oriented with the ability to prioritize multiple projects in a fast-paced environment Technical understanding of marketing technology tools and the interaction between systems Desirable Qualifications: * Experience in a retail marketing * Project Management certification or experience in a Business Analyst role * Familiarity with mobile app analytics and gamification strategies is a strong asset * Familiarity with customer journey mapping and personalization strategies A strong understanding of category management and offer personalization About Calgary Co-op Calgary Co-op has been proudly serving the community since 1956, when it opened its first store with local farmers and ranchers to provide fresh, farm-to-table foods. Headquartered in Calgary and owned by over 456,000 members, it’s one of North America’s largest retail co-operatives, with 3,530 employees, $757 million in assets, and $1.3 billion in annual sales. We operate food centres, pharmacies, gas stations, car washes, home health care centres, wine, spirits and beer stores, and cannabis stores across Calgary, Airdrie, Cochrane, High River, Okotoks, and Strathmore. We also own Community Natural Foods, Willow Park Wines & Spirits and Beacon Pharmacy. Committed to sourcing locally whenever possible, from Calgary, Alberta, and Western Canada, the organization helps connect consumers with the producers behind their food. Calgary Co-op continues to expand its local offerings while focusing on quality and community support, earning recognition by the Canadian Grocer’s 2024 Impact Awards for our commitment to sustainability & supporting employees. *We thank all applicants for their interest; however only those being considered for an interview will be contacted.*
