Brand Loyalty Lead

Overview

Department :
Brand Marketing

Reports to: Senior Manager, Global Brand Loyalty

Location: North Vancouver, B.C.

Your Opportunity at ARC’TERYX:

As our inaugural Brand Loyalty Lead, you'll be at the forefront of building something entirely new. You have a natural curiosity about what our guests value the most, and you can turn those insights into a fantastic omni-channel experience. In this role, you'll be the driving force behind launching a truly best-in-class loyalty program.

This role is based out of our North Vancouver office and is open to hybrid or fully remote work. Business operations occur on Vancouver’s time zone. Candidates must be eligible to work in Canada.

The Brand Intelligence team is a highly cross-functional team that helps define the future of Arc’teryx and how we relate to our guests and their wholistic experience of the brand. We’re obsessed with putting our guests at the forefront of every decision, while using data, analytics, and insights to inform future strategies.

• Developing an intimate understanding of our valued guests and their unique relationship with our brand
• Supporting global program strategy; localizing benefits and campaigns across priority markets in partnership with regional teams
• Being a thought partner on building and executing strategies to increase member engagement, retention, and lifetime value with all our cross-functional partners
• Overseeing day-to-day operations of the loyalty programs including enrollment, rewards, and redemption processes and support Guest Services with any guest escalations
• Ensuring seamless integration of the loyalty program across channels (digital, in-store, app).
• Analyzing customer data to identify trends, behaviors, and opportunities for program optimization and evolution
• Partnering and collaborating with Brand Marketing, Product, Digital, Retail, Tech, Analytics, and Guest Services teams to deliver cohesive loyalty experiences
• Maintaining consistency in messaging and tone across loyalty communications
• Staying ahead of industry trends and emerging technologies in loyalty and CRM
• Continually gauging and assessing the program's success and its productivity, steering its evolution towards a constant best-in-class program
• Sparking enthusiasm and empower cross-functional teams throughout the organization to unite in delivering a holistic omni-channel experience

• Launching a North American loyalty program that drives a standard of excellence for our global teams
• Disrupting how brands interact and build relationships with their guests
• Building out a function to continually manage and evolve the offering

• You have a bachelor’s degree or postsecondary education in Marketing, Business, or a related field
• You have 5+ years Loyalty, Acquisition and Retention Marketing experience
• You have experience with Salesforce Marketing Cloud and Salesforce Loyalty experience, considered an asset
• You understand loyalty legal, regulatory, and data privacy requirements
• You have an in depth understanding of the outdoor industry and of the consumer culture that Arc’teryx targets
• You are a diplomatic influencer with ability to work effectively in a matrix organization (global/local marketing team structure)
• You love data and can clearly tell stories from it
• You are able to benchmark performance data against goals to determine whether tactics need to be changed
• You are proactive in identifying the root cause of issues and developing solutions
• You remain highly flexible and adaptable when faced with ambiguity
• You effectively balance autonomy and collaboration
• You inspire breakthrough thinking and continuous improvement
• You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
• Your passion for your work is paralleled by your passion for getting outside and living it

Salary

$94,000 - $117,000 a year. A reasonable estimate of the pay range is CAD $94,000 - CAD $117,000 at the time of this posting. Within the range, individual pay is determined by factors such as job-related skills, relevant experience, education and/or training. The upper end of…