CRM and Loyalty Marketing Manager

Salary Range: $73,000.00 To $75,000.00 Annually

The CRM & Loyalty Manager is responsible for leading the strategy, execution, and continuous optimization of our email marketing and loyalty programs. This role owns customer lifecycle communications, drives retention and engagement, and ensures that every touchpoint delivers a personalized and consistent brand experience.

The ideal candidate is a data‑driven, strategic marketer with hands-on experience in omnichannel CRM, loyalty program optimization, and digital customer journeys.

• Develop and execute the email marketing strategy to drive engagement, retention, and revenue.
• Manage full end-to-end campaign production including planning, briefing, segmentation, QA, deployment, and reporting.
• Build and optimize automated lifecycle flows (welcome, post-purchase, re-engagement, loyalty triggers, etc.).
• Design, build, and test email content ensuring all creative and messaging is brand-consistent and performance-driven.
• Partner with cross-functional teams to align content with brand priorities, campaigns, and promotional calendars.
• Conduct A/B tests to improve subject lines, creative, segmentation, CTAs, and send times.
• Monitor deliverability, list health, unsubscribe trends, and ensure compliance with privacy and anti-spam regulations.

• Lead the day-to-day management, enhancements, and performance tracking of the loyalty program.
• Develop loyalty communications that increase enrollment, engagement, and repeat visits.
• Analyze loyalty behavior, customer lifetime value (LTV), and retention trends to identify growth opportunities.
• Collaborate with retail, digital, and analytics teams to ensure seamless omnichannel loyalty experiences.
• Work with eCommerce, commercial, and analytics teams to evolve loyalty benefits, earnings, and redemption mechanics.

• Track, analyze, and report on CRM KPIs, providing insights and recommendations to cross-functional partners.
• Build dashboards and recurring reports for campaign performance, retention metrics, and loyalty impact.
• Leverage segmentation and predictive analytics to personalize journeys and drive targeted campaigns.

• Partner with commercial, retail, eCommerce, and creative teams to ensure alignment across channels.
• Serve as the internal CRM subject‑matter expert and advocate for customer journey optimization.
• Manage relationships with email service providers, loyalty platform partners, and external agencies.

• 4–6+ years of experience in CRM, email marketing, loyalty management, or digital marketing.
• Strong knowledge of CRM platforms and customer data tools (e.g., Klaviyo, loyalty systems).
• Proficiency with design tools (Adobe Creative Suite, Canva, or similar) for email and loyalty content development.
• Advanced skills in segmentation, testing, reporting, and campaign optimization.
• Experience with loyalty program mechanics, customer journeys, and lifecycle marketing.
• Strong analytical skills with the ability to translate data into actionable strategies.
• Excellent project management, organizational, and cross-functional communication skills.
• A customer-first mindset and passion for data-driven marketing.

This role offers a competitive base salary of CAD $73,000–$75,000
, plus eligibility for a performance-based annual bonus of up to 20%, tied to CRM and loyalty KPIs as well as overall sales performance.

The Body Shop is an equal opportunity employer and encourages applications from all qualified individuals, including those from equity‑deserving communities. Accommodations are available upon request throughout the recruitment and selection process; candidates selected to participate will be consulted to ensure accommodations are provided in a manner that respects their accessibility needs. We thank all applicants for their interest; however, only those selected for an interview will be contacted.