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Job Details
Location : Montreal
Type of Work : Permanent, full time
Job category : Call Centre and Customer Relations
Business segment : Head office
Business unit : Transat Tours Canada
Job # : TTC-22-200

Under the supervision of the Manager, Digital Interactions, the Relational Program Specialist's mandate is to organize and ensure the success of CRM strategies, campaigns and tactics on the various communication channels according to the objectives of the Digital Interactions team and, more globally, the E-Commerce and Contact Center team. The incumbent contributes to improving engagement, customer experience, brand loyalty and business performance by building and executing a multi-channel communications plan covering all stages of the customer life cycle. The incumbent is also responsible for benchmarking, database management and performance reporting.

Responsibilities

  • Define and implement CRM acquisition, retention and loyalty tactics to optimize current relationship programs within the customer lifecycle;
  • Develop relationship calendar and communication plans across all communication channels (email and push notifications) while ensuring consistency;
  • Define target groups and select consumer groups for various campaigns;
  • Organize and ensure the success of all phases of multi-channel campaigns, automated emails and other initiatives (plan, structure, test, segment, deploy, analyze and optimize);
  • Produce and present communication plans, reports, technical briefs;
  • Manage the CRM database in Adobe Campaign;
  • Ensure workflows in Adobe Campaign are functioning properly and optimize according to the customer life cycle;
  • Collaborate on a daily basis with the marketing, e-commerce, business intelligence, IT and development teams, dataminers and with our external back end partner;
  • Develop industry best practices and bring new initiatives to the CRM team
  • Identify technical needs in Adobe Campaign, prioritize them and communicate them to our back end partner;
  • Ensure that all tactics are compliant with current legislation (GDPR and C28).

Requirements

  • College or university degree in marketing or related discipline;
  • Minimum of 3 to 5 years experience in relationship marketing, e-commerce, communications or related field;
  • Bilingualism (French and English, oral and written);
  • Knowledge of an emailing platform, Abode Campaigns an asset;
  • Knowledge of Office 365, Google Analytics and PowerBI (an asset);
  • Knowledge of HTML and/or CMS (an asset);
  • Knowledge, understanding and ability to analyze relational databases;
  • Sense of priorities, organization and deadlines, ability to analyze and synthesize, Agile approach enthusiast (an asset);
  • Committed, optimistic, solution-oriented, creative, open to change and enjoy working on a variety of activities

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