Directeur, Fidélisation
- Toronto, ON, Canada
The pay range for this position is between $70,400.00 - $79,100.00 · Full-time
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Job details
- Pay
- The pay range for this position is between $70,400.00 - $79,100.00
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Vous aimez aider les autres à réussir et laisser votre marque? Vous éprouvez de la fierté à guider les clients vers les bonnes solutions pour leurs projets? Si, en plus de cela, vous êtes de nature curieuse et souhaitez acquérir de nouvelles connaissances, envisagez de commencer ou de faire progresser votre carrière chez Home Depot.
The Loyalty Marketing Manager is a data-driven loyalty marketer to that will own the strategy and execution of our Pro Xtra loyalty program across the full customer lifecycle. They will translate business goals into segmented personalized and automated journeys that drive meaningful growth in member acquisition, engagement, retention and lifetime value (LTV). They will partner closely with key partners from product, merchandising, analytics, media and UX to evolve the program value proposition, tiers and rewards to deliver measurable growth. They will track and communicate progress and results regularly to ensure visibility and alignment.
Key Responsibilities
Loyalty Marketing Strategy & Program Operations
Contribute to the multi‑year Pro Xtra loyalty strategy and translate it into annual and quarterly lifecycle marketing plans that drive acquisition, engagement, retention, and win‑back through segmented and personalized journeys.
Own insight‑driven loyalty marketing briefs that define target audiences, member value propositions, journey intent, and success metrics, guiding cross‑functional execution.
Partner with product, merchandising, analytics, media, UX, and platform partners to evolve the loyalty value proposition, including benefits, tiers, rewards, and offers aligned to member and business needs.
Oversee day‑to‑day loyalty program operations, including promotion setup, benefit fulfillment, quality assurance, and member communications, ensuring a seamless member experience.
Collaborate with Analytics and platform partners to apply customer insights, guide next‑best‑action decisions, and support program scalability and operational effectiveness.
Champion The Home Depot brand values across all member‑facing loyalty communications, leading additional loyalty initiatives as required.
Customer Focus & Campaign Performance
Lead loyalty performance reviews, ensuring alignment between member outcomes, program KPIs, and broader business objectives.
Apply performance insights and customer data to optimize loyalty initiatives in‑flight, communicating results and learnings against defined KPIs to inform future planning.
Incorporate customer research, first‑party data, loyalty insights, and competitive trends into upfront loyalty planning and prioritization.
Partner with key stakeholders to support loyalty marketing investment decisions, ensuring spend is aligned to initiatives that drive engagement, retention, and lifetime value.
Track and report on loyalty ROI and member impact, providing insights and recommendations that strengthen ongoing loyalty strategy and execution.
Build deep expertise in the Pro customer, loyalty landscape, and key drivers of member behavior and value.
Team Collaboration & Leadership
Support, inspire, and motivate fellow colleagues, direct reports, and managers alike
Lead, coach and develop small direct team of Marketing Specialists into a high-performing team
Support and enable a culture of individual and team growth and development
Building Relationships & Stakeholder Engagement
Build close, collaborative, meaningful working relationships with key business partners including merchandising pro operations, marketing, media and ecommerce
Partner closely with key stakeholders to drive loyalty and brand authority across owned and paid media and look for ways to leverage cross-portfolio promotion opportunities
Liaise with US counterparts to ensure effective integration, knowledge sharing and use of resources
Competencies
Action Oriented
Collaborates
Customer Focus
Drives Results
Communicates Effectively
Plans and Aligns
Develops Talent
Ensures Accountability
Skills
Self Starter: Driven by results and continuous improvement
Strategic Thinker: Translates high level marketing strategies into actionable plans and briefs
Customer-Centric: Uses data & insights to guide marketing strategies and decisions
Adaptable: Thrives in dynamic, fast-paced environments; embraces changes and ambiguity
Team Leader: Builds strong partnerships; people first leader; maintains positive attitude
Creative & Analytical Skills: Strong skills in creativity, data analysis, and project management
Direct Manager/Direct Reports
Reports to the Sr. Marketing Manager, Merch Marketing & Loyalty
Two (2) associates report into this role, a Sr. Marketing Specialist and a Business Analyst
Travel Requirements
Travel to Store Support Centre 5 days a week, Monday to Friday
Conduct store walks as needed (Home Depot, Competitors and non-Competitors)
Physical Requirements
Extended Sitting
In Office Requirement
On-Site, 5 days a week, Monday to Friday
Working Conditions
Working in an office setting: computer work, camera on virtual meetings, taking support calls
Working in stores and/or the Innovation Center
Must wear mandatory attire when required (ie. Steel toe boots, Apron)
Minimum Education
Undergraduate degree or college diploma preferably in business or marketing
Minimum Years Of Work Experience
7+ years in marketing, loyalty, retail, or consumer products
Minimum Leadership Experience
5+ years leading teams or cross-functional initiatives
Proven track record of developing and leading high-performing teams.
Strong ability to influence and build relationships with key stakeholders.
Certifications
None
Other Requirements/Assets
Previous loyalty experience
Advanced capability in MS PowerPoint, Excel, Word, Outlook
Familiarity with CRM products and loyalty platforms
Bilingual (English/French) will be considered an asset
The pay range for this position is between $70,400.00 - $79,100.00
The Loyalty Marketing Manager is a data-driven loyalty marketer to that will own the strategy and execution of our Pro Xtra loyalty program across the full customer lifecycle. They will translate business goals into segmented personalized and automated journeys that drive meaningful growth in member acquisition, engagement, retention and lifetime value (LTV). They will partner closely with key partners from product, merchandising, analytics, media and UX to evolve the program value proposition, tiers and rewards to deliver measurable growth. They will track and communicate progress and results regularly to ensure visibility and alignment.
Key Responsibilities
Loyalty Marketing Strategy & Program Operations
Contribute to the multi‑year Pro Xtra loyalty strategy and translate it into annual and quarterly lifecycle marketing plans that drive acquisition, engagement, retention, and win‑back through segmented and personalized journeys.
Own insight‑driven loyalty marketing briefs that define target audiences, member value propositions, journey intent, and success metrics, guiding cross‑functional execution.
Partner with product, merchandising, analytics, media, UX, and platform partners to evolve the loyalty value proposition, including benefits, tiers, rewards, and offers aligned to member and business needs.
Oversee day‑to‑day loyalty program operations, including promotion setup, benefit fulfillment, quality assurance, and member communications, ensuring a seamless member experience.
Collaborate with Analytics and platform partners to apply customer insights, guide next‑best‑action decisions, and support program scalability and operational effectiveness.
Champion The Home Depot brand values across all member‑facing loyalty communications, leading additional loyalty initiatives as required.
Customer Focus & Campaign Performance
Lead loyalty performance reviews, ensuring alignment between member outcomes, program KPIs, and broader business objectives.
Apply performance insights and customer data to optimize loyalty initiatives in‑flight, communicating results and learnings against defined KPIs to inform future planning.
Incorporate customer research, first‑party data, loyalty insights, and competitive trends into upfront loyalty planning and prioritization.
Partner with key stakeholders to support loyalty marketing investment decisions, ensuring spend is aligned to initiatives that drive engagement, retention, and lifetime value.
Track and report on loyalty ROI and member impact, providing insights and recommendations that strengthen ongoing loyalty strategy and execution.
Build deep expertise in the Pro customer, loyalty landscape, and key drivers of member behavior and value.
Team Collaboration & Leadership
Support, inspire, and motivate fellow colleagues, direct reports, and managers alike
Lead, coach and develop small direct team of Marketing Specialists into a high-performing team
Support and enable a culture of individual and team growth and development
Building Relationships & Stakeholder Engagement
Build close, collaborative, meaningful working relationships with key business partners including merchandising pro operations, marketing, media and ecommerce
Partner closely with key stakeholders to drive loyalty and brand authority across owned and paid media and look for ways to leverage cross-portfolio promotion opportunities
Liaise with US counterparts to ensure effective integration, knowledge sharing and use of resources
Competencies
Action Oriented
Collaborates
Customer Focus
Drives Results
Communicates Effectively
Plans and Aligns
Develops Talent
Ensures Accountability
Skills
Self Starter: Driven by results and continuous improvement
Strategic Thinker: Translates high level marketing strategies into actionable plans and briefs
Customer-Centric: Uses data & insights to guide marketing strategies and decisions
Adaptable: Thrives in dynamic, fast-paced environments; embraces changes and ambiguity
Team Leader: Builds strong partnerships; people first leader; maintains positive attitude
Creative & Analytical Skills: Strong skills in creativity, data analysis, and project management
Direct Manager/Direct Reports
Reports to the Sr. Marketing Manager, Merch Marketing & Loyalty
Two (2) associates report into this role, a Sr. Marketing Specialist and a Business Analyst
Travel Requirements
Travel to Store Support Centre 5 days a week, Monday to Friday
Conduct store walks as needed (Home Depot, Competitors and non-Competitors)
Physical Requirements
Extended Sitting
In Office Requirement
On-Site, 5 days a week, Monday to Friday
Working Conditions
Working in an office setting: computer work, camera on virtual meetings, taking support calls
Working in stores and/or the Innovation Center
Must wear mandatory attire when required (ie. Steel toe boots, Apron)
Minimum Education
Undergraduate degree or college diploma preferably in business or marketing
Minimum Years Of Work Experience
7+ years in marketing, loyalty, retail, or consumer products
Minimum Leadership Experience
5+ years leading teams or cross-functional initiatives
Proven track record of developing and leading high-performing teams.
Strong ability to influence and build relationships with key stakeholders.
Certifications
None
Other Requirements/Assets
Previous loyalty experience
Advanced capability in MS PowerPoint, Excel, Word, Outlook
Familiarity with CRM products and loyalty platforms
Bilingual (English/French) will be considered an asset
The pay range for this position is between $70,400.00 - $79,100.00
More about this job
Responsibilities
Develop and execute the Pro Xtra loyalty marketing strategy, including segmented customer journeys, program benefits, promotions, member communications, and operational quality. Analyze performance and customer insights to improve acquisition, engagement, retention, and lifetime value, while leading a small team and collaborating with cross-functional partners.
Requirements
Requires an undergraduate degree or college diploma, preferably in business or marketing, and at least seven years of experience in marketing, loyalty, retail, or consumer products. Requires at least five years leading teams or cross-functional initiatives, a record of developing high-performing teams, strong stakeholder influence, and advanced Microsoft Office skills; prior loyalty experience and CRM or loyalty platform familiarity are assets.
Skills
- Loyalty Marketing
- Marketing Strategy
- Customer Lifecycle Marketing
- Customer Segmentation
- Personalized Campaigns
- Data Analysis
- Program Operations
- Campaign Performance Optimization
- Project Management
- Stakeholder Engagement
- Team Leadership
- Coaching and Talent Development
- Strategic Planning
- Microsoft Excel
- Microsoft PowerPoint
Visa sponsorship
Not detected in the job text
Categories
- Marketing
- Management & Leadership
- Retail
- Data & Analytics
Keywords
- Pro Xtra
- Loyalty Marketing
- Customer Lifecycle
- Customer Acquisition
- Customer Engagement
- Customer Retention
- Win-Back Marketing
- Lifetime Value
- Customer Segmentation
- Personalized Journeys
- Marketing Automation
- Loyalty Program Operations
- Promotions
- Benefits Fulfillment
- Member Communications
- Customer Insights
- First-Party Data
- Customer Research
- Competitive Analysis
- Performance Metrics
- Return on Investment
- CRM
- Loyalty Platforms
- Merchandising
- Paid Media
- Ecommerce
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook