Drive the launch and operation of a new loyalty program, analyze customer data, collaborate with cross-functional teams, and enhance guest engagement.
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.
Meet Your Future Team:
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.
If you were a Brand Loyalty Lead now, here are some of the core activities you would be doing:
- 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
Here are some of the things you could be working on in the future:
- 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
Are you our next Brand Loyalty Lead?
- You have a bachelors 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
Equal Opportunity
Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.
Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.
All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.
Leave it Better
We believe that the mountains transform us, that how we adventure matters, and that there’s always a better way.
Join us in creating positive change in ourselves, our communities, and the world.
Live it. Get out there - the mountains make us better
Disruptive evolution. In pursuit of better. Always.
Commit. We set bold objectives and see them through.
Top Skills
Salesforce Loyalty
Salesforce Marketing Cloud
ARC'TERYX North Vancouver, British Columbia, CAN Office
2220 Dollarton Hwy, North Vancouver, British Columbia, Canada, V7H 1A8
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