Customer Journey Manager

JOIN OUR TEAM!

At Couche-Tard/Circle K, our mission is simple: to make our customer’s lives a little easier everyday. You may have already stopped for coffee, refueling your car, or eating something on the go. Then, you know what Couche-Tard/Circle K is. We have grown into a successful global company with over 17,000 stores in 29 countries, serving almost 9 million customers every day.

In total, approximately 149,000 people work in our stores and offices. We make journeys easier by offering fast and friendly service. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s going, we can help you get there. Are you ready to grow your career? Let's grow together!

Department: Marketing

Location: On site, Calgary, AB

Type of employment: Permanent, Full Time (40 hours)

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THE ROLE

Reporting to the Director of Marketing, the Manager, Customer Journeys is at the centre of how we build relationships with our customers online. This role shapes how we communicate nationally, across CRM, SMS, and newsletter, and leads the charge on the Circle K App growth. This is an individual contributor role that works closely with cross-functional teams to set strategy and bring it to life.

We are looking for someone who thinks strategically and thrives on being part of the activation and seeing ideas come to life.

WHAT YOU’LL DO

Want to start your career with us? Here's an overview of the main responsibilities of this position:

Customer Journeys

• Define the national CRM strategy across email, SMS, newsletter, and the Circle K App, including messaging frameworks, audience segmentation, cadence, and channel priorities

• Map and design end-to-end customer journeys that guide customers through the right experience at the right time

• Brief the CRM Activation team (SMS, Newsletter) with clear campaign requirements, audience briefs, and journey logic

• Consolidate business unit content into a unified national communications calendar

• Oversee campaign performance in partnership with Activation and drive optimizations based on define KPIs

• Champion the evolution of CRM capabilities, including journey automation

Circle K App Growth

• Lead the growth of the Circle K App, identifying and developing opportunities to expand the program over time

• Manage in-app content across offers, promotions, and vendor integrations, in collaboration with regional leads

• Manage what gets promoted in the app, advising on vendor opportunities and ensuring everything ladders up to the broader strategy

• Contribute to building the systems foundation of the ecosystem in support of future growth

Cross-functional collaboration

• Coordinate inputs and approvals across business units, Merchandising, Legal, and Technology teams

• Collaborate with the Quebec lead on the Couche-Tard App to ensure alignment across regional efforts

• Maintain the communication with key partners, including app developers and vendors, acting as the Customer Journeys representative in all relevant discussions

Privacy & compliance

• Own privacy compliance across all loyalty CRM channels, including opt-in flows, consent management, and policy updates

• Ensure all activities meet Canadian regulatory requirements

WHAT YOU’LL NEED

We want you to join our team! Here's what we're looking for:

Education:

• Bachelor’s degree in marketing, Business Administration, Communications, or a related discipline

Experience:

• Minimum 4-6 years of experience in CRM, or lifecycle marketing; experience in a retail or CPG environment is considered an asset.

• Proven experience building and managing customer journeys across email, SMS, and newsletter channels

• Demonstrated ability to manage external vendors and align multiple internal stakeholders

• Experience with a loyalty program considered an asset

Knowledge and skills:

• Solid understanding of CRM platforms such as Infobip and Adobe Campaign

• Working knowledge of Canadian privacy legislation, including CASL and PIPEDA

• Ability to brief cross-functional teams with clarity and purpose

• Comfortable operating at both a strategic and…