Marketing & Customer Experience Coordinator

Position Overview

Reporting to the Director, Marketing and Merchandising, the Marketing & Customer Experience Coordinator supports the execution of marketing, merchandising, loyalty and customer engagement initiatives across the retail network. This role works cross-functionally with category management, marketing, store operations and external partners to ensure consistent customer experiences, effective promotional execution and strong store communication.

Reporting to the Director, Marketing and Merchandising, the Marketing & Customer Experience Coordinator supports the execution of marketing, merchandising, loyalty and customer engagement initiatives across the retail network. This role works cross-functionally with category management, marketing, store operations and external partners to ensure consistent customer experiences, effective promotional execution and strong store communication.

This role serves as the first point of contact for customer loyalty related questions and issues submitted through digital contact forms and customer service channels, while working closely with internal and external partners to elevate and resolve complex issues identify recurring trends and support continuous improvement initiatives.

This is a great opportunity for a self-driven, solution-oriented individual who want to be a part of building programs and initiatives with a knowledgeable, collaborate team.

• Monitor and manage customer inquiries submitted through loyalty contact forms, email and customer service platforms.
• Triage and prioritize incoming tickets based on urgency, issue type, and service standards.
• Respond to customer inquiries professionally and consistently using approved brand tone and communication guidelines.
• Investigate and resolve customer concerns related to loyalty accounts, points balances, enrollments, redemptions and promotional offers.
• Provide accurate and timely follow-up to customers regarding issue resolution and case status.
• Maintain detailed and accurate customer case notes within the ticketing platform.
• Manage escalated customer situations with empathy, professionalism and sound judgment.
• Apply structured workflows, decision trees and escalation protocols to ensure consistent issue handling.
• Monitor customer feedback channels including Google Reviews, customer service inquiries and loyalty support requests.
• Track recurring customer concerns and identify opportunities for operational or customer experience improvements.

• Issue customer compensation, goodwill gestures and loyalty point adjustments within approved authorization limits and policies.
• Assess customer concerns and determine appropriate resolutions based on predefined service recovery guidelines.
• Escalate compensation requests exceeding authorization thresholds to leadership for approval
• Track and document compensation trends and recurring service recovery situations.

• Coordinate marketing and merchandising communications for store locations across promotional cycles.
• Maintain promotional calendars, tracking tools and marketing submission documents.
• Where needed, review and validate promotional and merchandising content for completeness and accuracy.
• Coordinate signage organization, distribution and inventory management.
• Support Category Managers and marketing teams with project coordination and execution.
• Assist with vendor communication and follow-up regarding promotional or operational initiatives.

• Coordinate bilingual communications to stores regarding promotions, loyalty updates and operational initiatives.
• Help to maintain and provide feedback on loyalty program training resources, SOPs, FAQs and reference materials.
• Ensure consistency and accuracy of communication materials across all channels.

• Post-secondary education in Marketing, Business, Retail Management or related field.
• 2+ years of experience in retail marketing, customer experience, merchandising support or loyalty programs is an asset.
• Strong organizational and project coordination skills.
• Excellent communication and interpersonal abilities.
• Experience supporting cross-functional retail initiatives in a fast-paced environment.
• Intermediate to advanced Microsoft Office skills.
• Customer-focused mindset with strong attention to detail.
• Ability to analyze feedback and identify process improvement opportunities.
• Bilingualism in English and French (written and spoken) required.

• The salary range for this role is between $52,000-$65,000 per year. Salaries are based on years of relevant experience and education.
• Learn and collaborate with the best in the industry.
• Supportive colleagues and leaders who are passionate about providing exceptional service.
• Competitive compensation package.
• Long-term incentive plan.
• 3 weeks vacation to start.
• Complete benefits program including…