Senior Manager, Digital Messaging

Position: Senior Manager, Digital Messaging - 18-month Contract
Overview
At Loblaw Digital, we know that our customers expect the best from us. Whether that means building the best, most innovative online shopping experience, or designing an app that will impact the lives of people across the country, we’re up for the challenge. From our office in Downtown Toronto, we’ve created leading eCommerce experiences in the online grocery shopping, beauty, pharmacy, and apparel spaces, and we’re only just getting started.

Why is this role important?  As the Senior Manager, Digital Messaging you will be responsible for defining, developing, and executing sophisticated, multi-channel, and personalized digital communication strategies that drive customer engagement, loyalty, and business results. This role leads the Shopping & Post-purchase Digital Messaging pod, and also leads the PC Express, Joe Fresh, and Shoppers Drug Mart E-commerce digital messaging programs.

You will collaborate with multiple teams to deliver impactful digital messaging strategies, triggers, and journeys across email, SMS, push notifications, and in-app channels. You are a strategic marketer who understands customer behavior, leverages analytics to uncover insights, and champions data-driven decision-making.

What You’ll Do

Responsible for strategizing, solutioning, and optimizing digital messaging strategies, including automated customer lifecycle communications like new customer messaging and behavior based triggers like abandoned cart emails.

Drive customer action and engagement for the PC Express, Joe Fresh, and Shoppers Drug Mart E-commerce Digital Messaging programs. Channels include:
Email, SMS and push notifications.

Lead the Shopping & Post Purchase pod by identifying and implementing new behavior-based personalized triggers and optimizing the portfolio & performance of existing triggers.

Co-own with Notification Services, the transactional notifications strategy and post-purchase customer journey across all business units.

Partner with various internal groups to further develop acquisition and retention strategies, implement new campaigns and continuously optimize performance.

Implement sophisticated automated customer lifecycle journeys based on insights uncovered through analysis of campaign performance and customer data.

Analyze in collaboration with Marketing and Analytics, customer behavior to identify insights and opportunities for new segmentation, triggers and potential lifecycle changes.

Develop strategies to manage and grow customer databases, working in partnership with business leads.

Continue to grow, lead, and coach a high-performing team of Managers & Specialists.

What You’ll Bring

University or college degree in business, marketing or an equivalent degree in a field of study related to the job

8+ years hands-on experience managing digital messaging channels (email, push notifications, SMS).

3+ years of people management experience.

Deep expertise using Salesforce Marketing Cloud and/or MoEngage is a requirement

Experience with multiple Email Service Providers (Sendwithus, Sendgrid/Twilio & Bluecore are considered a plus), HTML, AMPscript and web analytics (e.g., Omniture, Google Analytics) and tools such as Movable Ink or Litmus.

Demonstrated ability to work autonomously & collaboratively in a highly demanding and ambiguous environment with multiple stakeholders/teams to solve complex problems.

Strong attention to detail and exceptional organizational and project management skills.

Hands-on problem solver who focuses on ‘getting stuff done’ and finding creative ways to remove obstacles.

Proven ability to generate meaningful insights from data.

Exceptional verbal/written communication and presentation skills.

Note
This will be an 18-month contract role.

How You’ll Succeed
At Loblaw Digital, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. We’re able to keep innovating because our colleagues are passionate about their work and excited about the future of eCommerce. If you have big ideas, undeniable enthusiasm, and thrive in a collaborative, creative, and diverse group, we’ll get along just…