Senior Manager, Loyalty Programs - Tech

Location: Brampton, ON (Hybrid, 3 days on-site)

Language: English, advanced written and verbal communication required

Background Check Requirement: Upon hire

 

About the Opportunity

Our leading retail client is seeking a Senior Manager, Loyalty to lead the strategy, day-to-day operations, and performance of a customer loyalty program. This role is accountable for driving customer retention, engagement, and profitable growth through the development and execution of loyalty initiatives that enhance the customer experience.

 

A key priority for this position is ensuring continuity and quality as an existing loyalty program is validated within a new technology architecture. In addition, you will be responsible for defining the strategy and business framework for a future-state loyalty program and leading the migration of members from a legacy platform to a new loyalty ecosystem. Working closely with Marketing, E-commerce, Store Operations, Customer Service, Finance, Legal, and Technology teams, you will play a critical role in shaping the future of the organization's customer loyalty strategy.

 

What’s In It for You

• Lead a highly visible loyalty transformation initiative with significant business impact

• Influence the future design and strategy of a customer loyalty program

• Partner with cross-functional teams across marketing, technology, operations, finance, and customer experience

• Opportunity to mentor and develop a Loyalty Analyst while building scalable processes and governance frameworks

• Join a collaborative environment focused on innovation, customer experience, and continuous improvement

 

Your Responsibilities

• You'll bring deep expertise in loyalty program rules and member journeys to validate functionality within a new technology architecture across POS, ecommerce, CRM, and customer touchpoints

• You'll lead user acceptance testing activities, including execution of vendor-provided test scenarios, identification of edge cases, defect management, and business sign-off recommendations

• You'll develop the business framework and strategy for a new loyalty program, including value proposition, segmentation, tiers, benefits, earning and redemption rules, and promotional mechanics

• You'll create and execute a member migration strategy, including point conversion rules, tier mapping, communications planning, and operational readiness across channels

• You'll own day-to-day loyalty operations, governance, promotional oversight, program enhancements, and documentation standards

• You'll define success metrics and reporting frameworks, ensuring loyalty performance data drives informed business decisions

• You'll oversee the loyalty program budget, liability management, forecasting, ROI analysis, and financial governance in partnership with Finance

• You'll serve as the business owner for loyalty data governance, ensuring compliance with privacy, consent, and data stewardship requirements

 

Skills and Qualifications

• 5+ years of experience in loyalty, CRM, retention marketing, digital product management, customer lifecycle management, or a related field

• 2+ years of people leadership experience with responsibility for coaching, performance management, and cross-functional delivery

• Bachelor's degree in Marketing, Business, Analytics, Economics, or a related discipline, or an equivalent combination of education and experience

• Experience working with loyalty and CRM platforms, including program rules, offers, member communications, and operational support

• Strong understanding of user acceptance testing (UAT), test planning, defect management, release readiness, and business requirements documentation

• Experience defining loyalty analytics, KPIs, dashboards, and reporting frameworks using tools such as Excel, Tableau, Power BI, or similar platforms

• Knowledge of Canadian privacy and consent requirements, including PIPEDA, Quebec Law 25, CASL, and applicable provincial regulations

• Strong stakeholder management, organizational, communication, and project leadership skills

 

Note from the Hiring Manager

"We’re looking for a leader who can balance strategy and execution. Someone who understands loyalty program operations, enjoys solving complex business challenges, and can bring people together to deliver meaningful customer experiences."

 

Why Partner with Altis

If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.