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Customer Journey Manager
Circle K
Calgary, CAN
Full Time
Manager
Onsite
1 weeks ago
CRM StrategyCustomer Journey MappingEmail MarketingSMS MarketingNewsletter MarketingApp Growth
Free
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CRM StrategyCustomer Journey MappingEmail Marketing
About the Role
Circle K is looking for a Customer Journey Manager to lead CRM strategy, customer journey design, and app growth. This individual contributor role involves defining national CRM strategy across email, SMS, newsletter, and the Circle K App, managing in-app content, and ensuring privacy compliance.
Key Skills for This Role
CRM StrategyCustomer Journey MappingEmail MarketingSMS MarketingNewsletter MarketingApp Growth
Responsibilities
- 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 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 defined KPIs
- Champion the evolution of CRM capabilities, including journey automation
- Lead the growth of the Circle K App, identifying and developing opportunities to expand the program
- Manage in app content across offers, promotions, and vendor integrations in collaboration with regional leads
- Coordinate inputs and approvals across business units, Merchandising, Legal, and Technology teams
- Own privacy compliance across all loyalty CRM channels, including opt in flows, consent management, and policy updates
Requirements
- Bachelor's degree in marketing, Business Administration, Communications, or related discipline
- Minimum 4 6 years of experience in CRM or lifecycle marketing; retail or CPG experience 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
- 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 strategic and executional level
Full Job Posting
THE ROLE
- Reporting to the Director of Marketing, the Manager, Customer Journeys shapes how we communicate nationally across CRM, SMS, and newsletter, and leads 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.
What You’ll Do
- Define the national CRM strategy across email, SMS, newsletter, and the Circle K App.
- Map and design end to end customer journeys.
- Brief the CRM Activation team with clear campaign requirements and journey logic.
- Consolidate business unit content into a unified national communications calendar.
- Oversee campaign performance and drive optimizations based on KPIs.
- Champion the evolution of CRM capabilities, including journey automation.
- Lead the growth of the Circle K App, identifying opportunities to expand the program.
- Manage in app content across offers, promotions, and vendor integrations.
- Coordinate inputs and approvals across business units, Merchandising, Legal, and Technology teams.
- Own privacy compliance across all loyalty CRM channels.
What You’ll Need
- Bachelor's degree in marketing, Business Administration, Communications, or related discipline.
- Minimum 4 6 years of experience in CRM or lifecycle marketing; retail or CPG experience 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.
- 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 strategic and executional level.
Why You Should Work Here
- Group Insurance Program: health and dental care, long term disability, life insurance, health spending account.
- Pension Plan.
- Share Purchase Plan.
- Paid Time Off: vacation days, sick days, and personal days.
- Training and Development opportunities.
- Recognition and Rewards programs.
- Mentorship Program.
- Scholarship Program for employees and their children.
Location
- On site, Calgary, AB.
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