Country: Canada
Closing date: 08 Sep 2019
Organization: Plan International Canada
Reports to: Senior Manager, Donor Loyalty & Insights
Location: Toronto, Canada
Status: Full-time, 12-month contract
Contact level: B
What can you expect from joining a leading organization in the global movement to advance children’s rights and equality for girls?
An inspiring team of intelligent disruptors that challenges themselves to Defy Normal – to be bold, insightful, focused and innovative.
We are one of Canada’s Most Admired Cultures and here’s why: together, we have created a climate of trust and inclusivity – where diversity in people, ideas and approaches is not only respected, it’s encouraged. We are empowered to command change and build powerful partnerships, with support from passionate leaders to unleash our full potential and learn, lead, decide and thrive.
Further information can be found at: plancanada.ca
The Position
Reporting to the Senior Manager, Donor Loyalty & Insights, the Customer Loyalty & Insights Manager will lead the development and integration of key organizational strategic initiatives – the development and execution of a win-back strategy of donors who have stopped their engagement/financial support, building an integrated contact strategy that grows value from the donor base, as well as other innovative and donor-centric loyalty initiatives.
The Customer Loyalty & Insights Manager will also contribute to donor and market segmentation – driving the development of segment strategies, and support cross-functional teams to apply segmentation insights throughout the donor life cycle across channels.
What does success look like?
• Lead the strategy development and manage the execution of a lapsed donor win back strategy to improve donor life time value and loyalty
• Develop strategy and execute testing journeys for upgrading our current donors
• Lead the integration and socialization of the donor and market segmentation strategy, including overall project management and oversight to implementing and identifying results tracking and ongoing insights
• Collaborate with product managers and marketing communications portfolio owners to consult on and assist in the development of segmented donor journeys
• Assist in the development and execution of an integrated contact strategy, working with cross functional partners to identify opportunities to drive incremental revenue in partnership to maximize donor long term value
• Leverage reporting and research to develop and share insights that support cross-team marketing initiatives
As our ideal candidate you will have:
• Demonstrated experience in growing customer/donor loyalty and retention. (Cross-functional leadership roles an asset.)
• Bachelor’s degree in Business, Marketing, Communications or related field or equivalent professional experience
• Strong evidence of delivering against ambitious revenue and retention goals
• Strong understanding of the customer relationship life cycle, including key metrics and methods for measuring customer behaviour
• Experience developing and managing segment/ customer /donor journeys an asset
• Outstanding project management, organization, analytical thinking and problem-solving skills
• Excellent written and verbal communication, with attention to detail
• Resourcefulness, innovation and creativity. Application of agile and/ or design thinking methods an asset
• Ability to manage, partner and negotiate with internal and external stakeholders (vendors and agencies) and work effectively with cross-functional teams to deliver organizational goals
• Experience working with CRM systems an asset
• Knowledge of the international development sector an asset
How to apply:
To express interest in this exciting opportunity to join a dynamic organization and a high performing team, please forward your resume and cover letter to gethired@plancanada.ca by September 8, 2019. Please reference Customer Loyalty & Insights Manager in the subject line.
Plan International Canada is an inclusive workplace, and is committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.
Consistent with our Safeguarding Children and Young People Policy, the successful candidate must receive clearance by a police background check, including the vulnerable sector screen. Applicants must be eligible to work in Canada for the duration of the work term. Proof of eligibility will be required. Plan International Canada sincerely thanks all applicants for their expressed interest in this opportunity however only those selected for an interview will be contacted. No phone calls please.
Thank you for your interest in a career at Plan International Canada!