Job Description

About the Company

Canada Royal Milk is the only producer of infant formula in Canada, manufacturing quality products from Canadian cow and goat milk, ensuring the highest quality and nutritional value for our customers.

We are a company with a multicultural workforce that is committed to diversity and inclusion. Our team members value and embrace different perspectives and new ideas.

What We Offer

The opportunity to build and grow a progressive company, competitive wages, and extended health benefits.

What We Look For

Curiosity, commitment to learning, and a winning mindset.

About the Role

Reporting to the Marketing Manager, the Marketing Customer Loyalty & Experience Specialist is responsible for the strategic management and hands-on execution of the company's Customer Loyalty Program and Customer Experience initiatives. This role focuses on maximizing customer lifetime value within a short engagement window, driving repeat purchases, fostering brand advocacy, and enhancing word-of-mouth referrals.

The Specialist will manage the company's

Customer Management System (CMS)

, working closely with the IT department to ensure smooth operation, implementation of loyalty benefits, promo codes, and system updates. They will regularly analyze consumer data, optimize loyalty tiers, and propose innovative strategies to boost engagement, sales, and customer satisfaction.

In addition to strategic planning, this role involves content creation (blogs, newsletters, communications), collaboration with the Digital Marketing team, and active participation in both online engagement tactics and offline events. The Specialist will also monitor market trends and competitor activities to ensure the company remains a leader in customer loyalty and experience.

Job Requirements

Applicants must be legally entitled to work in Canada and have strong English language skills. The ability to read and understand written English and communicate in English both spoken and in writing is a requirement of the job.

Education:

Post-Secondary Degree or Diploma in Marketing, Business Administration, Communications, or a related field.

Experience:

Minimum 2-3 years in customer loyalty, CRM, customer experience, or related marketing roles, including experience working with CMS platforms and cross-functional teams like IT.

Skills & Qualifications:

Strong analytical skills with experience in CRM/CMS platforms and customer segmentation. Ability to brief and collaborate effectively with IT teams for technical implementations. Knowledge of customer journey mapping and experience optimization strategies. Excellent written communication skills for content development. Familiarity with social media engagement practices. Creative, proactive, and customer-focused mindset. Strong organizational and multitasking abilities. Experience in market research and competitive analysis. Team player with excellent interpersonal skills.

Knowledge of French

is an advantage. Proficiency in Microsoft Office Suite; experience with loyalty platforms is a plus. Work in compliance with the provisions of the OHSA, regulations, internal programs, policies and procedures.

Key Duties and Responsibilities

Customer Loyalty Program Management

Analyze consumer database to segment customers and optimize loyalty tiers. Develop strategies to maximize customer retention, sales, and referrals. Propose and implement seasonal offers, exclusive promotions, and personalized experiences. Regularly review and enhance the loyalty program offering based on trends and feedback.

Customer Management System (CMS) Administration

Oversee daily operations of the CMS to ensure data integrity and functionality. Collaborate with the IT department for system improvements, troubleshooting, and updates. Brief IT on technical requirements for new loyalty benefits, promo codes, and program features.

Customer Experience Enhancement

Map and improve customer journey touchpoints to deliver outstanding experiences. Monitor customer satisfaction and propose initiatives to increase engagement and advocacy. Coordinate focus groups to gather insights and improve customer interaction.

Competitive Intelligence

Track and report on competitors' loyalty and customer experience strategies. Recommend proactive improvements based on industry trends.

Content Creation & Communication

Write blogs, newsletters, and loyalty program communications. Collaborate with the Marketing Coordinator on creative campaigns and materials. Ensure loyalty initiatives are integrated into social media strategies with the Digital Marketing team. Propose and execute engagement tactics for loyalty members on social platforms.

Event Support

Assist in organizing focus groups and customer-centric events. Provide support for offline marketing activities as required.

Budget Management

Manage budgets related to loyalty and customer experience projects with attention to ROI.

Skills & Qualifications:

Strong analytical skills with experience in CRM/CMS platforms and customer segmentation. Ability to brief and collaborate effectively with IT teams for technical implementations. Knowledge of customer journey mapping and experience optimization strategies. Excellent written communication skills for content development. Familiarity with social media engagement practices. Creative, proactive, and customer-focused mindset. Strong organizational and multitasking abilities. Experience in market research and competitive analysis. Team player with excellent interpersonal skills.

Knowledge of French

is an advantage. Proficiency in Microsoft Office Suite; experience with loyalty platforms is a plus. Work in compliance with the provisions of the OHSA, regulations, internal programs, policies and procedures.

Working Conditions

The standard office hours are Monday through Friday, 8:30 am to 5:30 pm. Most of the work occurs during regular weekday office hours. However, as an international company with frequent interaction with head office, hours of work involved may vary to accommodate differences in time zones. Flexible hours are required and may include evening and week-end hours.

This job operates in office and food manufacturing setting. Travel may be required, both within Canada and internationally.

Commitment to Diversity & Inclusion

We strive to build a team that reflects the diversity of the community we work in, and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as 2SLGBTQI, veterans, and people with disabilities.

If we can make this easier through accommodation in the recruitment process, please contact us at careers@canadaroyalmilk.com.

Job Type: Full-time

Benefits:

Casual dress Company events Company pension Disability insurance Employee assistance program Extended health care Life insurance Mileage reimbursement On-site parking Paid time off Relocation assistance RRSP match Vision care
Schedule:

Monday to Friday
Ability to commute/relocate:

Kingston, ON: reliably commute or plan to relocate before starting work (required)
Experience:

Customer Loyalty: 2 years (preferred)
Work Location: In person