Customer Engagement Strategy Manager

Job Description

The Opportunity

At RCL, we’re building the next generation of customer growth across Reitmans, RW&CO. and Penningtons — three iconic Canadian brands with a big ambition to rethink how we connect with, engage and grow our customers.

And we’re building the team to do it.

We’re hiring three Customer Engagement Strategy Managers to join our Customer Engagement & Loyalty team and turn customer data into growth, loyalty and lifetime value.

Sitting at the intersection of Customer, CRM, Ecommerce, Data and Brand, you’ll own the customer growth playbook for your brand — identifying the audiences, moments, journeys and commercial levers that can move the business.

This is a builder role. You’ll challenge what exists today, create new ways of working and help shape the future of customer engagement at RCL.

Your mandate: find the growth. Build the strategy. Test it. Scale what works.

What You’ll Drive

Build the Growth Playbook

• Own customer growth across acquisition, engagement, retention and win-back.
• Turn customer insights, brand priorities and commercial goals into strategies that drive traffic, conversion and revenue.
• Identify new audiences, behaviours and opportunities that unlock incremental growth.

Reinvent the Customer Journey

• Build smarter lifecycle strategies across Email, SMS, loyalty and emerging channels.
• Drive segmentation, targeting and personalization, moving toward more 1:1 experiences at scale.
• Partner with CRM Operations to turn strategy into high-performing, always-on customer journeys.

Turn Data Into Growth

• Own the metrics that matter: conversion, retention, repeat purchase, AOV, CLV and incremental revenue.
• Build a strong test → learn → optimize → scale culture.
• Turn customer behaviour, analytics and experimentation into clear commercial actions.

Build What’s Next

• Be a builder and change agent as RCL evolves its customer growth capabilities.
• Connect Ecommerce, Brand, Merchandising, Planning, Retail, Media, Analytics and Digital around the customer.
• Influence teams and senior leaders with a strong point of view grounded in data and business impact.

Qualifications

What You Bring

• 8+ years across CRM, Lifecycle, Growth, Ecommerce or Digital Marketing, ideally within retail, fashion or ecommerce.
• A track record of turning customer strategy into measurable revenue, conversion and retention growth.
• Deep expertise in segmentation, personalization, lifecycle marketing and automation platforms such as Braze, Salesforce Marketing Cloud or similar solutions.
• Strong commercial and analytical instincts — you understand customer behaviour, ecommerce KPIs and what moves the numbers.
• A true builder mindset — energized by transformation, ambiguity, experimentation and creating what doesn’t exist yet.
• A strong cross-functional influencer who can challenge thinking, connect teams and bring people through change; bilingual in French and English.

You’ll Know You’re Winning When...

Customer journeys are smarter. Personalization is stronger. CRM is driving incremental growth. Teams are working differently. And the capabilities you’re building today become how RCL grows tomorrow.

Three roles. Three iconic Canadian brands. One team being built for what’s next.

Come build the next era of customer growth at RCL.

Additional Information

What Sets Us Apart:

• Ultimate Flexibility*: Enjoy a hybrid work environment that ensures the perfect balance between work and personal life.
• Well-Being First: Access a comprehensive benefits program designed to take care of you.
• Flexible Time Off*: Paid leave, sick days, and vacation time to recharge and spend quality time with loved ones.
• Exclusive Discounts*: Enjoy 50% off regular-priced items from PENN. Penningtons, Reitmans, and RW&CO.
• Referral Rewards*: Refer your professional network and earn a bonus for helping us grow our talented team
• Growth opportunities*: Annual bonuses, career advancement, and tuition reimbursement to help you reach your professional goals.

*Certain conditions apply

Total rewards are aligned with your employment status, offering different perks depending on whether you're full-time, part-time, or under contract.

Reitmans (Canada) Limited is an equal opportunity employer committed to a diverse, inclusive, and accessible workplace where everyone belongs. If you are contacted for an employment opportunity, please advise us of any accommodation required throughout the recruitment process. All information provided will be kept confidential and used solely to support an accessible candidate's experience.

The use of Artificial Intelligence may be used for candidate screening purposes.

We thank all applicants. Only selected candidates will be contacted.

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