Customer & Loyalty Specialist

Ren's Pets is a Canadian owned and operated specialty pet retailer, with stores in Ontario and the Maritimes plus a website that ships nationally. We're the premier omni-channel player in pet, with 60 strong bricks and mortar stores plus a thriving ecommerce business. We strive to be the local pet expert.

Ren's is looking to add a Customer & Loyalty Specialist to our pack, as part of our Customer & Loyalty Team. The Customer Loyalty Specialist will focus on growing our highly successful Ren's Rewards program, with a focus on customer profiles, surveying, store support, training as well as partnerships and programs including our humane society, licensing and professional programs to name a few. It's an exciting position, designed for someone who loves analytics, customer behaviors, and growing a program.as well as people, community, and pets. It'll be your job to help us build deep, meaningful relationships with new customers and support our current customers with the best in store and online experience and value.

What You'll Do

• Manage the Ren's Rewards loyalty program and its benefits, keeping current members happy & engaged through superior benefits and earned perks, to achieve customer retention targets
• Focus on increasing member average spend, and frequency of shopping at Ren's
• Monitor in-store, online, and hybrid shopping habits and trends
• Drive awareness and membership of the VIP tier of Ren's Rewards
• Analyze the competition, to keep Ren's best-in-class for loyalty programs
• Build out customers profiles and segments, based on customer data and analytics
• Create new ways to retain our customers, and keep them loyal, including through our private label products and brands like Vetdiet driving home our exclusive brand targets
• Work closely with our stores to increase knowledge around Ren's Rewards and its benefits, through frequent virtual and in-store training; increasing in-store opportunity conversion for membership
• Study our NPS score, comments, and themes, to provide feedback on areas of improvement for retention
• Drive new customer acquisition for the Ren's Rewards loyalty program through key program and event execution for the brand, to achieve new member growth targets
• Support the city licensing program, working to acquire new customers through responsible pet ownership in current and new markets
• Support the humane society, animal rescue, and adoption programs at the corporate level
• Manage key external partnerships and develop opportunities for new ones
• Work closely with marketing in the development of promotional materials to support customer acquisition and local events
• Work with marketing on supporting stores with local events development and execution
• Analyze daily reports within Power BI to find trends and areas of opportunities and distribute results and action plans to applicable departments,
• Create professional results and program presentations in MS Office to share within the company

Who You Are

• Passionate about customers and understanding what makes them tick
• Deep understanding of loyalty, and how to retain a current customer
• Love talking, motivating, and coaching people
• Analytic, data-driven, and curious
• Enthusiastic, positive, and a real go-getter
• Someone who understands customer behaviors
• Supportive of Ren's mission to be the Local Pet Expert

Required Experience

• Completion of a bachelor's degree or equivalent in Business, Marketing, or related fields
• Minimum 2 years of direct, hands-on experience with customer retention and loyalty
• Systems knowledge of Microsoft Office, Google Analytics, & Emarsys a bonus

Skills

• Enthusiastic, and people-oriented
• Works extremely well with others, and builds strong relationships
• Eager to review, analyze, and consume data to form conclusions
• Likes to dive into understanding the whys behind customer behaviors
• Able to prioritize and identify key opportunities to maximize growth
• Can conceptualize an idea, and see it through to completion
• Highly communicative and very organized
• Likes to connect and build relationships with others
• Excels at preparing presentations, and holding meetings
• Can manage a project from start to finish
• Uses data to make decisions
• Identifies opportunity well, and can close a deal or partnership

The Fine Print

• This position reports to the Customer & Loyalty Manager
• Full-time permanent
• Remote position, with the expectation of travel to Guelph, Ontario Home Office as needed
• Additional travel required, when visiting store locations for training and events (currently Ontario and the Maritimes but potential for Canada-wide)

This position is based in the Ren's Pets home office located in Puslinch, Ontario, with a requirement to work in the office 2-3 days per week and flexibility to work from home. Occasional travel to store locations, Distribution Centres or other offices may be required.

At Ren's Pets, we celebrate diversity and inclusion and are looking for unique and talented individuals to join our team. If you're ready to take on this exciting challenge, apply today!

Ren's Pets is here for your Pet's Best Life. We have the best people, perks, and pets!

Ren's Pets welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please submit requests for accommodations to ***.