Loyalty CRM & Lifecycle Lead (Hybrid - Montreal)

Location: Montreal, QC located at 300 Léo-Pariseau, suite 2300 Montréal, QC Canada H2X 4B3

Hybrid

A Little Bit About Us

Nestlé Nespresso SA is a pioneer and is widely regarded as one of the top references in the field of high-quality portioned coffee.The company works with more than 130 000 farmers in 18 countries through the Nespresso Sustainable Quality Plan to embed sustainability practices on farms and the surrounding landscapes.Launched in 2003 in collaboration with the NGO Rainforest Alliance, the Nespresso Plan helps to improve the yield and quality of harvests, ensuring a sustainable supply of high-quality coffee and improving livelihoods of farmers and their communities.

Position Snapshot

Business areas: Nespresso Canada

Job title: Loyalty Marketing Specialist

Location: Montreal, QC located at 300 Léo-Pariseau, suite 2300 Montréal, QC Canada H2X 4B3

Hybrid

A Little Bit About Us

Nestlé Nespresso SA is a pioneer and is widely regarded as one of the top references in the field of high-quality portioned coffee.The company works with more than 130 000 farmers in 18 countries through the Nespresso Sustainable Quality Plan to embed sustainability practices on farms and the surrounding landscapes.Launched in 2003 in collaboration with the NGO Rainforest Alliance, the Nespresso Plan helps to improve the yield and quality of harvests, ensuring a sustainable supply of high-quality coffee and improving livelihoods of farmers and their communities.

In 2022, Nespresso achieved B Corp™ certification – joining an international movement of over 10’000 purpose-led businesses that meet B Corp’s high standards of social and environmental responsibility and transparency.

Headquartered in Vevey, Switzerland, Nespresso operates in 98 markets and has over 14'000 employees. In 2025, it operated a global retail network of 849 boutiques. For more information, visit the Nespresso website:

Position Summary

We are looking for a Loyalty Marketing Specialist to work at Nespresso, in Montreal, reporting into the Consumer Experience, Lifecycle & Retention Manager . This role will support the Lifecycle team in the development of retention and loyalty strategies with a major focus on key programs : new member onboarding, welcome journey, win-back and loyalty program.

A day in the life of a Loyalty Marketing Specialist

This role is both strategic and hands-on — As the Loyalty Marketing Specialist, you will be responsible for developing, executing, and optimizing customer lifecycle and loyalty initiatives that drive engagement, retention, repeat purchases, and customer lifetime value (LTV). You will play a critical role in shaping the customer lifecycle strategy, overseeing key customer journeys and CRM communication strategies though onboarding, engagement, retention, loyalty and win-back activities.

The ideal candidate combines strong CRM and loyalty marketing expertise with an analytical mindset, excellent project management skills, and a passion for creating meaningful customer-centric experiences that drive impactful business results.

Loyalty & Lifecycle Strategy

• Lead the development, execution, and continuous optimization of end-to-end customer lifecycle strategies and activations to increase engagement, retention, loyalty, and customer lifetime value while reducing churn
• Act as a strategic partner by identifying growth opportunities through CRM insights, customer behaviour analysis, and market trends, translating lifecycle and loyalty priorities into actionable local plans
• Own the CRM communication strategy across email, SMS, push notifications, and other direct-to-consumer channels, ensuring relevant, personalized, and data-driven customer experiences throughout the customer journey
• Develop and execute targeted customer marketing plans and lifecycle campaigns in collaboration with global and local stakeholders across Marketing, eCommerce, Retail, Finance, IT, Supply Chain, and Customer Service teams
• Monitor, analyse, and report on key performance indicators, including retention, reactivation, engagement, customer lifetime value, purchase frequency, churn, and customer satisfaction, providing recommendations to improve performance
• Act as a key cross-functional partner and escalation point, coordinating resolution of loyalty issues with the head office
• Contribute to the evolution of loyalty program benefits, rewards, communications, and member experiences aligning business objectives, technological capabilities, and customer data
• Stay informed on industry trends, competitive activities, and loyalty marketing best practices to continuously improve customer engagement strategies

Campaign & Project Management

• Lead end-to-end campaign and project delivery, including planning, briefing, budgeting, timeline management, stakeholder alignment, execution, and post-campaign analysis
• Drive cross-functional collaboration by proactively identifying risks and opportunities, implementing mitigation plans, and removing roadblocks to ensure seamless execution
• Plan, coordinate, and execute omnichannel customer marketing campaigns across email, SMS, push notifications, digital platforms, retail channels, and other direct customer touchpoints
• Collaborate with internal and external partners to develop campaign briefs, customer journeys, content strategies, creative assets, and activation plans
• Ensure consistent customer messaging and alignment with brand strategy across all customer touchpoints and channels

What will make you successful?

To succeed in this role, you’ll bring a strong CRM mindset, a passion for customer engagement and the ability to turn insight into action. You’ll be confident working cross-functionally, managing multiple priorities and using data to shape propositions that improve customer experience and business performance.

Education

• Bachelor's degree in Marketing, Business Administration, Management, Communications, or a related field

Background & Experience

• Minimum 4 to 5 years of experience in CRM, loyalty marketing, customer lifecycle marketing
• Experience in direct-to-consumer, retail, e-commerce, FMCG, or subscription-based businesses
• Experience managing loyalty, membership programs, marketing automation or customer engagement platforms is considered a strong asset
• Strong understanding of CRM and lifecycle marketing principles (customer lifetime value, ROI, acquisition, churn and retention)
• Experience managing Direct to Consumer communications (POSM, Emails, SMS, Push notifications)
• Strong analytical and problem-solving skills
• Excellent project management skills
• Excellent oral and written communication
• Ability to work effectively in a fast-paced, cross-functional environment
• Advanced proficiency in Microsoft Excel and PowerPoint
• Bilingualism in English and French language skills are a requirement, as this position requires collaboration with stakeholders across the Canadian market and/or worldwide.

Benefits

• Comprehensive total rewards benefits package including Health and Dental benefits that start on day one of employment
• Company matched pension plan
• Three weeks of Vacation and six personal days (Personal Paid Holidays)
• Flexible and hybrid work arrangements
• Excellent training and development programs as well as opportunities to grow within the company
• Access to Educational Assistance & Tuition Reimbursement
• Bonus eligibility
• Gender affirmation benefits to ensure access to necessary care, resources, and coverage for gender-affirming procedures
• Fertility Services and Surrogacy Medical Coverage to support the pursuit of a path to parenthood regardless of medical conditions, gender or sexual orientation
• Adoption benefits to remove some of the financial barriers associated with adoption
• Free Nespresso Coffee Machines and $100 monthly coffee credit
• Up to 50% off – Nespresso Coffee Machine, Capsules and accessories
• Access to the Discount Company store with Nestlé, Nespresso, and Purina products (Located across various Nestle offices/sites)

Compensation Range : $75,000.00 – $,85000.00+ bonus eligibility

At Nestlé Canada, we are committed to transparency and fairness in our compensation and job posting practices. This position offers a competitive salary within the range specified above, aligned with our commitment to equitable pay practices.

What You Need To Know

We will be considering applicants as they apply, so please don’t delay in submitting your application.

Nestlé Canada is an equal-opportunity employer. The principles of diversity, equity, inclusion, and accessibility are vital to how we operate. We strive to foster a respectful and supportive environment where individuals feel valued and empowered to contribute and succeed.

If you are invited to participate in the recruitment process and require an accommodation, please inform Human Resources. Nestlé will work with you to ensure full participation.

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