Senior Director - Customer Analytics, Data & Ai

Location: Markham, Ontario Job Description: Position: Senior Director, Customer Analytics, Data & AI Type: Full-Time | Hybrid Location: Markham, ON Reports to: VP, Loyalty & Customer AnalyticsAbout Us Pet Valu is Canada’s leading pet specialty retailer, dedicated to strengthening the bond between dedicated pet lovers and their pets. With 50 years of animal care expertise, we operate over 800 stores across Canada under several banners, including Pet Valu, Bosley’s, Total Pet, Paulmac's Pet, Tisol & Chico. Guided by our mission to deliver products, care, expertise, and memorable moments, Pet Valu is a place where people build meaningful careers while making a positive impact on pets and communities.What will you do? The Senior Director, Customer Intelligence, Data & AI is responsible for defining and executing Pet Valu's enterprise Customer Intelligence strategy, enabling the organization to maximize customer acquisition, engagement, retention, and lifetime value through data-driven decision making. This role provides strategic leadership across Customer Analytics, Business Intelligence, Customer Data Strategy, Data Science, Artificial Intelligence, and Customer Measurement. The Senior Director serves as the organization's authority on customer behavior, customer value, and customer growth opportunities, translating complex data into actionable business strategies that support enterprise objectives. Working closely with Marketing, Digital, Merchandising, Operations, Finance, Technology, and Executive Leadership, this role develops the analytical frameworks, predictive capabilities, AI roadmap, and customer intelligence infrastructure necessary to drive long-term growth and competitive differentiation. The Senior Director also leads the development of an enterprise Customer Intelligence Centre of Excellence, ensuring insights, measurement, experimentation, and advanced analytics capabilities are embedded throughout the organization and consistently influence strategic and investment decisions. This position manages a portfolio of customer data, analytics, AI, and technology investments intended to improve customer experience, strengthen loyalty, and generate measurable commercial value.Responsibilities
Enterprise Customer Intelligence Strategy Owns:
Enterprise Customer Intelligence StrategyCustomer Growth Insights StrategyCustomer Value Management FrameworkCustomer KPI GovernanceExecutive Customer Performance ReportingLoyalty Analytics Centre of ExcellenceCustomer Analytics & Advanced Insights Owns:
Customer Analytics StrategyCustomer Segmentation FrameworkCustomer Lifetime Value (CLV) MethodologyRetention & Churn AnalyticsCustomer Health MeasurementData Science, AI & Predictive Intelligence Owns:
Enterprise Loyalty AI RoadmapPredictive Analytics StrategyAdvanced Personalization AnalyticsNext-Generation Customer Intelligence CapabilitiesCustomer Data Strategy & Governance Owns:
Customer Data StrategyCustomer 360 RoadmapCustomer Data GovernanceIdentity Resolution StrategyCustomer Information ArchitectureEnterprise Measurement & Experimentation Owns:
Measurement StrategyAttribution FrameworkIncrementality MeasurementTest-and-Learn ProgramCustomer Investment Evaluation FrameworkStrategic Investment & Business Performance Leadership Owns:
Analytics Portfolio ManagementCustomer Growth RecommendationsExecutive Decision SupportLeadership & Organizational Capability Development Owns:
Customer Intelligence OrganizationTalent StrategyAnalytics Centre of Excellence Capability Development RoadmapLoyalty & MarTech Platform Strategy Own the vision, roadmap, and governance of the loyalty and MarTech ecosystem, including CRM, Customer Data Platforms (CDP), loyalty platforms, marketing automation, and customer engagement technologies. Align platform capabilities with customer, loyalty, and business objectives. Develop and execute the long-term Loyalty and MarTech strategy, ensuring alignment with enterprise customer, digital, and marketing objectives. Evaluate emerging technologies and recommend platform enhancements to improve customer engagement and marketing effectiveness.Product Ownership & Delivery Serve as Business Product Owner for key loyalty and MarTech platforms. Define product requirements, prioritize enhancements, and manage platform roadmaps. Collaborate with IT, Product, and external vendors to ensure successful implementation and ongoing optimization of capabilities.Vendor & Stakeholder Management Manage strategic relationships with MarTech vendors and service partners. Negotiate contracts, oversee platform performance, and ensure service level expectations are met. Act as the primary liaison between business stakeholders and technical teams. Lead strategic partnerships with key vendors and external partners to ensure technology investments deliver expected business outcomes and return on investment.Qualifications
Bachelor's degree in Engineering, Business, Computer Science, Information Systems, Data Analytics, or a related discipline.Master's degree or MBA is considered an asset.10+ years in Data Science, Data Engineering, Business Intelligence, CRM Analytics, Loyalty Analytics, or Customer Insights.7+ years leading analytics, BI, data science, or customer intelligence teams.Demonstrated experience developing and executing enterprise customer intelligence, analytics, or data strategies that influence corporate growth objectives.Proven success leading large-scale business transformation initiatives involving data platforms, cloud migrations, CDP, digital engagement, CRM, personalization, loyalty, or AI capabilities.Experience serving as a strategic advisor to executive leadership teams, translating customer insights into business, marketing, digital, and commercial strategies.Experience establishing and scaling customer analytics, data science, or AI capabilities within a complex retail, eCommerce, loyalty, or consumer-focused environment.Extensive experience leading complex cross-functional initiatives across Marketing operations, Digital, Merchandising, Finance, IT, Operations, and Executive Leadership teams.Proven ability to influence executive stakeholders and drive organizational alignment without direct authority.Experience managing competing priorities across multiple business units while balancing commercial, customer, operational, and technical requirements.Track record of influencing enterprise investment decisions through analytics, business cases, and ROI measurement frameworks.Demonstrated accountability for delivering measurable commercial outcomes, including customer retention, customer lifetime value growth, revenue growth, and return on investment.Expert level knowledge of data integrations, data engineering, governance, API ecosystems, and data architecture.Preferred: Experience in retail, eCommerce, loyalty, or customer-centric industries is strongly preferred.Compensation
The Base Salary Range for this position is $165,000.00 - $200,000.00 annually. The final offer will be based on factors such as market location, relevant skills, experience and internal equity.Ready to join the team?
We’re looking for passionate people who bring strong skills and live our core values of safety, compassion, expertise, and efficiency every day. If you’re energized by doing meaningful work, taking pride in what you deliver, and making a real impact for pets, people, and communities, you’ll feel right at home here. Join us and build a career where purpose, care, and excellence come together - because love lives here.Why work for us?
At Pet Valu, our people are at the heart of everything we do. We’re passionate about creating an environment where you feel supported, included, and empowered to grow - both personally and professionally.Some of the perks of working with us include:
Hybrid, Flexible Work OptionsComprehensive health and dental benefitsEmployee Share Purchase Plan with company matchingLearning and Development support tailored to youAn inclusive, collaborative culture where your voice mattersFun company events that keep us connectedPreferred rates for car rentals, hotels, phone plans and gym discountsGenerous employee discounts on our productsPet Valu is an equal opportunity employer committed to inclusion and accessibility. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). At Pet Valu, we are committed to transparency and fairness in our hiring practices. This posting is for an existing vacancy. Pet Valu may use AI enabled technology to assist in the recruitment process for positions. The use of AI helps us ensure we are providing an equitable and streamlined recruitment experience for all applicants. While AI tools support our recruitment process, all decisions throughout the process are made exclusively by Pet Valu’s hiring team. At no stage does AI determine recruitment outcomes. We believe in investing in the development of our people and have an industry-leading promotion rate.
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