Manager, Engagement, Retention and Loyalty CRM Strategy

Locations: Mississauga, Ontario

Job Schedule: Full-time, Hybrid (4 days onsite, 1 day remote)

Education Requirement: Marketing, Business Administration, or a related field.

Sponsorship: No 

Come Drive Innovation with Us.

We are currently looking for a Manager, Engagement, Retention and Loyalty CRM Strategy to join our team in Mississauga, Ontario.

Job Profile Summary 

Responsible for NCI’s overall Engagement, Retention and Loyalty CRM strategy to enhance customer experience and drive retention. The position will support the Senior Manager of Customer Experience in driving organizational change and providing leadership in development and daily operations/processes directly affecting the company’s overall CRM strategy.

A Day in the Life:   

Job Responsibilities –

POSITION FUNCTIONS
1. Leads the development and execution of all customer CRM communication campaigns, partnering with cross-functional team members, including Marketing, Aftersales, Sales Ops, C&I, NCF/IFS, and NCESI to ensure alignment on strategy. Provides input into planned projects to develop and deploy sales campaigns to facilitate optimal outcomes from direct marketing and sales operations campaigns. Identify and implement innovations to enhance campaign engagement. Conduct continuous benchmarking.
2. Oversees and provides leadership towards continuous improvement of customer data selection. Overseeing analysis and interpretation of customer data and feedback to drive customer management strategy and plans. Influence the design, development, and execution of engagement (including conquest), retention, loyalty marketing programs. Develops testing scenarios and analysis to provide learnings and refinement for future campaigns.
3. Leads the strategic forecasting and executive reporting of Global Service Retention performance, ensuring alignment with organizational objectives and long-term growth initiatives.
4. Responsible for overall CRM budgets. Tracks individual campaign budgeting and reports on campaign results. Coordinates with stakeholder functions on reforecasting, purchase orders and billings including miscellaneous accounts. Monitors approved/revised estimates against invoices and manually processes invoices when required. Reconciles with agency BCR (Budget Control Report). Manages monthly accruals.
5. Responsible for managing both the internal team as well as external agency partners to drive achievement of key business objectives, while fostering team development and growth.

Who We’re Looking for:

Required:

MINIMUM QUALIFICATIONS The following qualification factors reflect the minimum skills and abilities required of the qualified applicant.

• University degree in Marketing, Business Administration, or a related field.

• 5 to 7 years of business experience, including Engagement, Retention and Loyalty CRM Strategy Relationship Management and 2.5 years in Agency Management.

• Broad, integrated business understanding across retail, marketing, customer service, aftersales, logistics, finance, IT, HR, training, and research.

• Demonstrated specialized skills in CRM with a strong focus on data-driven decision making.

• A diversified self-starter with exceptional organizational skills, capable of managing multiple projects and conflicting deadlines.

• Proven ability to conceptualize, implement, and lead projects across different departments, achieving successful outcomes.

• Strong forecast, planning, and analytical skills combined with excellent interpersonal and political acumen.

• Cost-efficient and innovation-focused mindset.

 • Proven ability to manage agencies and cross-functional teams to meet program objectives.

• Automotive industry knowledge and bilingualism are assets.

• Proficient in all Microsoft Office applications.

Desired:

• Bonus: Experience with Salesforce Marketing Cloud, Datorama, and/or Tableau.

Interpersonal Skills: Requires exceptional interpersonal skills, ability to be flexible and adapt to other styles of communication. Good team building and building rapport skills are essential. Analytical mindset as well as have a creative (Inventive) can-do and ‘make it happen’ personality. Co-ordinate with various teams when required (including agencies and vendors, Internal Teams, Dealers and Regions, Nihub) which includes brainstorming/sharing ideas, relaying requests.

Complexity and Problem-Solving: The position requires strong critical thinking, analytical skills and creativity to handle complex and ambiguous situations, typically on strict deadlines. The candidate must develop creative solutions within a broad range of constraints that may or may not be changeable. Sensory and Physical Demands: The position entails a moderate degree of sensory effort: There is limited physical effort. Decision-making/Impact of the Position: Oversees complex, non-routine problems related to customer value management requiring creativity and analysis. Manages multiple high urgency deadlines impacting sales and customer engagement. People Management: This position requires the management of various external vendors/agencies, as well as 3 direct reports and various shared resource interns.

WORKING CONDITIONS: The work environment is safe, and no precautions are necessary.

PRIVACY STATEMENT It is the responsibility of each Manager to ensure that all conditions of the Privacy Act are upheld within Nissan. This includes ensuring employees clearly understand and formally PREPARED: July 1, 2025 POSITION PROFILE DIVISION/DEPT: Customer Experience Manager, Engagement, Retention and Loyalty CRM Strategy consent to the gathering and usage of any personal information and that such information shall be kept strictly confidential within the confines of its intended use.

What You’ll Look Forward to at Nissan:

Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

                                                                              

Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access our Nissan Benefits Overview Guide.

Built for Your Best:

https://www.youtube.com/watch?v=PXuame0vwiw&list=PLki2k0CDxrPe8V6WmEeEdhj1fosRD-JQa

All employment is contingent upon successful completion of background screenings in accordance with Nissan policies and as permitted by applicable statutes and regulations.

It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in Canada and will be required to provide proof of employment eligibility at the time of hire.

NISSAN FOR EVERYONE

People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team.  When everyone belongs, the power of NISSAN is undeniable.  Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard.  We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.

Mississauga Ontario Canada

Salary Range:

$110,032.00 - $137,665.00

This compensation range represents the minimum to midpoint base salary rates at Nissan for jobs assigned to this particular grade level. Please note that an employee’s base salary may occasionally be set above the midpoint of the salary band for this grade level, in recognition of the employee’s unique skills, work experience, education, work location, or market conditions. Compensation decisions also consider internal equity and comparisons with the base salary rates of other employees with similar backgrounds working in comparable roles. Note: Bonus, benefits, and other forms of variable compensation are not included in the base-salary range shown above.