Owner Experience Manager - Fixed Term Contract

About Us:

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in Canada in 2006 with our headquarters in the heart of Toronto, where we’ve been recognized as one of the top employers to work for. In recent years, we’ve expanded our reach and grown exponentially across many teams, from digital and direct, to field sales, and our growing number of Dyson Demo stores.

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.  

About the Role:

This is a fixed term role for approximately 12 months from hire.

As part of the loyalty and retention team you will own the vision and execution of Dyson Canada’s CRM and owner experience strategy. This role oversees all promotional campaigns, retargeting touchpoints, and customer lifecycle programs for Dyson Canada. Reporting to the Head of Owner Loyalty & CRM, this role will be instrumental in growing prospect reach and driving owner engagement and retention through the creation of relevant journeys that delight Dyson prospects and owners. This is an exciting opportunity to own and execute the full scope of lifecycle marketing: actioning user insights, developing touchpoint strategy, co-designing creative, and analyzing results to optimize cross-channel journeys and ensure we deliver the right message to the right audience at the right time.

You will have an exceptional understanding of

• Complex, multi-step trigger-automated journeys and batch campaigns with dynamic content in a ESP platform
• Email, push and SMS channel marketing and retargeting best practices, as well as familiarity with digital media and local social platforms
• Loyalty strategies, benefit design, and segmentation
• Data privacy and compliance best practices in the region
• CRM funnel and corresponding KPIs for both prospect and owners
• A/B testing approach and best practices
• Implementation, tracking and measurement of one-to-one marketing campaigns

Responsibilities:

CRM/Lifecycle:

• Develop prospect capture and owner retention strategies around key stages of the  lifecycle, linking behavioral data and triggers within those programs to drive engagement
• Own E2E owner journeys across all touchpoints and channels (site, email, SMS, mobile app, Care), driving cross-category adoption to deliver compelling owner journeys
• Work closely with product marketing teams to cultivate a deep understanding of what resonates with our owners in order to develop and deploy lifecycle onboarding and in-life programs
• Oversee the briefing process and the work of internal Center of Excellence teams, designers/copywriters and digital producers who will deliver much of the lifecycle campaign activity
• Optimize business rules that automate and drive content triggers based on channel selection, audience and messaging to improve program relevance
• Leverage AI and predictive modeling to deliver more personalized and compelling messages
• Broaden reach of Care content pre- and post-purchase to further educate owners on Dyson
• Use analytical data to continuously test, measure and optimize the lifecycle program ensuring these continue to meet key business metrics and improve owner retention.

Loyalty program

• Design loyalty program objectives and long-term roadmap, collaborating with owner experience, marketing, insights, analytics and creative teams to deliver personalized, targeted and relevant experiences throughout the owner journey
• Effectively communicate loyalty strategies and performance to the broader marketing team, cross-functional partners, and leadership, to gain alignment and influence future roadmap
• Measure, analyze and report out program and retention KPIs, developing customized reporting as needed
• Define, test and implement new program benefits, experiential rewards and functionality required to increase the perceived value of the program and overall owner engagement
• Test, learn and refine the program to continually optimize results and create efficiencies
• Drive brand engagement and loyalty using the most relevant and effective local digital channels across the territories for which you are responsible

About You:

• 5+ years of experience in CRM, Loyalty or Marketing role
• Bachelor’s degree in Marketing or related field
• Positive, collaborative and productive professional relationship with key stakeholders
• Ability to work independently and with ambiguity amidst rapidly-evolving dynamics, along with the flexibility to adapt to changing business needs
• Experience with Salesforce Marketing Cloud highly desired
• Excellent time management, organizational, planning and project management skills
• Proven ability to effectively manage external agencies to ensure we are optimizing touchpoints to deliver engaging experience and direct to consumer revenue
• Proficiency preparing accurate budgets and effectively managing expenses
• Excellent verbal and written communication skills
• Strong analytical presentations skills and comfort liaising with senior level stakeholders

Benefits:

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

• Dyson Matching RSP contributions
• Company Paid Life Insurance and Accidental Death and Dismemberment (AD&D)
• Short-Term and Long-Term Disability
• Employee Referral Program
• Generous Dyson Product Discounts

Lifestyle benefits:

• Competitive Paid Time Off including Floater Holiday, Sick, and Vacation Time
• Generous Maternity Leave Program
• Employee Assistance Program

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information. Dyson is an Equal Opportunity Employer.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity. 

Dyson is committed to the full inclusion of all qualified individuals. As part of this commitment, Dyson will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact Americas Talent Acquisition at ustalentacquisition@dyson.com