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Personalization Manager

Toronto, ON
Full Time
The Personalization Manager plays a critical role in supporting Moneris' digital-first initiatives, and has a direct impact on the growth of the business by providing focus, enablement and thought leadership through innovative creative solutions. By collaborating with internal stakeholders and providing strategic guidance on omni-channel Personalization (web, email, mobile, social, CRM, the Personalization Specialist works across the business to help increase Sales leads and conversions, increase Upsell opportunities with customers, and improve retention efforts. While leveraging our Martech stack, specifically Salesforce Interaction Studio, this role builds programs to engage the businesses across the entire customer journey.

Key accountabilities include:

Personalization Strategy
  • Establish a Centre of Excellence with a strategic plan for organizational enablement and Personalization.
  • Provide deep product expertise and act as the single point of contact for Salesforce Interaction Studio.
  • Define, drive, and enforce Process, Documentation, Operational Efficiencies, Change Management, and Governance.
  • Create a Playbook based on best practices, and democratize the capabilities by training the organization.
  • Socialize capabilities and wins through roadshows and presentations.

Personalization Initiative Delivery
  • Lead initiative delivery from research and ideation through to design, development, deployment, and measurement.
  • Understand each LOB's overall business objectives and identify personalization or a/b/multivariate testing opportunities.
  • Collaborate with stakeholders (Marketing, Product, Sales, Ops) to pitch new, or support existing, initiatives.
  • Leverage a variety of research techniques to inform personalization initiatives: competitive analysis, web analytics, customer analytics, advertising analytics, surveys, usability evaluations, past initiatives, market trends, etc.
  • Partner with our Technology team (Platform Design, Data, CRM) to enable cross-platform personalization.
  • Provide digital expertise and identify opportunities to deliver increased sales performance, engagement, and customer satisfaction.
  • Working with internal partners (Project Manager, Technology, Design, Content, Design, Dev, QA, and Product Owners) and external partners (agencies) to create and deliver the initiatives.
  • Establish performance updates reporting dashboards using Tableau, Excel, and PowerPoint.
  • Present and socialize findings (both successes and opportunities) with stakeholders to create an atmosphere of transparency and data-driven optimization.

Minimum position requirements:
  • Bachelor's degree or college diploma in Marketing, Communications, or Digital Marketing
  • Minimum of 7-10 years of Marketing experience, preferably in a digital role.
  • Minimum of 3-5 years of Personalization experience (online and offline).
  • Experience with real-time interaction management, customer experience systems, data platforms, automated marketing technologies
  • Strong relationship-management and motivational skills. Establish productive working relationships with internal clients, external vendors and stakeholders. Ability to convince internal customers to adopt new approaches.
  • Experience with A/B & multi-variate email testing & data analysis.
  • Strong organization, presentation and time management skills.
  • Excellent data visualization knowledge and skills.
  • Strong operational discipline with an analytical, process-oriented mindset
  • Familiar with marketing regulations, like CASL and CAN-SPAM
  • Deep understanding of real-time interaction management (RTIM), marketing journey management, and website personalization solutions.
  • Working knowledge web design technologies - JavaScript, JSON,HTML/DHTML, CSS.
  • Deep understanding of digital marketing, email marketing and trends.
  • Familiar with Salesforce CRM, and Google Analytics
  • Experience in Email Marketing platforms (i.e. Salesforce Marketing Cloud, Pardot)

To reduce the risk of COVID-19 transmission and to facilitate a safe return to the office for all employees, clients and vendors, Moneris has developed a vaccination standard that requires all employees and contract resources to be fully vaccinated in order to attend company premises, company events or conduct business travel on behalf of Moneris (and provide proof). Bona fide exemptions may be requested in accordance with legally protected grounds.

Note: We welcome and encourage applications from Indigenous people, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.