Loyalty Marketing Specialist

About the role

We are seeking a Loyalty Marketing Specialist to join Nespresso’s Consumer Experience team in Montreal. Reporting to the Lifecycle & Retention Manager, you will design and execute customer lifecycle and loyalty initiatives that drive engagement, retention and increase customer lifetime value.

Key responsibilities

• Develop, execute and continuously optimise end‑to‑end customer lifecycle strategies across email, SMS, push and other direct‑to‑consumer channels.
• Identify growth opportunities through CRM insights, customer behaviour analysis and market trends, translating them into actionable local plans.
• Own the CRM communication strategy, ensuring personalised, data‑driven experiences throughout onboarding, engagement, loyalty and win‑back phases.
• Plan, coordinate and launch omnichannel marketing campaigns, managing budgets, timelines and stakeholder alignment.
• Monitor and report on KPIs such as retention, re‑activation, purchase frequency, churn and customer satisfaction, providing recommendations for improvement.
• Collaborate with cross‑functional teams (Marketing, eCommerce, Retail, Finance, IT, Supply Chain, Customer Service) to deliver integrated campaigns.

Required profile

• Bachelor’s degree in Marketing, Business Administration, Communications or a related field.
• 4‑5 years of experience in CRM, loyalty or customer lifecycle marketing, preferably in direct‑to‑consumer, retail, e‑commerce or FMCG environments.
• Proven track record managing loyalty or membership programmes and marketing automation platforms.
• Strong analytical and problem‑solving abilities with a data‑driven mindset.
• Excellent project management and communication skills, fluent in both French and English.

Required skills

• CRM platforms and loyalty marketing tools.
• Marketing automation software.
• Microsoft Excel (advanced) and PowerPoint.
• Email, SMS and push‑notification campaign management.
• Data analysis and KPI reporting.

What we offer

• Comprehensive health and dental benefits starting day one.
• Company‑matched pension plan and bonus eligibility.
• Three weeks of vacation plus six personal days.
• Hybrid work arrangement and flexible schedule.
• Training, development programs and tuition reimbursement.
• Free Nespresso coffee machines, monthly coffee credit and employee discounts.