Job Title

Rens Pets is a Canadian owned and operated specialty pet retailer, with stores in Ontario and the Maritimes plus a website that ships nationally. Were the premier omni-channel player in pet, with 60 strong bricks and mortar stores plus a thriving ecommerce business. We strive to be the local pet expert.Rens is looking to add a Customer & Loyalty Specialist to our pack, as part of our Customer & Loyalty Team. The Customer Loyalty Specialist will focus on growing our highly successful Rens Rewards program, with a focus on customer profiles, surveying, store support, training as well as partnerships and programs including our humane society, licensing and professional programs to name a few. Its an exciting position, designed for someone who loves analytics, customer behaviors, and growing a program.as well as people, community, and pets. Itll be your job to help us build deep, meaningful relationships with new customers and support our current customers with the best in store and online experience and value.What Youll DoManage the Rens Rewards loyalty program and its benefits, keeping current members happy & engaged through superior benefits and earned perks, to achieve customer retention targetsFocus on increasing member average spend, and frequency of shopping at RensMonitor in-store, online, and hybrid shopping habits and trendsDrive awareness and membership of the VIP tier of Rens RewardsAnalyze the competition, to keep Rens best-in-class for loyalty programsBuild out customers profiles and segments, based on customer data and analyticsCreate new ways to retain our customers, and keep them loyal, including through our private label products and brands like Vetdiet driving home our exclusive brand targetsWork closely with our stores to increase knowledge around Rens Rewards and its benefits, through frequent virtual and in-store training; increasing in-store opportunity conversion for membershipStudy our NPS score, comments, and themes, to provide feedback on areas of improvement for retentionDrive new customer acquisition for the Rens Rewards loyalty program through key program and event execution for the brand, to achieve new member growth targetsSupport the city licensing program, working to acquire new customers through responsible pet ownership in current and new marketsSupport the humane society, animal rescue, and adoption programs at the corporate levelManage key external partnerships and develop opportunities for new onesWork closely with marketing in the development of promotional materials to support customer acquisition and local eventsWork with marketing on supporting stores with local events development and executionAnalyze daily reports within Power BI to find trends and areas of opportunities and distribute results and action plans to applicable departments,Create professional results and program presentations in MS Office to share within the companyWho You ArePassionate about customers and understanding what makes them tickDeep understanding of loyalty, and how to retain a current customerLove talking, motivating, and coaching peopleAnalytic, data-driven, and curiousEnthusiastic, positive, and a real go-getterSomeone who understands customer behaviorsSupportive of Rens mission to be the Local Pet ExpertRequired ExperienceCompletion of a bachelors degree or equivalent in Business, Marketing, or related fieldsMinimum 2 years of direct, hands-on experience with customer retention and loyaltySystems knowledge of Microsoft Office, Google Analytics, & Emarsys a bonusSkillsEnthusiastic, and people-orientedWorks extremely well with others, and builds strong relationshipsEager to review, analyze, and consume data to form conclusionsLikes to dive into understanding the whys behind customer behaviorsAble to prioritize and identify key opportunities to maximize growthCan conceptualize an idea, and see it through to completionHighly communicative and very organizedLikes to connect and build relationships with othersExcels at preparing presentations, and holding meetingsCan manage a project from start to finishUses data to make decisionsIdentifies opportunity well, and can close a deal or partnershipThe Fine PrintThis position reports to the Customer & Loyalty ManagerFull-time permanentRemote position, with the expectation of travel to Guelph, Ontario Home Office as neededAdditional travel required, when visiting store locations for training and events (currently Ontario and the Maritimes but potential for Canada-wide)This position is based in the Rens Pets home office located in Puslinch, Ontario, with a requirement to work in the office 2-3 days per week and flexibility to work from home. Occasional travel to store locations, Distribution Centres or other offices may be required.At Rens Pets, we celebrate diversity and inclusion and are looking for unique and talented individuals to join our team. If you're ready to take on this exciting challenge, apply today!Rens Pets is here for your Pets Best Life. We have the best people, perks, and pets!Ren's Pets welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please submit requests for accommodations to careers@renspets.com.