About this role
About the Role The role focuses on onboarding new clients, driving adoption and strategic guidance of the loyalty program. It includes monitoring usage, recommending campaigns, managing retention, expanding accounts and feeding VoC back to product teams to improve the app. What You'll Do
- Onboard new clients by configuring their technical and strategic loyalty program setup.
- Monitor adoption by analyzing app usage data from customers and end-users.
- Provide strategic advice by proposing engagement campaigns (promotions, challenges, rewards) to boost consumer engagement.
- Track account health and retention, identify churn risks, and work on renewal strategies.
- Identify upsell/cross-sell opportunities for premium features.
- Collect and relay customer feedback (VoC) to product teams to improve the app. What We're Looking For
- 3-5 years of experience in Customer Success, ideally in SaaS, E-commerce or Retail Tech.
- Technical skills: mastery of CSM tools (Gainsight, ChurnZero), CRMs (Salesforce, HubSpot) and data analysis tools (Tableau, Looker).
- Sector expertise: solid marketing culture related to loyalty mechanisms, customer data (CDP/CRM) and shopping journeys.
- Soft skills: excellent communication, results orientation, strong listening and negotiation skills.
- Languages: proficient in English and French, both spoken and written. Compensation & Benefits
- We offer competitive salaries aligned with local market references and the scope and responsibilities of each role.
- Compensation is determined based on required skills and/or education/training.
- We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.