Engagement Specialist

Job Description

Born in the Prairies, now part of a worldwide network, Skip is a tech company with an entrepreneurial spirit and the drive to be the best. Help us express our brand across digital and traditional platforms from coast to coast. Skip is a digital and people-first collaborative company in growth mode. Our tight-knit team of digital, brand, creatives and more, will inspire your ingenuity in a fun, dynamic and innovative environment. Ready to make a difference for customers, couriers and our restaurant partners across the country? Then bring your appetite for success. We’re looking to expand our Engagement and Value Proposition team with a key role, the Customer Engagement Specialist . Role Overview: The Customer Engagement Specialist plays a pivotal part of our Engagement and Value Proposition team to ensure both new and lapsing customers are staying engaged with Skip by strategically utilizing vouchers, loyalty points and gamification. You will have the opportunity to optimize existing Onboarding and Re-activation programs, and implement new data-driven programs that capture lapsing customers losing order frequency. You will report directly to the Customer Engagement Manager, along with the Loyalty and Retention Sr. Specialist who you will collaborate closely with to design monthly plans, report on program performance, and ensure consistency throughout the entire customer engagement experience. All together, you will be joining a high-performing and dynamic team working to increase LTV (Lifetime Value) across all stages of the customer journey! In this role, you’ll have the opportunity to: Campaign Execution and Optimization Develop and deliver multi-channel campaigns in support of the Customer Engagement marketing strategy Manage implementation, monitoring, testing, optimization, and experimentation across channels to meet campaign goals Work with Analytics to optimize the Onboarding/Early Lifecycle Journey to maximize early engagement and potential value through vouchers, points, and gamification Optimize and expand current Re-activation journey to recapture active users losing frequency, lapsing customers and those past their expected order date Work closely with the Loyalty & Retention Sr. Specialist to build monthly plans, setup loyalty challenges, and ensure consistency throughout the loyalty program Lead the charge on building out resources to templatize and drive efficiencies within programs Cross-Functional Collaboration Liaise across various cross-functional teams that include but are not limited to Owned Channels (email, push, in-app, etc.), Analytics, Research, Product and Restaurant Marketing to execute programs with continuous test and learning Seek out approvals for cross-functional stakeholder alignment on key elements of programs Reporting Collaborate with Owned Channels and Analytics to measure and evaluate the effectiveness and ROI of in-market programs and provide stop, start, and continue recommendations. Work closely with the Customer Engagement team to build out program reporting while highlighting effective campaigns and providing data-driven insights and solutions We’re looking for someone who has/is: A mid-level marketing professional with at least 3 years of experience under their belt, and a proven track record of exceptional campaign excellence. Experience working with customer engagement, value proposition or customer lifecycles is a bonus. A constant test-and-learn approach with the ability to concept an idea, see it through to implementation, and learn how to improve. Creative and strategic, with a proven ability to solve undefined problems and think outside the box to deliver on strategic outcomes. An analytical, big picture, and strategic thinker focused on results who demonstrates the ability to work based on a variety of KPI metrics. Comfort and confidence with numeracy and analyzing campaign performance are critical. Experience with content management or lifecycle programs is beneficial (Salesforce, Braze, Tealium, Genesis) Ability to work autonomously with goal/objective-set direction and own multiple projects simultaneously with varied timelines. A critical thinker who can craft solutions for both the short and long-term vision. Strong communicator and collaborator with stakeholders at all levels, and can get teams aligned on path forwards. Positive, ‘can do’ attitude, with a history of anticipating problems and proactively finding solutions. Why work at Skip? Picture this: You, dressed in your fave casual attire, amongst a diverse team of friendly and passionate colleagues within a hybrid working environment. We work to make sure all voices are heard, all differences valued, all people treated fairly. You take pride in knowing your input and uniqueness are not only embraced but make an impact on a national food delivery platform with deep Canadian roots and its satisfied customers. As the company grows, so do you — not only do you meet and surpass new challenges every day, but you have the opportunity to get involved, making a real difference in your and Skip’s future. With committees like Skip’s BIPOC (Black, Indigenous and People of Colour) Network and Women In Tech alongside our CSR (Corporate Social Responsibility) work with organizations like Pride and United Way Winnipeg, you have the opportunity for not only your voice to be heard but for your actions to make an impact, joining a cause that you’re passionate about. That’s just a small taste of what it’s like to work at one of Canada’s leading tech companies. If you’re hungry for opportunity, growth, and something meaningful in a dynamic environment, we’d love to hear from you. Skip The Dishes is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to accommodating applicants with disabilities throughout the recruitment activities and will work with all applicants requesting accommodation at any stage of the hiring process. Note: All employees will be asked to sign a Consent for Disclosure of Personal Information in order to complete a background check. Job offers will be conditional upon results that the Company determines to be satisfactory. Are you ready to take your seat? Apply now!