Customer Engagement Strategy Manager

The Opportunity
At RCL, we’re building the next generation of customer growth across Reitmans, RW&CO. and Penningtons — three iconic Canadian brands with a big ambition to rethink how we connect with, engage and grow our customers.
And we’re building the team to do it.
We’re hiring three Customer Engagement Strategy Managers to join our Customer Engagement & Loyalty team and turn customer data into growth, loyalty and lifetime value.
Sitting at the intersection of Customer, CRM, Ecommerce, Data and Brand, you’ll own the customer growth playbook for your brand — identifying the audiences, moments, journeys and commercial levers that can move the business.
This is a builder role. You’ll challenge what exists today, create new ways of working and help shape the future of customer engagement at RCL.
Your mandate: find the growth. Build the strategy. Test it. Scale what works.
What You’ll Drive
Build the Growth Playbook
Own customer growth across acquisition, engagement, retention and win-back.
Turn customer insights, brand priorities and commercial goals into strategies that drive traffic, conversion and revenue.
Identify new audiences, behaviours and opportunities that unlock incremental growth.
Reinvent the Customer Journey
Build smarter lifecycle strategies across Email, SMS, loyalty and emerging channels.
Drive segmentation, targeting and personalization, moving toward more 1:1 experiences at scale.
Partner with CRM Operations to turn strategy into high-performing, always-on customer journeys.
Turn Data Into Growth
Own the metrics that matter: conversion, retention, repeat purchase, AOV, CLV and incremental revenue.
Build a strong test → learn → optimize → scale culture.
Turn customer behaviour, analytics and experimentation into clear commercial actions.
Build What’s Next
Be a builder and change agent as RCL evolves its customer growth capabilities.
Connect Ecommerce, Brand, Merchandising, Planning, Retail, Media, Analytics and Digital around the customer.
Influence teams and senior leaders with a strong point of view grounded in data and business impact.
What You Bring
8+ years across CRM, Lifecycle, Growth, Ecommerce or Digital Marketing, ideally within retail, fashion or ecommerce.
A track record of turning customer strategy into measurable revenue, conversion and retention growth.
Deep expertise in segmentation, personalization, lifecycle marketing and automation platforms such as Braze, Salesforce Marketing Cloud or similar solutions.
Strong commercial and analytical instincts — you understand customer behaviour, ecommerce KPIs and what moves the numbers.
A true builder mindset — energized by transformation, ambiguity, experimentation and creating what doesn’t exist yet.
A strong cross-functional influencer who can challenge thinking, connect teams and bring people through change; bilingual in French and English.
You’ll Know You’re Winning When...
Customer journeys are smarter. Personalization is stronger. CRM is driving incremental growth. Teams are working differently. And the capabilities you’re building today become how RCL grows tomorrow.
Three roles. Three iconic Canadian brands. One team being built for what’s next.
Come build the next era of customer growth at RCL.

Employment type
Full-time

Work arrangement
Hybrid