Customer Journey Manager

JOIN OUR TEAM!

At Couche-Tard/Circle K, our mission is simple: to make life a little easier for our customers every day. You may have stopped by for a coffee, to fill up your car, or to grab something to eat on the go. Then, you know Couche-Tard/Circle K. We have become a thriving global company with over 17,000 stores in 29 countries, serving nearly 9 million customers each day. In total, approximately 149,000 people work in our stores and offices. We offer fast and friendly service and take care of our employees and communities. We are looking for ways to always put people first. No matter where your journey and ambitions take you, we can help you get there. Are you ready to grow your career? Let's grow together!

Customer Journey Manager

Department: Marketing

Location: In-person role, Laval, QC (4204, Industrial Blvd, Laval)

Employment Type: Full-time, Permanent (40 hours) THE ROLE

Under the responsibility of the Marketing Director, the Customer Journey Manager plays a central role in our approach to building relationships with our online customers. This role defines our national communication strategy, through the CRM, SMS, and newsletters, while driving the growth of the Circle K app. It is an individual expert position that collaborates closely with multidisciplinary teams to establish the strategy and implement it. We are looking for a person with a strategic vision, who enjoys moving from reflection to action.

WHAT YOU WILL DO

Ready to start your journey with us? Here is an overview of the main responsibilities of this position: Customer Journey

• Define the national CRM strategy — email, SMS, newsletters, and Circle K app — by establishing key messages, audience segmentation, pacing, and channel priorities
• Design consistent customer journeys that offer the right experience at the right time
• Provide the CRM activation team with the necessary requirements to implement campaigns: targeted audiences, journey logic, and delivery parameters
• Consolidate content from various business units into a national communications calendar
• Monitor campaign performance in collaboration with the activation team and propose optimizations based on defined performance indicators
• Enhance the organization's CRM capabilities, particularly in terms of journey automation
• Circle K App Growth
• Drive the growth of the Circle K app by identifying and developing opportunities to evolve the program
• Manage content in the app — offers, promotions, and partner integrations — in collaboration with regional managers
• Determine what should be highlighted in the app, advise on opportunities, and ensure that every initiative aligns with the overall strategy
• Contribute to building the foundations of the technological ecosystem to support future growth
• Cross-functional Collaboration
• Ensure coordination and approvals with business units and teams in Merchandising, Legal, and Technologies
• Collaborate with the Couche-Tard app manager to ensure alignment of regional initiatives
• Maintain relationships with key partners, including app developers and vendors, acting as the Customer Journey team representative in all relevant discussions
• Privacy and Compliance
• Ensure compliance with privacy requirements across all loyalty CRM channels, including enrollment flows, consent management, and policy updates
• Ensure that all activities meet Canadian regulatory requirements

WHAT YOU WILL NEED

• We want you to join our team! Here is what we are looking for:

Education

• Bachelor's degree in marketing, business administration, communications, or a related field

Experience

• Minimum of 4 to 6 years of experience in CRM or customer lifecycle marketing; experience in a retail or consumer goods environment is an asset
• Demonstrated experience in designing and managing customer journeys across email, SMS, and newsletter channels
• Proven ability to manage external vendors and mobilize multiple internal stakeholders
• Experience with a loyalty program is an asset

Knowledge and Skills

• Strong knowledge of CRM platforms, including Infobip and Adobe Campaign
• Practical knowledge of Canadian privacy legislation
• Ability to convey clear and structured mandates to multidisciplinary teams
• Comfortable moving between strategic and operational levels as needed

Language Skills

• Bilingualism required (advanced French and English both orally and in writing), as the person will be required to work and communicate regularly in English while performing the tasks below. Specifically, the role requires collaboration with global teams.

WHY WORK WITH US

At Couche-Tard/Circle K, we believe that our team members are the heart and soul of our company. By joining us, you obtain not just a job — you become a member of a dynamic community where your talents are valued, your growth is encouraged, and your contributions make a real difference. Here is why you will love working with us:

Benefits

• Group Insurance Program: Stay healthy and happy! Our program offers you the opportunity to choose the coverage that best suits your needs and to add optional insurance (health and dental care, long-term disability, life insurance, health savings account).
• Retirement Plan: Plan your future and retire in peace with our retirement plan that helps you build a secure financial future.
• Employee Stock Purchase Plan: Invest in your future and share our success with our employee stock purchase plan, allowing you to become a shareholder of Couche-Tard/Circle K.
• Paid Time Off: Recharge your batteries with paid time off, including vacation, sick days, and personal days to help you maintain a healthy balance between work and personal life.

Other Benefits

• Employee Discount: Enjoy exclusive discounts on our products and services, allowing you to fill up and stock up on your favorite snacks.
• Training and Development: Develop your skills and advance your career through continuous training and development opportunities, including workshops, seminars, and online courses.
• Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition, reward, and incentive programs to show our appreciation for your hard work and dedication.
• Mentorship Program: Advance your career through our mentorship program, where experienced professionals offer guidance, support, and valuable insights to help you reach your full potential.
• Scholarship Program: Invest in your education and future success through our scholarship program, accessible not only to our employees but also to their children. We are committed to supporting your learning journey and providing you with the means to achieve your academic and professional goals.

INTERESTED? You are just a few clicks away from joining an exceptional company! Visit our careers page at https://c