Manager, Customer Analytics & Database Marketing

Location: Holt Renfrew - Toronto - Corporate Store Support Centre (60 Bloor Street West, Suite 1100)
Department: Marketing & Customer Experience
Cosmetic/Brand Line:
Work Status: Full-Time
# of openings: 1
Project #: 13271



At Holt Renfrew, our purpose is to inspire a life of style. We achieve this by living our Brand Spirit; demonstrating Holts’ values:

  • Passion - own it,
  • Excellence - elevate every moment
  • Warmth - open to the world and
  • Unity - one team. One Holts.


The Manager, Customer Analytics & Database Marketing will be responsible for leading the CRM and Customer analytics efforts aimed at deepening customer engagement, customer insight and increasing the relevance of Holt Renfrew and driving sales. This individual will maximize growth and retention of the Holt Renfrew customer base through timely execution of targeted multichannel campaigns, application of database marketing techniques, test design and delivery of insightful customer reporting. Further, this key staff member will help develop CRM initiatives that leverage knowledge of customer life cycle to retain, stimulate and acquire new customers.


Specific responsibilities include (but are not limited to) the following:

  • Managing CRM team to deliver timely, high quality customer campaigns/ initiatives (including lists requests, test design, campaign management, post campaign analyses and insights)
  • Developing customer analytics, reporting and dashboards with single view of customer to provide timely and accurate customer insights to key internal stakeholders. Audit and troubleshoot data problems, if needed
  • Synthesizing data to identify trends and deliver key insights and business recommendations Partnering with key internal stakeholders, including marketing, merchandizing and operations teams, to develop promotions and campaigns that drive sales to targeted customers
  • Supporting key information technology initiatives, such as enhancements in single view of customer, customer data warehouse, CRM and campaign management tools
  • Team leadership and performance management: Build, coach and retain a high performing team that delivers results and meet goals. Manage and prioritize workload for self and team
  • Leverages SAS and other tools to produce data sets, analyses, tabulations, graphics
  • Applying advanced analytical and statistical techniques to solve marketing questions
  • Serves as the subject matter expert for data mapping and SAS scripts


The ideal candidate:

  • Post-secondary education: Bachelor’s degree, preferably in marketing or with a quantitative focus, such as statistics, applied mathematics, economics, computer science
  • 8+ years Marketing experience with a focus on using customer data, such as Direct Marketing, Database Marketing, Loyalty Marketing
  • 5+ years hands-on experience using with data mining, customer analytics, developing customer segmentations)
  • 5+ years in customer campaign management / CRM, preferably in retail or other fast-paced B2C environment, with experience developing and executing customer acquisition, upsell/ cross-sell and retention campaigns
  • Experience in digital and eComm analytics required
  • Strong business acumen: understanding of business and financial models and ability to link communication tactics to strategic objectives from a financial perspective
  • Enthusiastic, high-energy and takes a ‘hands-on’ approach, passionate about customer
  • Self-motivated, strong quantitative skills, attention to detail, a high aptitude for problem solving and a natural interest in understanding customer behavior
  • Knowledgeable on customer data privacy best practices


The measures of success: 

  • Contribution to financial objectives
  • Individual objectives linked to the achievement of department goals
  • Feedback from internal and external clients


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