Chatters Limited Partnerships
Director of Loyalty, Insights & Customer Data
Mississauga, ON, Canada - Full Time
At Chatters, we are transforming how Canadians experience beauty – blending in-salon expertise, retail convenience, and ecommerce innovation. As the Director of Loyalty, Insights & Customer Data, you will be at the center of this transformation, building programs and insights that deepen customer relationships and fuel growth. Reporting to the VP, Marketing & Branding, you will design and scale loyalty programs, champion a 360 customer view, and turn data into action across marketing, ecommerce and salons. Your success will be measured by loyalty adoption, retention gains, and customer lifetime value growth – key drivers of Chatters’ ambitious growth strategy.
What You Will Do
As our Director of Loyalty, Insights & Customer Data, you will own the strategy, execution, and performance of our customer loyalty programs and data platforms. You will lead initiatives that deepen customer relationships, increase lifetime value, and enable personalized marketing.
You are comfortable setting vision, influencing at the executive level, and rolling up your sleeves to operationalize and optimize solutions. This is a high-impact role for a leader who blends customer-centric thinking with analytical rigor and thrives in a test-and-learn, results driven culture.
This role is central to Chatters’ strategic growth, driving loyalty adoption, personalization at scale, and customer lifetime value as we expand ecommerce and deepen our omni-channel relationships.
Loyalty Program Leadership
Who You Are
What You Will Do
As our Director of Loyalty, Insights & Customer Data, you will own the strategy, execution, and performance of our customer loyalty programs and data platforms. You will lead initiatives that deepen customer relationships, increase lifetime value, and enable personalized marketing.
You are comfortable setting vision, influencing at the executive level, and rolling up your sleeves to operationalize and optimize solutions. This is a high-impact role for a leader who blends customer-centric thinking with analytical rigor and thrives in a test-and-learn, results driven culture.
This role is central to Chatters’ strategic growth, driving loyalty adoption, personalization at scale, and customer lifetime value as we expand ecommerce and deepen our omni-channel relationships.
Loyalty Program Leadership
- Deliver best-in-class loyalty programs that drive retention, cross-channel engagement, and lift customer lifetime value.
- Analyze performance of loyalty initiatives and recommend enhancements to increase program adoption and ROI.
- Benchmark against industry leaders to ensure competitive positioning.
- Measure and drive results through established KPIs, activating with customers based on real time insights and learnings.
- Establish and track KPI’s (penetration, AOV, frequency, CLV, loyalty adoption rates).
- Oversee collection, integration, and governance of customer data across systems (CRM, POS, eCommerce, CDP, etc.).
- Collaborate with IT and analytics teams to improve data quality, segmentation, and accessibility.
- Drive compliance with data privacy regulations.
- Own and evolve the customer data roadmap to enable smarter targeting, personalization, and measurement.
- Partner with digital marketing and merchandising to create data-driven, personalized experiences across email, SMS, app, web, and in-store.
- Develop lifecycle strategies informed by behavior and preferences.
- Establish frameworks for testing and optimizing personalized content, offers, and customer journeys across segments and channels.
- Build dashboards to track retention, customer lifetime value (CLV), segmentation performance, and ROI.
- Leverage predictive modeling and analytics to inform strategic decisions.
- Translate complex data into clear, actionable insights for executives and operators.
- Drive a culture of continuous learning by embedding data into day-to-day decisions.
- Work closely with Marketing, E-Commerce, IT, Merchandising, and Salon Operations to align loyalty and data strategies with business goals.
- Serve as the voice of the customer within executive planning.
- Influence senior leadership through compelling, data-driven storytelling.
Who You Are
- Bachelor’s degree in Marketing, Business, or a related field.
- 8+ years of experience in CRM, loyalty, or customer data management, Director-level leadership.
- Omni-channel retail or services (beauty, specialty retail, membership-driven industries) strongly preferred.
- Hands-on experience with loyalty platforms, CDPs, CRM tools, and marketing automation.
- Proven success developing and scaling loyalty programs with measurable success.
- Strong analytical skills (SQL, Excel, or BI tools).
- Strong communication and leadership skills; ability to influence across levels and departments.
- Proven ability to scale new programs within fast-growth environments.
- Strategic thinker with detail orientation – able to set vision and drive execution.
- Thrives in ambiguity, hands-on operator with a bias for action.
Why You Will Love Working with Us
Ready to join our community? Submit your online application and check us out! https://www.chatters.ca
Chatters prioritizes diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our team members, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
- Creative freedom: We encourage fresh ideas and innovative thinking. Your contributions will make an impact from day one.
- Collaborative environment: Work alongside passionate individuals who support each other and foster growth.
- Growth opportunities: We offer professional development programs and opportunities to grow within the company.
- Perks & Benefits: Competitive salary and benefits package, RRSP employer contributions program, discounts on salon services and product!
Ready to join our community? Submit your online application and check us out! https://www.chatters.ca
Chatters prioritizes diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our team members, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
