Director, Loyalty Strategy

The Role:  Director, Loyalty Strategy

What you are looking for:

• A closely connected culture
• A total rewards package meant to enhance your work-life flexibility
• Fully utilizing your talent
• Professional growth and development via challenging projects and assignments
• Warm and fuzzy feelings knowing you have helped your community, your team, the business and social causes through the Rexall Care Network

Reporting into the SVP, Merchandising, Marketing and Loyalty, the Director, Loyalty Strategy will lead the evolution of our customer engagement strategy across our national retail pharmacy network. This visionary and results-oriented individual will own and drive growth through customer loyalty, data-driven marketing, and omnichannel excellence, delivering measurable results in both pharmacy and front-of-store performance.

What you’ll be doing:

 Strategic Leadership

• Define and drive the long-term strategic roadmap for customer loyalty across all retail pharmacy channels, ensuring alignment with business objectives and evolving customer expectations.
• Foster a customer-first culture by leveraging data-driven insights, personalization strategies, and a focus on maximizing customer value to deepen engagement and retention.
• Partner closely with executive leadership and key stakeholders across Marketing, Merchandising, Pharmacy, Operations, Finance, and IT to embed marketing and loyalty initiatives into the broader enterprise strategy, ensuring seamless execution and measurable impact.

Loyalty Program Ownership

• Oversee the strategic direction, performance, and continuous evolution of the loyalty platform. Drive initiatives that optimize customer acquisition, deepen engagement, increase retention, and enhance the perceived and actual value of rewards.
• Effectively utilize advanced customer analytics, behavioral data, and segmentation models to deliver highly personalized experiences. Translate insights into actionable strategies that generate measurable ROI and strengthen customer relationships.
• Identify, evaluate, and lead strategic partnerships that enhance the relevance and value of the loyalty program—particularly in the areas of health & wellness and everyday retail. Build a robust ecosystem that supports customer needs and differentiates the brand.

Omnichannel Customer Experience

• Collaborate closely with digital and product teams to ensure seamless, end-to-end customer journeys—from prescription refills to loyalty redemptions—across mobile, web, and in-store platforms. Champion experiences that drive satisfaction and loyalty.
• Lead the evolution of mobile app engagement by introducing real-time and AI-powered personalization. Drive adoption through intuitive design, relevant content, and features that anticipate customer needs.
• Continuously test and refine strategies to enhance the customer experience and build loyalty.

People Leadership

• Lead a diverse team fostering a culture of innovation, accountability, and customer obsession. Promote collaboration, agility, and continuous improvement to deliver exceptional results.
• Identify and develop internal high-potential talent while attracting top-tier candidates to support a team that is agile and able to meet the evolving needs of the organization.

Knowledge, skills and experience:

• 8-10 years of progressive experience in loyalty strategy.
• Minimum of 5 years in a senior leadership position in retail, with a proven ability to lead through influence in complex organizations.
• Familiarity with healthcare and privacy regulations (e.g., HIPAA, PIPEDA).
• Demonstrated success leading loyalty programs within the retail, pharmacy, grocery, or health & wellness sectors.
• Technically savvy, and adept with various data platforms, and omnichannel performance levers.
• Experience leading and developing high performing teams.
• Demonstrated success leading business and technical teams to build and deliver strategic projects to support merchandising and drive profitable sales, improve customer experience and loyalty.
• Proven analytical skills both at the macro and micro level.   
• Strong influencer and negotiator – demonstrated experience coordinating communication and translating key messages across cross-functional teams and partners.
• Excellent time management, planning and organizational skills. Ability to multi-task in a fast-paced environment, prioritize and make ongoing decisions.
• Strong project management, organizational and analytical skills.
• Strategic and analytical problem solver, with the ability to analyze data and interpret the impact of key business drivers 
• Superior problem solving and decision-making skills 
• Excellent written and verbal communication skills, including sharing ideas and information across diverse audiences and making presentations to secure consensus.
• Expert level knowledge of Microsoft Excel and PowerPoint and demonstrated experience in modeling, analysis, and presentation creation.

At Rexall, we are better together. We serve our customers, partners, and patients best—we are our best—when everyone brings their true self to work. Our connected, inclusive culture celebrates our lived experiences, backgrounds, expertise, and self-expression to let us win as one team. Leveraging our differences distinguishes us and brings out our best performance.

Are you #ALLin?

Rexall Pharmacy Group is committed to providing an accessible environment for all of our customers, employees, and job applicants. Rexall Pharmacy Group will make available to any selected applicants’ accommodations and/or accessible formats should they require. Candidates are encouraged to discuss any accommodation they may need in order to allow for the most effective selection process.