POSITION OVERVIEW:
Reporting to the Director, Marketing and Merchandising, the Marketing & Customer Experience Coordinator supports the execution of marketing, merchandising, loyalty and customer engagement initiatives across the retail network. This role works cross-functionally with category management, marketing, store operations and external partners to ensure consistent customer experiences, effective promotional execution and strong store communication.
This role serves as the first point of contact for customer loyalty related questions and issues submitted through digital contact forms and customer service channels, while working closely with internal and external partners to escalate and resolve complex issues identify recurring trends and support continuous improvement initiatives.
This is a great opportunity for a self-driven, solution-oriented individual who want to be a part of building programs and initiatives with a knowledgeable, collaborate team.
MAIN RESPONSIBILITIES:
Customer Experience & Loyalty Support
- Monitor and manage customer inquiries submitted through loyalty contact forms, email and customer service platforms.
- Triage and prioritize incoming tickets based on urgency, issue type, and service standards.
- Respond to customer inquiries professionally and consistently using approved brand tone and communication guidelines.
- Investigate and resolve customer concerns related to loyalty accounts, points balances, enrollments, redemptions and promotional offers.
- Provide accurate and timely follow-up to customers regarding issue resolution and case status.
- Maintain detailed and accurate customer case notes within the ticketing platform.
- Manage escalated customer situations with empathy, professionalism and sound judgment.
- Apply structured workflows, decision trees and escalation protocols to ensure consistent issue handling.
- Monitor customer feedback channels including Google Reviews, customer service inquiries and loyalty support requests.
- Track recurring customer concerns and identify opportunities for operational or customer experience improvements.
Customer Recovery & Compensation
- Issue customer compensation, goodwill gestures and loyalty point adjustments within approved authorization limits and policies.
- Assess customer concerns and determine appropriate resolutions based on predefined service recovery guidelines.
- Escalate compensation requests exceeding authorization thresholds to leadership for approval
- Track and document compensation trends and recurring service recovery situations.
Marketing & Merchandising Support
- Coordinate marketing and merchandising communications for store locations across promotional cycles.
- Maintain promotional calendars, tracking tools and marketing submission documents.
- Where needed, review and validate promotional and merchandising content for completeness and accuracy.
- Coordinate signage organization, distribution and inventory management.
- Support Category Managers and marketing teams with project coordination and execution.
- Assist with vendor communication and follow-up regarding promotional or operational initiatives.
Store Communications & Training
- Coordinate bilingual communications to stores regarding promotions, loyalty updates and operational initiatives.
- Help to maintain and provide feedback on loyalty program training resources, SOPs, FAQs and reference materials.
- Ensure consistency and accuracy of communication materials across all channels.
EDUCATION, SPECIALIZED KNOWLEDGE & SKILLS:
- Post-secondary education in Marketing, Business, Retail Management or related field.
- 2+ years of experience in retail marketing, customer experience, merchandising support or loyalty programs is an asset.
- Strong organizational and project coordination skills.
- Excellent communication and interpersonal abilities.
- Experience supporting cross-functional retail initiatives in a fast-paced environment.
- Intermediate to advanced Microsoft Office skills.
- Customer-focused mindset with strong attention to detail.
- Ability to analyze feedback and identify process improvement opportunities.
- Bilingualism in English and French (written and spoken) required.
WHY JOIN THE QUICKIE TEAM?
- The salary range for this role is between $52,000-$65,000 per year. Salaries are based on years of relevant experience and education.
- Learn and collaborate with the best in the industry.
- Supportive colleagues and leaders who are passionate about providing exceptional service.
- Competitive compensation package.
- Long-term incentive plan.
- 3 weeks vacation to start.
- Complete benefits program including health, medical, dental, and life insurance.
- RRSP plan with Company match from day one.
- “The perks” include employee gym membership reimbursement, discounts on motor fuels at our service stations, and purchases of equipment and heating oil.
OUR CORE VALUES:
As a potential new colleague, it is important to us that when you consider a new opportunity, you understand a little about our company, its history, and its values. It is important to us that our values fit with yours, then everyone wins. Our Core Values are the cornerstone of who we are as a company, and what we value. We hope that our Core Values speak to you and what you value.
We’re entrepreneurial – We challenge the status quo, we take risks and we adapt to our customer’s needs.
We know every visit matters – We connect with our customer by remembering a name, a warm smile and a thoughtful hello.
We earn trust – We treat each other with respect, fairness and kindness.
We care for our brand – We hold ourselves and our locations to a higher standard.
We’re proudly local – We invest in the diverse mix of communities we call home.
Quickie is a Canadian-owned, modern retail store with a customer-centric approach to convenient shopping. We have been a part of communities in Ontario and Quebec for over 50 years. In 2021, we joined MacEwen Petroleum, one of Canada’s leading independent petroleum and convenience store companies.
The Company's continuing success is based on each one of our Quickie employees and retailers living our core values. First and foremost is our commitment to taking care of our customers.
Before an offer of employment is extended, a minimum of two business references will be required and candidates must complete pre-employment testing which comprises a criminal record check.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Please notify Human Resources if you wish to receive this job posting in a different format or if you require any other accommodation during the recruitment process.
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
This posting is for a vacant opportunity.
