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About the Role

Rakuten Kobo is seeking a Senior Manager, Gift Cards & Loyalty to lead the strategy and growth of their Gift Cards and VIP/Rewards/Loyalty programs. This role will own the commercial strategy, roadmap, and performance of Kobo’s global gift card business and evolve their approach to customer loyalty, aiming to create measurable value for customers and the company.

Responsibilities

Own the global Gift Card strategy, roadmap and commercial performance across digital, physical and partner channels.
Develop and execute plans to grow gift card sales, distribution, activation and redemption.
Identify new growth opportunities across retail, digital, corporate/B2B and strategic partnerships.
Build strategies around key gifting occasions and identify opportunities to make gift cards a stronger customer acquisition and revenue channel.
Improve the end-to-end gifting experience, from discovery and purchase through delivery and redemption.
Evaluate new products, partnerships, distribution models and market expansion opportunities.
Establish clear KPIs and reporting across sales, margin, activation, redemption, customer acquisition and incremental revenue.
Partner with Finance, Legal, Product, Technology and Operations on program governance, compliance and execution.
Own and evolve Kobo’s VIP, rewards and loyalty strategy, including the long-term vision, customer proposition and roadmap.
Evaluate the current VIP program and identify opportunities to improve its customer appeal, engagement and commercial impact.
Develop new loyalty and rewards concepts that strengthen the value of being a Kobo customer.
Explore opportunities across rewards, benefits, recognition, status, exclusive experiences, partnerships and other loyalty mechanics.
Develop strategies that recognize and reward Kobo’s most valuable and engaged customers.
Use customer insights, behavioural data and competitive research to understand what customers value and where Kobo can differentiate.
Develop business cases and test-and-learn plans for new loyalty initiatives before scaling.
Establish a clear measurement framework across membership, engagement, retention, frequency, incremental revenue, margin and customer value.
Ensure rewards and incentives are driving incremental behaviour and sustainable economics.
Own the overall strategy, business planning and performance of the Gift Cards and Loyalty portfolio.
Build annual and multi-year roadmaps, identifying the highest-value opportunities and investment requirements.
Develop financial models and business cases for new programs, partnerships and capabilities.
Track market and competitive trends across gifting, membership, rewards and loyalty to identify emerging opportunities.
Work cross-functionally to translate strategy into executable programs and customer experiences.
Partner with CRM, Ecommerce and other marketing teams on the promotion and activation of Gift Card and Loyalty programs.
Balance global consistency with market-specific customer, regulatory and commercial needs.

Requirements

7-10+ years of experience in loyalty, rewards, membership, gift cards, partnerships, ecommerce, digital commerce or consumer strategy.
2+ years of people management experience leading and developing direct reports.
Experience developing or managing loyalty, rewards, membership, gift card or similar consumer program.
Strong commercial orientation with experience owning revenue, margin or other business performance metrics.
Experience developing customer propositions, program strategies, and business cases.
Strong understanding of loyalty economics, customer behaviour and incremental value.
Strong analytical skills and the ability to turn customer and commercial data into clear strategic recommendations.
Experience leading complex, cross-functional initiatives across Product, Technology, Finance and Marketing.
Comfortable operating at both the strategic and executional level — from defining a multi-year vision to getting new programs into market.
Strong stakeholder management and communication skills.

Skills

Gift Cards
Loyalty Programs
Rewards Programs
Membership Programs
Partnerships
E-commerce
Digital Commerce
Consumer Strategy
Commercial Strategy
Roadmap Development
Performance Management
Customer Value Proposition
Customer Acquisition
Revenue Growth
Customer Experience Improvement
KPI Establishment
Reporting
Program Governance
Compliance
Business Case Development
Financial Modeling
Market Trend Analysis
Competitive Analysis
Cross-functional Collaboration
Stakeholder Management
Communication Skills

Location

Toronto

Work Type

Hybrid Remote
Flexible hours

Experience Level

Senior Manager
7-10+ years of experience
2+ years of people management experience

Salary/Compensations

CAD $97,020.00 - 147,020.00 annually

Benefits

Competitive salaries
Performance based annual bonuses
Stock options
Training opportunities
Flexible hours
Hybrid remote working environment
Subsidized in-office lunches
Four extended long weekends in the summer
Full benefits starting from your first day
Paid Volunteer days
Unlimited sick days
3% RRSP matching
Work From Anywhere Program for up to 3 months (90 days)
Lifestyle spending account
Talent and development training budget
Free Kobo device + free weekly e-book or audiobook
Weekly Kobo Spark sessions
Maternity/paternity leave top up
Dog friendly office
Health insurance
Vision insurance
Dental insurance
Personal Time Off (PTO)
Volunteer Time Off (VTO)

About the Company

Rakuten Kobo Inc. is the world’s digital bookseller created by and for booklovers.
Owned by Tokyo-based Rakuten Group, Inc. and headquartered in Toronto, Rakuten Kobo’s millions of worldwide users can read anytime, anywhere, and on any device.
With a mission to make reading lives better for all, Rakuten Kobo connects readers to stories using thoughtful and personalized curation of eBooks and audiobooks, and the best dedicated eReaders and apps for reading.
With the singular focus of making reading lives the best they can be, Kobo’s open platform allows people to fit reading into more moments in their busy lives.
Five Principles for Success: Always improve, Always Advance - Only be satisfied with complete success - Kaizen; Passionately Professional - Take an uncompromising approach to your work and be determined to be the best; Hypothesize - Practice - Validate – Shikumika - Use the Rakuten Cycle to succeed in unknown territory; Maximize Customer Satisfaction - The greatest satisfaction for our teams is seeing their customers smile; Speed!! Speed!! Speed!! - Always be conscious of time - take charge, set clear goals, and engage your team.

Equal Opportunity

Rakuten Kobo Inc. is an equal opportunity employer.
Accessibility accommodations for candidates with disabilities participating in the selection process are available on request.
Any information received related to accommodation needs of applicants will be addressed confidentially.
Rakuten is an equal opportunity employer.
Accessibility accommodations for candidates with disabilities participating in the selection process are available on request.
Any information received related to accommodation needs of applicants will be addressed confidentially.