Location:
Markham, Ontario

Job Description
Position: Senior Director, Customer Analytics, Data & AI Type: Full time | Hybrid

Location:
Markham, ON Reports to: VP, Loyalty & Customer Analytics

About Us
Pet Valu is Canada’s leading pet specialty retailer, dedicated to strengthening the bond between dedicated pet lovers and their pets. With 50 years of animal care expertise, we operate over 800 stores across Canada under several banners, including Pet Valu, Bosley’s, Total Pet, Paulmac's Pet, Tisol & Chico. Guided by our mission to deliver products, care, expertise, and memorable moments, Pet Valu is a place where people build meaningful careers while making a positive impact on pets and communities. What will you do? The Senior Director, Customer Intelligence, Data & AI is responsible for defining and executing Pet Valu's enterprise Customer Intelligence strategy, enabling the organization to maximize customer acquisition, engagement, retention, and lifetime value through data-driven decision making. This role provides strategic leadership across Customer Analytics, Business Intelligence, Customer Data Strategy, Data Science, Artificial Intelligence, and Customer Measurement. The Senior Director serves as the organization's authority on customer behavior, customer value, and customer growth opportunities, translating complex data into actionable business strategies that support enterprise objectives. Working closely with Marketing, Digital, Merchandising, Operations, Finance, Technology, and Executive Leadership, this role develops the analytical frameworks, predictive capabilities, AI roadmap, and customer intelligence infrastructure necessary to drive long-term growth and competitive differentiation.



The Senior Director also leads the development of an enterprise Customer Intelligence Centre of Excellence, ensuring insights, measurement, experimentation, and advanced analytics capabilities are embedded throughout the organization and consistently influence strategic and investment decisions. This position manages a portfolio of customer data, analytics, AI, and technology investments intended to improve customer experience, strengthen loyalty, and generate measurable commercial value. Responsibilities

Enterprise Customer Intelligence Strategy Owns:

Enterprise Customer Intelligence Strategy Customer Growth Insights Strategy Customer Value Management Framework Customer KPI Governance Executive Customer Performance Reporting Loyalty Analytics Centre of Excellence Customer Analytics & Advanced Insights Owns:

Customer Analytics Strategy Customer Segmentation Framework Customer Lifetime Value (CLV) Methodology Retention & Churn Analytics Customer Health Measurement Data Science, AI & Predictive Intelligence Owns:

Enterprise Loyalty AI Roadmap Predictive Analytics Strategy Advanced Personalization Analytics Next-Generation Customer Intelligence Capabilities Customer Data Strategy & Governance Owns:

Customer Data Strategy Customer 360 Roadmap Customer Data Governance Identity Resolution Strategy Customer Information Architecture Enterprise Measurement & Experimentation Owns:





Measurement Strategy Attribution Framework Incrementality Measurement Test-and-Learn Program Customer Investment Evaluation Framework Strategic Investment & Business Performance Leadership Owns:

Analytics Portfolio Management Customer Growth Recommendations Executive Decision Support Leadership & Organizational Capability Development Owns:

Customer Intelligence Organization Talent Strategy Analytics Centre of Excellence Capability Development Roadmap Loyalty & MarTech Platform Strategy Own the vision, roadmap, and governance of the loyalty and MarTech ecosystem, including CRM, Customer Data Platforms (CDP), loyalty platforms, marketing automation, and customer engagement technologies. Align platform capabilities with customer, loyalty, and business objectives. Develop and execute the long-term Loyalty and MarTech strategy, ensuring alignment with enterprise customer, digital, and marketing objectives. Evaluate emerging technologies and recommend platform enhancements to improve customer engagement and marketing effectiveness. Product Ownership & Delivery Serve as Business Product Owner for key loyalty and MarTech platforms. Define product requirements, prioritize enhancements, and manage platform roadmaps. Collaborate with IT, Product, and external vendors to ensure successful implementation and ongoing optimization of capabilities. Vendor & Stakeholder Management Manage strategic relationships with MarTech vendors and service partners. Negotiate contracts, oversee platform performance, and ensure service level expectations are met. Act as the primary liaison between business stakeholders and technical teams. Lead strategic partnerships with key vendors and external partners to ensure technology investments deliver expected business outcomes and return on investment. Quali

📌 Senior Director (Winnipeg)
🏢 Pet Valu Canada Inc.
📍 Winnipeg