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 & Mar Tech Platform Strategy Own the vision, roadmap, and governance of the loyalty and Mar Tech 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 Mar Tech 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 Mar Tech 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 Mar Tech 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

📌 Senior Director (Markham)
🏢 Pet Valu Canada
📍 Markham