Location:
Markham, Ontario

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

Location:
Markham, ON Reports to: VP, Loyalty & Customer AnalyticsAbout 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.
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.
Enterprise Customer Intelligence Strategy Owns: Enterprise Customer Intelligence StrategyCustomer Growth Insights StrategyCustomer Value Management FrameworkCustomer KPI GovernanceExecutive Customer Performance ReportingLoyalty Analytics Centre of ExcellenceCustomer Analytics & Advanced Insights Owns: Customer Analytics StrategyCustomer Segmentation FrameworkCustomer Lifetime Value (CLV) MethodologyRetention & Churn AnalyticsCustomer Health MeasurementData Science, AI & Predictive Intelligence Owns: Enterprise Loyalty AI RoadmapPredictive Analytics StrategyAdvanced Personalization AnalyticsNext-Generation Customer Intelligence CapabilitiesCustomer Data Strategy & Governance Owns: Customer Data StrategyCustomer 360 RoadmapCustomer Data GovernanceIdentity Resolution StrategyCustomer Information ArchitectureEnterprise Measurement & Experimentation Owns: Measurement StrategyAttribution FrameworkIncrementality MeasurementTest-and-Learn ProgramCustomer Investment Evaluation FrameworkStrategic Investment & Business Performance Leadership Owns:



Customer Intelligence OrganizationTalent StrategyAnalytics Centre of Excellence Capability Development RoadmapLoyalty & 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. Bachelor's degree in Engineering, Business, Computer Science, Information Systems, Data Analytics, or a related discipline.
Master's degree or MBA is considered an asset.10+ years in Data Science, Data Engineering, Business Intelligence, CRM Analytics, Loyalty Analytics, or Customer Insights.7+ years leading analytics, BI, data science, or customer intelligence teams.
Demonstrated experience developing and executing enterprise customer int

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