Giant Tiger

• Respond to customer and store inquiries via telephone, email, live chat, text and social media channels. • Provide timely and effective solutions in response to inquiries and issues. • Provide excellent customer service and address needs of customers and stores in a timely and effective manner meeting SLAs. • Provide clear and precise documentation for stores to advise customers (Correction Notices) • Accurately and efficiently provide notices to stores advising them of any non-food and Health & Safety Recalls. • Recall & Customer notice must be both English and French • Actively contribute ideas that will enhance the customer service experience. • Drawing from BHD inquiry experiences, contribute to Merch Ops process improvement by periodically providing analysis and recommendations on issues & opportunities regarding Stores • Provide Stores with information and details regarding potential issues or upcoming issues that could affect their business. (Store Communications) • Manage work flow on the front end, manage customer/store flow, and report performance and policy issues to the Customer Service Supervisor

• Build, implement, and manage dynamic, data-integrated lifecycle flows (e.g., onboarding, re-engagement, retention, upsell, win-back) within our email platform. • Plan, build, and deploy marketing campaigns ensuring alignment with marketing initiatives and business goals. • Analyze campaign results against key performance metrics (deliverability, open rate, CTR, conversion, revenue attribution) and optimize content, targeting, and timing. • Define and apply campaign segmentation and exclusion logic, leveraging data and behavioural insights to ensure the right customers receive the right content—for example, targeting only stores or regions participating in featured assortments. • Identify new channel opportunities; test creative approaches, A/B experiments, and messaging strategies. • Share insights and recommendations with the team. • Partner with marketing, product, and analytics teams to align campaigns with broader initiatives and ensure consistent messaging across channels. • Maintain best practices for email compliance (CASL, GDPR, CAN-SPAM) and proactively manage list health and deliverability. • Implement storytelling elements into communications, developing layouts, content, and messaging using insights from past campaigns, competitors, and customer engagement.