Launching Shoppers Drug Mart's Optimum: Learnings from a Loyalty Operations Lens (#671)
Let's Talk Loyalty22 Mai 2025

Launching Shoppers Drug Mart's Optimum: Learnings from a Loyalty Operations Lens (#671)

AI platforms are changing how customers discover brands.

Phaedon is leading the discussion on what this fundamental shift means for loyalty leaders like you.

Sign up for their live session at loyaltyinsiders.com.

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In the latest Wiser Loyalty podcast, Aaron Dauphinee of the Wise Marketer Group, speaks with industry loyalty operations expert, Nadine Rubin. Nadine shares her thoughts on the characteristics and skills needed to be successful in loyalty operations after a 25+ year career in the industry.

She also shares her vast experience, in particular while launching the Shoppers Drug Mart Optimum program in Canada as an alternative to coalition loyalty models that were dominating the market. Nadine does a compare and contrast of then versus now in loyalty and outlines some successes and wins: ensuring the immediacy of rewarding members, establishing program ambassadorship, testing with employees, etc.

Nadine closes by providing some thoughts and advice to a younger version of herself working in the 'loyalty industry'. This conversation is chalked full of insights and learning from someone that specializes in the unique area of Loyalty Operations.

Show Notes:

1) Nadine Rubin

2) Aaron Dauphinee

3) Wise Marketer Group

4) Drug Mart Optimum

5) The Invitation by Oriah (Book)

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