Lifecycle Strategy Lead - 12 month FTC

DEPT®•Toronto, ON

1d•$90,000 - $100,000•Hybrid

About The Position

This role is part of our Global Studios team. We create emotive yet conversion-focused ideas, products and campaigns at scale and speed. Our specialty is hyper-personalised, digital communications that change perceptions, shape new behaviours, and shift market share for our clients. As a Lifecycle Strategy Lead, you translate CRM and Digital Marketing strategy into concrete, scalable lifecycle programmes. You define what customers experience, when they experience it, and why, across the full customer lifecycle. Operating at management level, you bridge high-level CRM strategy and hands-on execution. You design lifecycle frameworks, journeys, and segmentation that guide CRM Activation and Engineering teams, ensuring that customer interactions are timely, relevant, and aligned with both business objectives and customer experience principles. You own the tactical journey layer: turning strategic intent into actionable lifecycle designs that can be executed, measured, and optimised over quarterly and yearly planning horizons.

Requirements

At least 5 years of experience in CRM, marketing automation, lifecycle marketing, or customer journey design.
Strong understanding of customer behaviour, lifecycle thinking, and segmentation models.
Hands-on experience with one or more CRM platforms (like Salesforce Marketing Cloud, Bloomreach, Adobe Campaign, Microsoft Dynamics, SAP Emarsys etc.);
Proven ability to translate abstract strategy into clear, actionable lifecycle designs;
A data-informed, performance-driven mindset with strong familiarity with CRM KPIs;
Confidence in client-facing environments, able to clearly explain lifecycle concepts and impact;
A structured way of working, with strong stakeholder management and collaboration skills;

Nice To Haves

Experience in an agency or complex, multi-disciplinary environment is a plus;

Responsibilities

Design detailed end-to-end lifecycle blueprints, including welcome, onboarding, engagement, upsell, retention, loyalty, and winback programmes;
Define audiences, segmentation logic, triggers, lifecycle moments, and messaging principles across touchpoints;
Own the “what” and “when” of customer interactions throughout the lifecycle;
Brief Email Consultants on journey intent, structure, KPIs, and execution requirements, while partnering closely with CRM Engineers to define data needs, tracking, and technical dependencies;
Collaborates with content, media, and data teams to optimise cross-channel orchestration and maximise client performance;
Identify gaps and opportunities across the lifecycle and proactively propose improvements;
Leverage data-driven insights and lifecycle performance metrics (KPIs, conversion, retention) to inform strategic recommendations and optimisation initiatives;
Ensure all lifecycle journeys and content align with strategic goals, CX principles, and brand guidelines;
Acts as the client lead on accounts, providing guidance and mentorship to junior and medior consultants

Benefits

A flexible, hybrid working policy.
An excellent salary based on experience and equal pay policies.
Mental health support, and company sick pay scheme.
15 days paid holiday annually (plus Public Holidays).
Refreshments are provided in the office all week.
Enhanced family friendly policies to support new parents.
Social and Cultural Events, plenty of opportunities to connect with colleagues through organised activities and celebrations.
Inspirational Talks, bringing the outside in with regular guest speakers and events.
Learning and Development, supporting your growth with continuous opportunities to learn and advance.
Buddy Programme: You will be paired with a ‘Buddy’ to help you through your first weeks’ at DEPT®.
A reputation for doing good. DEPT® has been a Certified B Corp® since 2021 and named ‘Agency of the Year’ at both The Lovies and The Webby Awards.
Awesome clients. Whether big or small, local or global — at DEPT® you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together!
The opportunity for possibility. We want to enable you to do what you do best and help you develop your skills further with training, development and certifications.