Manager - Customer Engagement & Lifecycle

Enercare•Markham, ON

1d•Onsite

About The Position

The Customer Base Management team is looking to add an additional Manager to our team to spearhead superior customer communications that ignite customer engagement, drive loyalty, and present opportunities for upselling Enercare customers. This role is responsible for executing lifecycle and engagement campaigns in alignment with the national customer contact strategy, governance principles, and priorities defined by the Senior Manager, Customer Engagement & Lifecycle. You will harness unique and valuable customer insights to tailor communications that resonate deeply with target audiences. By aligning with agency partners and internal teams, including Product and Contact Centres, you will execute integrated communications programs that support cross‑selling, retention, and loyalty objectives established at the lifecycle strategy level. Your focus will span the breadth of our Home Services portfolio, encompassing lines of business such as HVAC, Water Heater, Water Purification, and Maintenance and Protection Plans. This is an individual contributor role that plays a critical part in enabling and operationalizing customer lifecycle strategy through high‑quality execution, insight‑led optimization, and cross‑functional collaboration.

Requirements

5+ years of experience in marketing communications, customer lifecycle marketing, or customer engagement roles, with hands‑on responsibility for campaign execution and optimization.
Strong understanding of end‑to‑end marketing communications, including strategy interpretation, planning, execution, and measurement within integrated, multi‑channel campaigns.
Data‑driven and analytically minded, with the ability to translate insights into clear actions and continuous performance improvement (experience with A/B testing and ROI analysis preferred).
Proven ability to collaborate and influence effectively across cross‑functional teams and manage agency and vendor partners to deliver high‑quality outcomes.
Highly effective written and verbal communicator, with experience delivering clear project briefings, recommendations, and performance updates.
Organized, adaptable, and comfortable managing multiple priorities in a fast‑paced, evolving environment, with strong attention to detail and follow‑through.

Nice To Haves

Experience with Salesforce Marketing Cloud is an asset.

Responsibilities

Partner with Marketing, Product, Customer Experience, Digital, Analytics, Legal, Sales, Channel, and Contact Centre teams, as well as agency and vendor partners, to deliver consistent, high‑quality, multi‑channel customer communications.
Execute customer lifecycle, engagement, entitlement, and cross‑sell campaigns in alignment with the national customer contact strategy, governance standards, and integrated campaign calendar defined by the Senior Manager, Customer Engagement & Lifecycle.
Manage day‑to‑day execution of assigned campaigns and portfolios within the integrated campaign calendar, proactively identifying risks, overlaps, dependencies, and optimization opportunities, and escalating where appropriate.
Utilize research and analytics to derive customer insights, inform campaign development, and continuously optimize performance through testing, learning, and iteration, including A/B testing.
Foster robust relationships with external vendors and agencies, such as advertising, copywriting, and digital partners, to collaboratively develop and implement integrated marketing campaigns.
Conduct post‑campaign analysis, ROI assessments, and post‑mortems, sharing learnings and recommendations to inform future planning, best practices, and performance improvement.
Monitor and manage campaign budgets, working alongside the Accounting team to process vendor invoices.