Customer Lifecycle Manager

About the role

AlgaeCal is hiring a Customer Lifecycle Manager in Ottawa, a customer loyalty and retention role covering email, SMS, push notifications, segmentation, automated journeys, loyalty communications and customer lifetime value. The role starts with ownership of the lifecycle marketing engine and offers growth into broader leadership across Loyalty, including retention, subscriptions, rewards and engagement.

Key responsibilities

• Lead, coach and develop the team, setting a high bar for quality and helping people do their best work
• Create and manage automations and campaigns that guide customers through every stage of the journey, focusing on retention, loyalty, reorder rate and customer lifetime value
• Improve personalization across email, SMS, push and other owned channels
• Use data and customer insights to build segmentation so the right message reaches the right audience at the right time
• Build, optimize and scale customer journeys in platforms such as SFMC, Klaviyo or Braze, using testing and iteration
• Oversee marketing automation performance and help expand other owned channels such as SMS and push
• Oversee email design and messaging best practices

Required profile

• Experience leading, coaching or managing a small team, with the ability to set priorities, raise quality and develop people
• 3+ years in email and database marketing or a related function
• 2+ years of people management experience
• Proven track record developing, implementing and analyzing automated customer journeys
• 3+ years working in marketing automation platforms such as Braze, Klaviyo or SF Marketing Cloud; Braze certification strongly preferred
• Familiarity with CRMs such as Salesforce, direct response marketing, rewards and subscription programs, loyalty flows and lead funnels
• Data-driven, organized, with strong presentation, project management and problem-solving skills; experience in health or supplements is an asset

Required skills

• Braze, Klaviyo, SF Marketing Cloud
• Salesforce
• Email and database marketing

What we offer

• Salary up to $120,000 depending on experience
• Healthcare package
• Monthly team events and weekly in-office lunches
• Casual dress code and a dog-friendly Yaletown office near SkyTrain
• Flexible Stat Holidays with the option to bank days
• Professional development conferences or workshops paid by the employer

To apply, send your resume and a cover letter together in one file, answering questions about why you are the best fit, your toughest challenge, your recent books, your hobbies and why you are looking for another job.