Customer Engagement & Product Lead - Self-Care Program

Lifemark; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A healthcare services provider in Toronto is searching for a Customer Engagement & Product Lead to enhance their Self-Care Bundle Program. This crucial role involves developing patient-centered product strategies, fostering collaboration between clinical and operational teams, and designing innovative engagement strategies to support patient care. Candidates should have a strong background in customer engagement and retail program management, backed by a desire to improve patient outcomes. The position offers a hybrid work structure.

Qualifications

• Proven experience in customer engagement, product development, and/or retail program management.
• Deep empathy for patients and a strong desire to improve lives.
• Strong collaboration skills with clinical and operational teams.

Responsibilities

• Lead the design and improvement of the Self-Care Bundle Program.
• Curate and manage retail product selections based on patient needs.
• Partner with clinicians and operations to ensure usability.

Skills

Customer engagement

Product development

Retail program management

Collaboration skills

Creative problem solving

Job description

Location: Toronto ON, Hybrid (4:1), occasional travel required
Reports To: VP Customer Experience & Marketing
Type: Full-time

Overview

Lifemark is on a mission to redefine what it means to heal—placing patients at the centre of everything we do. As we expand our Self-Care Bundle Program, we are looking for a passionate and strategic Customer Engagement & Product Lead to champion the continued growth and evolution of this important initiative. This role is perfect for a compassionate, driven self-starter with experience in customer engagement, retail product strategy, and service innovation. You’ll be helping us design and deliver thoughtful in-clinic and online experiences that inspire confidence, promote recovery, and support patients throughout their entire care journey—from initial assessment to ongoing maintenance and prevention.

Key Responsibilities

• Program Development & Innovation
  Lead the design, evolution, and continuous improvement of the Self-Care Bundle Program, ensuring it aligns with clinical best practices and delivers exceptional value to patients. This includes conceiving and launching an online offering. Develop new self-care offerings and patient engagement touchpoints, both in-clinic and digitally, to support recovery, encourage adherence, and enhance patient outcomes.
• Customer-Centered Product Strategy
  Curate and manage retail product selections based on patient needs, clinician feedback, and evidence-based outcomes. Drive the creation of patient-facing materials, including instructional guides and online content, that are clear, compassionate, and easy to use.
• Cross-Functional Collaboration
  Partner closely with clinicians, care coordinators, and operations teams to ensure program usability, adoption, and clinical relevance. Gather insights and feedback to guide future iterations and improve the patient’s experience across all stages of care.
• Engagement & Education
  Design and implement strategies to increase patient engagement with self-care tools and content, both during and between visits. Support internal education efforts to help clinic staff effectively communicate the value of self-care programs and products.
• Evidence-Based Approach
  Stay informed on the latest research and trends in self-management, recovery, and maintenance therapy. Ensure all program elements are grounded in clinical evidence and aligned with our patient-first philosophy.

What We’re Looking For

• Proven experience in customer engagement, product development, and/or retail program management; healthcare, wellness, or consumer health sectors preferred.
• Deep empathy for patients and a strong desire to build programs that meaningfully improve lives.
• Strong collaboration skills with the ability to work across clinical and operational teams.
• Demonstrated success in launching or managing patient- or consumer-facing retail programs.
• Creative thinker and problem solver who thrives in a fast-paced, purpose-driven environment.

Why Join Us

This is more than a product and retail programming role—it’s an opportunity to be a part of a movement toward more empowered, connected, and compassionate healthcare. If you’re passionate about human-centered design, inspired by meaningful patient outcomes, and ready to shape the future of care engagement, we’d love to meet you.

Inclusion

We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.

Accommodation

Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. [e-mail]

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