Senior Lifecycle Marketing Manager, Retail & Retention

Creative Niche; Toronto; Remote; CAD 90,000 - 120,000; Full time

Job summary

Creative Niche is seeking a Senior Lifecycle Marketing Manager for a remote 6–12 month contract to drive retention and renewals across retail and digital channels. You’ll own the end-to-end customer journey from purchase to renewal, shaping onboarding, activation, messaging, education and segmentation strategies.

You will work with a dedicated analytics team to uncover gaps, run experiments and optimize communications across email, in-product messages, push notifications and cross-sell

Qualifications

• Senior lifecycle, retention, CRM or customer marketing experience.
• Experience with a subscription or recurring-revenue product.
• Track record improving retention, renewals, engagement and/or churn.
• Experience with customer journeys crossing physical retail and digital/ecommerce.
• Ability turn retail customers into ongoing direct digital relationships.
• Strong knowledge of email, in-product messaging, push and other lifecycle channels.
• Data-driven approach to segmentation, testing and optimization.
• Experience working across large, complex and global organizations.
• Experience in consumer technology, software/SaaS, cybersecurity, telecom or another subscription-based business with a retail presence.

Responsibilities

• Analyze the customer journey from retail purchase to renewal and identify biggest opportunities.
• Rethink onboarding, activation, email journeys and cadence, in-product messaging, education, segmentation, retention and renewal journeys.
• Collaborate with data and analytics teams to leverage customer data for insights.
• Design strategies and experiments to increase engagement, retention and renewals.
• Work across physical retail and digital/ecommerce to convert retail customers into direct digital relationships.

Skills

Lifecycle marketing

CRM experience

Email marketing

Data-driven segmentation

Subscription business

Retail & ecommerce

Cross-channel messaging

Job description

Senior Lifecycle Marketing Manager, Retail & Retention

Remote | 6–12 Month Contract to Start | 40 Hours/Week

Calling senior lifecycle marketers who love figuring out what makes customers stay.

We’re hiring for a global consumer technology organization with a really interesting challenge to solve:

Millions of customers are buying the product. How do you turn more of them into long-term, renewing customers?

The product is sold through some of the world’s largest retailers, both in-store and online. But the initial purchase is only the beginning.

From the moment someone purchases, installs and registers the product, what should their first year as a customer actually look like?

What happens if they buy it but never install it?

Are they seeing the value of their subscription?

Are they receiving the right messages at the right time?

Where are they disengaging?

And ultimately, what will make more of them renew?

That’s the challenge you’ll help solve.

What you’ll be doing

You’ll take a fresh look at the entire journey from retail purchase → installation → activation → engagement → retention → renewal and identify where the biggest opportunities are.

That could mean rethinking:

• Onboarding and activation
• Email journeys and cadence
• In-product messaging and notifications
• Customer education and engagement
• Segmentation and personalization
• Retention and renewal journeys
• Offers and cross-sell opportunities
• In-store customer touchpoints

A big part of the opportunity is figuring out how an initial purchase through a third-party retailer becomes an ongoing direct relationship with the customer.

And this is a hands‑on strategy role. You’ll be encouraged to actually experience the customer journey yourself, from the retail purchase and checkout experience through installation, registration and the communications that follow.

Connecting the dots

There’s a dedicated data and analytics team and a wealth of customer data available.

You’ll have the opportunity to ask the questions, find the gaps and determine what should change:

Where are customers dropping off? Why? Which behaviours lead to renewal? What are customers experiencing throughout that first year? Where could better messaging, education or personalization make a difference?

Then you’ll turn these insights into strategies, experiments and improvements designed to increase engagement, retention and ultimately renewals.

Who we're looking for

We’d love to meet someone who has spent their career thinking about customer lifecycle, retention and recurring revenue and can point to real examples of improving the customer journey.

You’ll likely bring:

• Senior lifecycle, retention, CRM or customer marketing experience
• Experience with a subscription or recurring-revenue product
• A track record improving retention, renewals, engagement and/or churn
• Experience with customer journeys that cross physical retail and digital/ecommerce
• Experience turning a retail customer into an ongoing direct digital customer relationship
• Strong knowledge of email, in-product messaging, push and other lifecycle channels
• A data-driven approach to segmentation, testing and optimization
• Experience turning customer insights into strategy
• Experience working across large, complex and ideally global organizations

Experience in consumer technology, software/SaaS, cybersecurity, telecom or another subscription-based business with a retail presence could translate particularly well.

The most important piece? You understand that getting the customer is only the beginning. You know how to look at everything that happens afterward and find opportunities to keep them engaged, demonstrate value and give them a reason to stay.

The details

Contract: 6–12 months to start

If the idea of taking a customer journey with a lot of untapped opportunity and figuring out how to make it significantly better sounds like your kind of challenge, we’d love to connect.