Jobs in Ottawa, Canada

Client Marketing Manager, Nurture and Retention

Location: Remote (Canada)

Industry: Financial Services

Department: Marketing

Employment Type: Permanent/Fulltime

The Client Marketing Manager, Nurture & Retention leads the development and optimization of lifecycle programs that keep clients informed, supported, and engaged throughout their journey. This role focuses on increasing client retention and satisfaction by delivering personalized, data-driven communication strategies to Farber’s clients as part of a broader effort to increase conversion.

• Own Farber’s client retention and lifecycle engagement strategy. Define OKRs, key touchpoints, and optimize the nurture program.
• Build programs that promote on-time client payments, milestone achievement, satisfaction, and advocacy.
• Evolve customer lifecycle frameworks for onboarding, education, and engagement.
• Create segmentation strategies to deliver personalized, timely content across the client lifecycle.
• Plan and execute automated multi-channel automated journeys using Dynamics 365 and Customer Insights.
• Conduct A/B testing to improve engagement, click-through, and retention rates.
• Work with content and creative teams to ensure messaging aligns with client needs and emotional drivers.
• Monitor performance, identify underperforming areas, and implement continuous improvement initiatives.
• Ensure the accuracy and consistency of data, defining and tracking key metrics, including retention rate, churn rate, satisfaction (CSAT), and engagement health.
• Partner with the Data Team to maintain and improve data quality, leveraging insights to propose and drive performance-enhancing initiatives, and providing direction on tactical improvements / strategic shifts.
• Partner with Customer Success, Operations, Data, IT, and other stakeholders to drive the client journey and operationalize lifecycle programs.
• Manage relationships with internal stakeholders supporting marketing automation, content and analytics tools.
• Ensure all communications comply with CASL, PIPEDA, and AODA accessibility standards.
• Maintain data integrity, consent management, and audience suppression best practices.

• Post-secondary education in Marketing, Business, or a related field or equivalent professional experience.
• 4+ years of experience in lifecycle, client, or CRM marketing.
• Strong proficiency with marketing automation platforms (Dynamics 365, Marketo, HubSpot, Salesforce Marketing Cloud etc).
• Demonstrated success using data-driven insights to improve retention and satisfaction.
• Exceptional writing and editing skills for empathetic, customer-first communications.
• Analytical and reporting skills; ability to translate data into actionable insights.
• Collaborative mindset with strong project management and stakeholder communication skills.
• Proven track record of delivering end-to-end lifecycle automations from conception to completion.

At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees, partners. We are committed to taking action and to deliver an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique. We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers, they hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber.

If you require any accommodations throughout the recruitment process—including alternate interview formats, accessible materials, or any other accommodations—we encourage you to contact us at careers@farbergroup.com.

Farber encourages applications from all qualified candidates who represent the diversity of Canada.