Customer Lifecycle Manager

Sleep Country

Manager of Customer Lifecycle optimizing customer engagement strategies across various stages at Sleep Country Canada. Focusing on onboarding to renewal for enhanced customer satisfaction.

Posted 6/26/2026full-timeMontreal • 🇨🇦 CanadaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AEM

About the role

Key responsibilities & impact

Design and execute promotional and lifecycle-based email campaigns, in-product messages, and other customer engagement initiatives
Collaborate cross functionally with Marketing, Merchandising, and Customer Experience teams to deliver consistent, personalized communications.
Optimize onboarding, activation, and retention processes to improve time-to-value and reduce churn.
Analyze and segment the customer base to develop tailored lifecycle strategies across onboarding, activation, retention, etc.
Maintain existing and implement new customer engagement platforms including Email, SMS, CDP, WhatsApp and other related tools.
Leverage integrations between ESP and CDP to power email and sms communications.
Collaborate with the technical teams and technical account manager to troubleshoot data discrepancies.
Use customer data and behavioral analytics to identify patterns, forecast risks, and measure the impact of lifecycle programs.
Provide insights and recommendations to drive decision-making and continuous improvement.
Identify advocates and loyal users to foster referrals and testimonials.
Identify upsell and cross-sell opportunities during key lifecycle moments.
Manage a daily, weekly, and monthly analytics dashboard on channel performance through Data Studio.
Translate customer feedback into actionable insights for product and service improvement.
Identify key customer touchpoints and pain points across the journey.
Leverage AI and predictive analytics to drive operational efficiency internally, including identifying new opportunities to build or integrate AI agents into the campaign execution process.

Requirements

What you’ll need

University Degree or College Diploma in Business, Marketing or related field.
At least 4-6 years of experience in customer success, lifecycle marketing, CRM, CDP or related discipline.
Strong analytical, verbal and written communication skills
Hands-On or Demonstrated experience using ESPs such as Klaviyo, ActiveCampaign, Braze, Customer.io or similar
Experience managing Customer Data Platforms (CDP)s such as Simon Data or similar
Proven experience in scaling lifecycle and loyalty programs in B2C or e-commerce environments
Knowledge in using project management tools such as Monday, Jira, Asana, ClickUp or similar as well as analytical tools such as Data Studio, Google Analytics
Experience with design tools such as Figma, Canva - including asset management platforms (Adobe Experience Manager)
Familiarity or Experience in using other tools such as Bazaarvoice, Digioh, Validity & BriteVerify, Dynamic Yield
Experience in retail is a definite asset
Proficiency in English (written and spoken) - French is an asset

Benefits

Comp & perks

This is not a job but a CAREER with opportunities for growth and advancement
Diverse and inclusive work environment
We will invest in you and provide extensive training, mentoring and continuous development
Access to training and development platforms
Full medical, dental benefits and a Deferred Profit Sharing Program
Annual Wellness Credit of up to $250.00 for any products/services that improve your health and well-being, i.e., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment!
Associate Discount Program where you will be able to enjoy some of the world’s best sleep products
Maternity/Parental leave top up benefits
Tuition Reimbursement Program that covers professional AND personal development
Long service awards, celebrations and other social events
Associate Referral Program
Paid day off to volunteer at your local charity of choice

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

lifecycle marketingcustomer successCRMcustomer data platform (CDP)analytical skillsemail service provider (ESP)data analyticspredictive analyticscampaign executioncustomer engagement

Soft Skills

analytical communicationverbal communicationwritten communicationcollaborationproblem-solvinginsight generationcustomer advocacydecision-makingcontinuous improvementrelationship management