What we're looking for:

We are seeking an experienced and results-driven Lifecycle Marketing Manager to develop and execute data-informed marketing strategies that guide customers through every stage of the journey, from acquisition to retention and advocacy. This role is central to ensuring our customers have a frictionless and personalized experience, driving engagement, long-term loyalty, and customer lifetime value (CLV).

As the Lifecycle Marketing Manager, you will oversee email marketing, automated workflows, customer segmentation, and retention strategies, with a focus on optimizing the customer experience across various touchpoints. You will collaborate closely with Product, Data Analytics, Customer Success, and the broader marketing team to drive impactful campaigns that engage customers and keep them connected to our brand.

Responsibilities:

• Design and execute end-to-end lifecycle marketing programs that align with customer needs at different stages of their journey.

• Lead the development of personalized retention strategies, focusing on increasing customer lifetime value, reducing churn, and enhancing engagement.

• Segment and target customers effectively using data-driven insights and create tailored campaigns for each lifecycle stage (Onboarding, Engagement, Retention, Re-activation, Advocacy).

• Manage the creation, execution, and optimization of multi-channel lifecycle marketing campaigns

• Work cross-functionally with creative, data analytics, and product teams to ensure the delivery of compelling and relevant content

• Continuously analyze the performance of campaigns, using A/B testing, customer feedback, and key performance indicators (KPIs) to iterate and improve results.

• Develop automated workflows to nurture leads and drive conversions, ensuring smooth handoffs between acquisition and retention phases.

• Work to reduce friction points in the customer journey by enhancing onboarding experiences and providing timely and relevant messaging at key touchpoints.

• Implement win-back strategies for dormant customers to reactivate their interest and engagement with the brand.

• Leverage customer data, CRM tools, and analytics platforms to monitor lifecycle metrics, identify trends, and provide actionable insights.

• Develop regular performance reports on key lifecycle metrics, including customer retention rates, engagement levels, churn rates, and CLV.

• Provide recommendations for new lifecycle initiatives based on data insights and customer feedback.
  

Qualifications:

• 5+ years of experience in lifecycle marketing, ideally in a DTC or tech-driven environment.

• You’ve done it before, at scale. You have some hard-won lessons from the industry, and bring a deep understanding of performance marketing

• Experience working with CRM tools (e.g., Klaviyo, HubSpot, Salesforce Marketing Cloud, Braze, etc.) and analytics platforms (e.g., Google Analytics, Tableau, etc.).

• You are passionate about improving the Canadian healthcare experience and have a personal connection to the space

Why work at Phoenix?

• Impact & autonomy. You’ll work directly with our founders who understand the ups-and-downs of the business and you'll have a real opportunity to shape the future at Phoenix

• Rewarding Mission. We're delivering the best healthcare experience to Canadians across the country

• Collaborative Culture. We are a small elite team in Downtown Toronto. We love the tight feedback loop of working together in the office. If you've missed that in-person office experience, and love sharing strongly held opinions of the best lunch spot nearby, this is the role for you

Phoenix is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Phoenix will provide accommodations to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.

Thank you for your interest in joining the Phoenix team! While we are lucky to attract a high level of interest in each of our roles, only candidates selected for an interview will be contacted.