Sr. Marketing Manager – Customer Retention & Enablement
Are you ready to lead innovative customer retention strategies that make a measurable impact? Apply Now!
Working with one of our top financial clients, this role calls for a Senior Manager, Customer Retention and Engagement. This pivotal position is designed for strategy-driven professionals who have owned customer retention initiatives and possess a deep understanding of lifecycle management. The role involves developing and executing a comprehensive, enterprise-wide retention strategy aimed at significantly reducing customer attrition, fostering stronger engagement, and scaling retention behaviors across the organization.
Pay rate range (CAD): $57.97 – $69.57/hr
Responsibilities
- Own and manage the end-to-end Customer Retention Strategy, establishing clear priorities, sequencing, and measurable objectives.
- Lead cross-functional execution, translating strategic goals into tangible initiatives, campaigns, and system enhancements in collaboration with analytics, marketing, product, and technology teams.
- Design and evolve the enterprise customer retention operating model, defining roles, decision rights, governance structures, and prioritization frameworks to ensure consistent, scalable execution.
- Proactively identify potential drivers of customer attrition and at-risk segments; develop targeted strategies, campaigns, and tools supported by data-driven insights to mitigate churn.
- Develop and maintain a frontline retention playbook, ensuring practical usability, ongoing evolution, and close partnership with regional and branch leaders to embed retention behaviors into daily routines.
- Translate analytics, models, and attrition indicators into actionable frontline triggers, cues, and prioritized interventions.
- Define accountability for integrating attrition insights into frontline systems, prompts, and decision-making processes to optimize customer interactions.
- Identify, scale, and disseminate best practices across regions, enabling rapid deployment of successful retention tactics nationwide.
Desired Skill-Set
- Over 8 years of experience in strategies related to customer retention, lifecycle management, or churn reduction within the financial services or customer-centric industries.
- Proven ability to develop holistic retention strategies and secure leadership buy-in.
- Strong influence skills to drive execution across distributed teams—analytics, marketing, product, and frontline—without direct authority.
- Deep proficiency in using data, models, and insights to prioritize actions and shape frontline behaviors.
- Demonstrated success leading teams, enabling change initiatives, and driving adoption of new tools and processes.
- Excellent communication skills, capable of translating complex concepts into clear, compelling narratives for executive stakeholders.
- Ability to operate effectively at the intersection of strategy, operations, and execution with a bias towards action and continuous refinement.
Nice to Have
- Experience in banking, fintech, or related financial industries.
- Advanced analytical skills with proficiency in PowerPoint and Excel.
- Master’s degree, preferably an MBA.
- Experience influencing and leading change in complex, matrixed organizations.
BeachHead is an equal opportunity agency and employer. We advocate for our candidates and welcome applicants regardless of race, color, religion, national origin, sex, age, or physical or mental disability. BeachHead or our clients may use technology-enabled tools, including automation and artificial intelligence (AI), to support parts of the recruitment process such as resume screening, application management, and candidate matching. These tools assist our recruiters and our clients, and do not replace human decision-making. This job posting represents a current or anticipated vacancy. The position may be filled at any time, and the posting may be removed without notice once the role has been filled.