Marketing Manager – Customer Retention and Engagement
Tagline: Are you ready to lead impactful customer retention strategies? Apply Now!
Working with one of our top financial clients, this role calls for a Marketing Manager – Customer Retention and Engagement. This position is responsible for developing, executing, and optimizing enterprise-wide customer retention initiatives, partnering across analytics, marketing, product, technology, and frontline teams to significantly reduce customer attrition and enhance engagement.
Pay rate range (CAD): $57.97/hr – $69.57/hr
Responsibilities
- Lead the development and implementation of a comprehensive customer retention and engagement strategy, establishing clear priorities and measurable outcomes.
- Translate strategic objectives into actionable campaigns, initiatives, and system changes in collaboration with analytics, marketing, product, technology, and frontline teams.
- Design and refine the customer retention operating model, including roles, governance, decision rights, and prioritization frameworks to ensure consistent execution at scale.
- Identify at-risk customers proactively by leveraging data insights, and develop targeted strategies, campaigns, and tools to mitigate attrition.
- Create and maintain frontline playbooks that embed retention behaviors into daily routines, working closely with regional and branch leadership.
- Convert analytics, models, and insights into frontline triggers, cues, and actions to inform proactive customer engagement.
- Integrate attrition indicators and insights into frontline systems, prompts, and processes, ensuring actionable and timely customer interactions.
- Identify best practices from market successes and facilitate rapid scaling across channels and regions.
Desired Skill-Set
- 8+ years of experience in strategy, growth, or retention roles within financial services or customer-centric industries.
- Demonstrated ability to develop and lead customer retention initiatives with measurable results.
- Strong strategic thinking with experience gaining stakeholder buy-in at senior levels.
- Proven influence across cross-functional teams without direct authority, including analytics, marketing, product, and frontline teams.
- Deep expertise in data-driven decision-making, utilizing models and insights to guide customer interactions.
- Successful track record in leading teams, enabling change, and driving adoption of new tools and processes.
- Excellent communication skills, with the ability to simplify complex concepts and foster alignment.
- Ability to operate effectively at the intersection of strategy, operations, and execution with a bias toward delivery and continuous optimization.
Nice to Have
- Experience in banking, fintech, or similar financial industries.
- Advanced proficiency in PowerPoint and Excel, with strong storytelling skills.
- Master's degree, such as an MBA, is preferred.
- Background in process improvement and change management 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.