Senior Manager, Customer Lifecycle Marketing

Tuesday, August 13, 2024

Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade.

(this is a 9 months contract position)

What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Competitive compensation
• Hybrid and flexible work arrangements
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Senior Manager, Customer Lifecycle Marketing. Could It Be You?

The Senior Manager, Lifecycle Marketing - also known as Marketing Engagement Strategy within Questrade - is a pivotal role responsible for developing and executing a comprehensive communication strategy that effectively engages, informs, and nurtures relationships for Questrade’s investment products and services. This role requires a strategic thinker with a deep understanding of customer behavior, communication channels, and data-driven decision-making.

What’s it like working as a Senior Manager, Customer Lifecycle Marketing at Questrade?

Reporting to the Director, Marketing Strategy you will play a key role in translating Questrade’s investing roadmaps and revenue goals into go-to-market engagement strategies. The Marketing Strategy team partners with our product teams and marketing specialists to design best-in-class marketing strategies that drive customer value and loyalty.

In this highly cross-functional and strategic role you will need to build relationships with a variety of stakeholders and work with these partners to design best-in-class engagement strategies that drive customer value and loyalty. Your work will help educate, engage, and empower our prospects and customers to understand our products and new customer demand.

Our team’s success will be measured by:

• Positive P&L by product and business line performance
• Increased revenue
• Increase in defined customer engagement metrics and acquisition targets
• Customer feedback and survey data
• Responsible for the strategic planning and overseeing the execution of lifecycle engagement campaigns to increase customer loyalty, advocacy, and lifetime value across our multi-channel marketing hub (MMH), including email, SMS, platform, customer journeys, and triggers.
• Develop the long-term customer and program strategies by analyzing market trends, competitor activity and industry reports to make informed decisions that drive growth and profitability
• Define goals, target audiences, messaging and testing frameworks, and key performance indicators (KPIs) for various customer segments and channels to drive personalization with 1:1 communications based on customer behaviour to help them along their own unique journeys at Questrade
• Collaborate cross-functionally with Marketing Science, Marketing Enablement, Customer Sales and Service, Technology & Marketing teams to develop meaningful behaviour-based triggers that improve the customer experience with timely in moment communications which deliver positive results
• Leverage data and analytics to measure the impact of communication efforts and make data-driven decisions to improve results and marketing effectiveness.
• Manage the engagement marketing budget, ensuring efficient allocation of resources by suggesting opportunities to maximize ROI.
• Oversee the briefing and delivery of high-quality, engaging content consistent with our brand voice across multiple channels.
• Foster effective communication with stakeholders, provide regular updates on campaign performance, and seek feedback.
• Lead, mentor, and develop the engagement team to achieve high performance and foster a collaborative and creative work environment that encourages innovation and continuous improvement.

So are YOU our next Senior Manager, Customer Lifecycle Marketing? You are, if you have…

• At least 10 years of relevant CRM, CBM or lifecycle marketing experience with a proven track record in developing and executing scalable campaigns that drive customer engagement, loyalty, and exceed business result with a strong understanding of various marketing channels
• In-depth knowledge and experience with CRM principles, best practices, and tools to drive success
• Ambition and humility. You don't accept the status quo simply because "it's what we've always done." You push for better, newer, and more innovative ways to do things—all while staying humble.
• Ability to identify actionable insights. You understand the importance of and have experience making data-driven decisions.
• Ability to collaborate and listen. You value relationship building, are confident in asking others how to help clear roadblocks, and a genuine want to understand the opinions of others in order to incorporate it into strategies.
• Ability to adapt. You are adaptable and can manage complex projects simultaneously, with a keen eye for prioritization.
• Ability to communicate effectively. You have advanced written and verbal communication and interpersonal skills and are comfortable presenting work to stakeholders and audiences of various levels.
• A solid understanding of how to build trust and influence cross-functional stakeholders across the organization.
• Excellent organization skills and strong attention to detail.
• Keen interest in or experience in the financial services and/or investment industry. Investment industry experience is an asset.
• A Bachelor's degree in business, marketing, communications, or related field preferred
• Experience working with Google Gsuite (Docs, Sheets, Slides, Drive) is an asset
• Experience working with analytics and reporting dashboards to uncover marketing insights

#LI-MB1 #LI-Hybrid

Sounds like you? Click below to apply

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

• 5700 Yonge St, North York, ON M2M 4K2, Canada