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Manager, Lifecycle Strategy
4 months ago
**Department**: Commercial - Digital Commerce
**Reports to**: Manager, CRM
**Location**:North Vancouver, B.C. or Remote
**Your Opportunity at ARC’TERYX**
As a Manager, Lifecycle Strategy you will develop and implement the strategy for the lifecycle marketing program, ranging from acquisition to retention to post-purchase with a focus on instilling loyalty within our growing customer base. You will lead a team in designing customer journeys, researching/implementing program improvements, and executing campaigns in support of the digital commerce objectives.
This role can be hired remote. Business operations occur on PST time zone.
**Meet Your Future Team**:
The CRM team uses a customer-led strategy to build meaningful relationships with our guests. We recognize that different approaches work best for different guests at different points in their journey with Arc’teryx. Working closely with many other teams, we are passionate about people and strive to put the customer at the center of every decision we make.
**If you were the Manager, Lifecycle Strategy now, here are some of the core activities you would be doing**:
- Overseeing the development of strategic initiatives for each stage of the customer journey, which include onboarding, engagement, and retention
- Leading the CRM personalization strategy to support building 1:1 relationships with our guests
- Implementing new tools, tech, and data architecture to support the continued growth of the CRM program
- Developing and optimizing retention strategies, analyzing findings, presenting recommendations and scaling as necessary
- Identifying Lifecycle KPI’s (churn, rebuy, etc.) to effectively measure the programs performance and drive business requirements
- Analyzing and actioning on data and results to monitor the performance and health of programs and identify areas for improvement
- Recommending new communications and journeys to the Manager, CRM & Lifecycle Marketing Programs and CRM team supported by data predictive modelling
**Here are some of the things you could be working on in the future**:
- Leading the development of path-to-purchase, churn, offer propensity, and cluster strategies that reflect an understanding of guest needs and intent
- Partnering with the Digital Commerce team to leverage customer interaction touch points and infuse personal, one-to-one cross-channel programs
- Developing audience and customer segmentation strategies to maximize performance of key clusters and customer lifetime value
**Are you our next Manager, Lifecycle Strategy?**:
- You have a Bachelor’s degree in business, marketing, or communications or a related field
- You have 4+ years’ experience in lifecycle marketing, CRM, or retention marketing
- You have an understanding of Salesforce tools including Marketing Could, CDP, and MCP
- You have a demonstrated a deep understanding of lifecycle and loyalty marketing programs
- You can work autonomously, while collaborating with others during daily meetings and standups
- You are able to effectively manage projects, including management of schedules, asset delivery, changes to scope, and resources
- You have experience in acquiring, segmenting, targeting, and retaining customers using data-driven user insights
- You have a deep understanding of lifecycle KPI’s and are experienced in effectively managing and reporting on them
- You have experience with Salesforce Marketing Cloud, Interaction Studio, and CDP
- You are always thinking in the shoes of the customer / consumer
- You are innovative and creative, with a logical and methodical approach to problem solving
- You are a strong communicator who can work with cross functional teams from other channels of the business
- You remain highly flexible and adaptable when faced with ambiguity
- You effectively balance autonomy and collaboration
- You inspire breakthrough thinking and continuous improvement
- You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
- Your passion for your work is paralleled by your passion for getting outside and living it
- You are results-driven and have a passion for pursuing audacious goals
**Equal Opportunity**
Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.
Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.
All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.
**Design your Purpose. Live our Values.**
- DISRUPTIVE EVOL
