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Manager, Customer Base Management

4 months ago

Markham, Canada Enercare Inc. Full time

Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings.


We are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and our ambitions, we embrace change, and support our team members along the way.


Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.


Summary:

The Customer Base Management team is looking to add an additional Manager to our team to spearhead superior customer communications that ignite customer engagement, drive loyalty and present opportunities for upselling Enercare customers. Your will need to harness unique and valuable customer insights to tailor communications that resonate deeply with the target audience. By aligning with agency partners and internal teams, including Product and Contact Centres, you will help orchestrate comprehensive communications campaigns that stimulate cross-selling, bolster customer retention, and drive engagement & loyalty to support our new Experts at Home brand strategy.


Your focus will span the breadth of our Home Services portfolio, which encompasses diverse lines of business such as HVAC, Water Heater, Water Purification, Maintenance and Protection Plans. With the home services industry currently navigating seismic shifts in technology and competition, a fervor for learning, leading, and outperforming is essential.


This is an exceptional opportunity for a customer lifecycle-focused, digitally adept, data-driven, process-enthusiast communications professional seeking to become part of an expanding marketing team.


What You’ll Do:

  • Partner with the Marketing, Product, Customer Experience, Legal, Sales, and Channel teams to deliver consistent and seamless customer base campaigns.
  • Strategize, manage, and influence the execution of marketing communication strategies and programs, ensuring they align with short- and long-term business plans and marketing KPIs.
  • Utilize research and analytics to derive customer insights that will serve as the foundation for campaign development.
  • Design and execute A/B testing processes to improve engagement and conversion rates.
  • Foster robust relationships with external vendors and agencies, such as advertising, copywriting, and digital, to collaboratively develop and implement integrated marketing campaigns.
  • Collaborate closely with team members to construct detailed customer journeys, crafting effective and impactful communications for each step and stage of the journey.
  • Conduct post-mortems, analyze and understand program ROI and benefits, using these insights to continually refine our strategies.
  • Drive customer engagement, including cross-sell and nurture customer loyalty
  • Monitor and manage budget expenditure for all campaigns, working alongside the accounting team to process vendor invoices.
  • Play a key role in constructing annual and quarterly marketing plans.


Who You Are

  • At least 5 years' experience in a marketing communications role leading campaigns or large scaled projects
  • Experience with Salesforce Marketing Cloud a plus
  • Proven excellence in written and verbal communications specifically in delivering project briefings and reports, working in .ppt and managing project communications effectively
  • Solid understanding & experience of the strategy, planning and tactical execution phases of marketing communications and managing integrated marketing campaigns
  • Experience developing and building customer loyalty
  • Experience managing working relationship and project execution/analysis with multiple agencies
  • Ability to collaborate effectively with various stakeholders and build business partnerships
  • Strong analytical skills and the ability to formulate a course of action from results uncovered.
  • Thorough understanding of established and emerging advertising mediums including traditional (broadcast/print/out-of-home), online (paid/earned/owned), social media, partnership & and content marketing
  • Ability to adapt to a demanding, rapidly changing work environment and to handle numerous projects, balance ongoing requests, set priorities and meet tight deadlines
  • Organized with structured processes, maintains attention to detail, and has a positive, results-oriented attitude
  • Ability to think through issues from an end-to-end perspective


Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.