Manager - Customer Engagement & Lifecycle
About the role
Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.
A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.
If you are ready to become one of our Experts, we would love to hear from you.
Role: Manager - Customer Engagement & Lifecycle
Department: Customer Base Management
Status: Full-time, Permanent
Location: Markham
Reports to: Senior Manager, Customer Base Management
Compensation: $74,817 - $118,211
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Role 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.
This role is responsible for executing lifecycle and engagement campaigns in alignment with the national customer contact strategy, governance principles, and priorities defined by the Senior Manager, Customer Engagement & Lifecycle.
- You will harness unique and valuable customer insights to tailor communications that resonate deeply with target audiences. By aligning with agency partners and internal teams, including Product and Contact Centres, you will execute integrated communications programs that support cross selling, retention, and loyalty objectives established at the lifecycle strategy level.
- Your focus will span the breadth of our Home Services portfolio, encompassing lines of business such as HVAC, Water Heater, Water Purification, and Maintenance and Protection Plans.
This is an individual contributor role that plays a critical part in enabling and operationalizing customer lifecycle strategy through high quality execution, insight led optimization, and cross functional collaboration.
What You’ll Do:
- Partner with Marketing, Product, Customer Experience, Digital, Analytics, Legal, Sales, Channel, and Contact Centre teams, as well as agency and vendor partners, to deliver consistent, high quality, multi channel customer communications.
- Execute customer lifecycle, engagement, entitlement, and cross sell campaigns in alignment with the national customer contact strategy, governance standards, and integrated campaign calendar defined by the Senior Manager, Customer Engagement & Lifecycle.
- Manage day to day execution of assigned campaigns and portfolios within the integrated campaign calendar, proactively identifying risks, overlaps, dependencies, and optimization opportunities, and escalating where appropriate.
- Utilize research and analytics to derive customer insights, inform campaign development, and continuously optimize performance through testing, learning, and iteration, including A/B testing.
- Foster robust relationships with external vendors and agencies, such as advertising, copywriting, and digital partners, to collaboratively develop and implement integrated marketing campaigns.
- Conduct post campaign analysis, ROI assessments, and post mortems, sharing learnings and recommendations to inform future planning, best practices, and performance improvement.
- Monitor and manage campaign budgets, working alongside the Accounting team to process vendor invoices.
Who You Are
- 5+ years of experience in marketing communications, customer lifecycle marketing, or customer engagement roles, with hands on responsibility for campaign execution and optimization.
- Strong understanding of end to end marketing communications, including strategy interpretation, planning, execution, and measurement within integrated, multi channel campaigns.
- Data driven and analytically minded, with the ability to translate insights into clear actions and continuous performance improvement (experience with A/B testing and ROI analysis preferred).
- Proven ability to collaborate and influence effectively across cross functional teams and manage agency and vendor partners to deliver high quality outcomes.
- Highly effective written and verbal communicator, with experience delivering clear project briefings, recommendations, and performance updates.
- Organized, adaptable, and comfortable managing multiple priorities in a fast paced, evolving environment, with strong attention to detail and follow through.
- Experience with Salesforce Marketing Cloud is an asset.
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.
Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
Not the right fit? Search for Manager jobs in Markham, ON
About Enercare Inc.
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 take pride in continually striving to make a positive impact in the communities we operate in.
Enercare is a company that believes strongly in the health, safety and wellness of our people. It’s a place where careers are made. A place where people care about the communities we operate in, and who are inspired everyday by our purpose. 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.
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Manager - Customer Engagement & Lifecycle
About the role
Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.
A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.
If you are ready to become one of our Experts, we would love to hear from you.
Role: Manager - Customer Engagement & Lifecycle
Department: Customer Base Management
Status: Full-time, Permanent
Location: Markham
Reports to: Senior Manager, Customer Base Management
Compensation: $74,817 - $118,211
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.
Role 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.
This role is responsible for executing lifecycle and engagement campaigns in alignment with the national customer contact strategy, governance principles, and priorities defined by the Senior Manager, Customer Engagement & Lifecycle.
- You will harness unique and valuable customer insights to tailor communications that resonate deeply with target audiences. By aligning with agency partners and internal teams, including Product and Contact Centres, you will execute integrated communications programs that support cross selling, retention, and loyalty objectives established at the lifecycle strategy level.
- Your focus will span the breadth of our Home Services portfolio, encompassing lines of business such as HVAC, Water Heater, Water Purification, and Maintenance and Protection Plans.
This is an individual contributor role that plays a critical part in enabling and operationalizing customer lifecycle strategy through high quality execution, insight led optimization, and cross functional collaboration.
What You’ll Do:
- Partner with Marketing, Product, Customer Experience, Digital, Analytics, Legal, Sales, Channel, and Contact Centre teams, as well as agency and vendor partners, to deliver consistent, high quality, multi channel customer communications.
- Execute customer lifecycle, engagement, entitlement, and cross sell campaigns in alignment with the national customer contact strategy, governance standards, and integrated campaign calendar defined by the Senior Manager, Customer Engagement & Lifecycle.
- Manage day to day execution of assigned campaigns and portfolios within the integrated campaign calendar, proactively identifying risks, overlaps, dependencies, and optimization opportunities, and escalating where appropriate.
- Utilize research and analytics to derive customer insights, inform campaign development, and continuously optimize performance through testing, learning, and iteration, including A/B testing.
- Foster robust relationships with external vendors and agencies, such as advertising, copywriting, and digital partners, to collaboratively develop and implement integrated marketing campaigns.
- Conduct post campaign analysis, ROI assessments, and post mortems, sharing learnings and recommendations to inform future planning, best practices, and performance improvement.
- Monitor and manage campaign budgets, working alongside the Accounting team to process vendor invoices.
Who You Are
- 5+ years of experience in marketing communications, customer lifecycle marketing, or customer engagement roles, with hands on responsibility for campaign execution and optimization.
- Strong understanding of end to end marketing communications, including strategy interpretation, planning, execution, and measurement within integrated, multi channel campaigns.
- Data driven and analytically minded, with the ability to translate insights into clear actions and continuous performance improvement (experience with A/B testing and ROI analysis preferred).
- Proven ability to collaborate and influence effectively across cross functional teams and manage agency and vendor partners to deliver high quality outcomes.
- Highly effective written and verbal communicator, with experience delivering clear project briefings, recommendations, and performance updates.
- Organized, adaptable, and comfortable managing multiple priorities in a fast paced, evolving environment, with strong attention to detail and follow through.
- Experience with Salesforce Marketing Cloud is an asset.
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.
Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
Not the right fit? Search for Manager jobs in Markham, ON
About Enercare Inc.
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 take pride in continually striving to make a positive impact in the communities we operate in.
Enercare is a company that believes strongly in the health, safety and wellness of our people. It’s a place where careers are made. A place where people care about the communities we operate in, and who are inspired everyday by our purpose. 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.