Top Benefits
About the role
At Sleep Country Canada/Dormez-vous? (SCC/DV), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight’s.
Guided by our values – We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence – we are building on our 30-year foundation of taking care of each other and our customers’ sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada’s leading sleep partner.
We’re looking for someone to join our exceptional team as we continue to advance the future of sleep wellness.
Description D'emploi
We are looking for a Manager, Customer Lifecycle who will be responsible for designing, implementing, and optimizing customer engagement strategies across various stages of the customer journey, from onboarding to renewal. This role is critical in delivering a seamless experience that drives adoption, retention, expansion, and customer satisfaction.
In This Role You Will
Design and execute promotional and lifecycle-based email campaigns, in-product messages, and other customer engagement initiatives Collaborate cross functionally with Marketing, Merchandising, and Customer Experience teams to deliver consistent, personalized communications. Optimize onboarding, activation, and retention processes to improve time-to-value and reduce churn. Analyze and segment the customer base to develop tailored lifecycle strategies across onboarding, activation, retention, etc. Maintain existing and implement new customer engagement platforms including Email, SMS, CDP, WhatsApp and other related tools. Leverage integrations between ESP and CDP to power email and sms communications. Collaborate with the technical teams and technical account manager to troubleshoot data discrepancies. Use customer data and behavioral analytics to identify patterns, forecast risks, and measure the impact of lifecycle programs. Provide insights and recommendations to drive decision-making and continuous improvement. Identify advocates and loyal users to foster referrals and testimonials. Identify upsell and cross-sell opportunities during key lifecycle moments. Manage a daily, weekly, and monthly analytics dashboard on channel performance through Data Studio. Translate customer feedback into actionable insights for product and service improvement. Identify key customer touchpoints and pain points across the journey. Leverage AI and predictive analytics to drive operational efficiency internally, including identifying new opportunities to build or integrate AI agents into the campaign execution process.
The Qualifications And Experience We Like To See
University Degree or College Diploma in Business, Marketing or related field. At least 4-6 years of experience in customer success, lifecycle marketing, CRM, CDP or related discipline. Strong analytical, verbal and written communication skills Hands-On or Demonstrated experience using ESPs such as Klaviyo, ActiveCampaign, Braze, Customer.io or similar Experience managing Customer Data Platforms (CDP)s such as Simon Data or similar Proven experience in scaling lifecycle and loyalty programs in B2C or e-commerce environments Knowledge in using project management tools such as Monday, Jira, Asana, ClickUp or similar as well as analytical tools such as Data Studio, Google Analytics Experience with design tools such as Figma, Canva - including asset management platforms (Adobe Experience Manager) Familiarity or Experience in using other tools such as Bazaarvoice, Digioh, Validity & BriteVerify, Dynamic Yield Experience in retail is a definite asset Proficiency in English (written and spoken) - French is an asset
The knowledge of English is required for this specific position as the incumbent will interact on a consistent and regular basis with English-speaking stakeholders located outside of Quebec.
Why members of our Corporate team love working at Sleep Country Canada/Dormez-vous?:
This is not a job but a CAREER with opportunities for growth and advancement Diverse and inclusive work environment We will invest in you and provide extensive training, mentoring and continuous development Access to training and development platforms Full medical, dental benefits and a Deferred Profit Sharing Program Annual Wellness Credit of up to $250.00 for any products/services that improve your health and well-being, i.e., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment! Associate Discount Program where you will be able to enjoy some of the world’s best sleep products Maternity/Parental leave top up benefits Tuition Reimbursement Program that covers professional AND personal development Long service awards, celebrations and other social events Associate Referral Program Paid day off to volunteer at your local charity of choice
Additional Information
This is a current open position.
Our recruitment process incorporates various screening technologies, which may include AI, to screen for employability or suitability. Human recruiters review all applications.
Inclusion & Belonging
We are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability. Upon request, accommodations are available during all stages of the recruitment process.
Not the right fit? Search for Manager, Customer Lifecycle jobs in Montreal, Quebec, Canada
About Dormez-Vous
At Dormez-vous?/Sleep Country Canada (DV/SCC), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight’s.
Guided by our values – We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence – we are building on our 28-year foundation of taking care of each other and our customers’ sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada’s leading sleep partner.
Sleep Country Canada operates under the retailer banners; Sleep Country, Dormez-vous, Endy, Hush and most recently acquired, Silk & Snow. The Company has omnichannel and ecommerce operations including 297 corporate-owned stores and 20 distribution centers warehouses across Canada. Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital, Sleep Country is committed to building a company culture of inclusion and diversity where differences are embraced and valued. The Company actively invests in its sleep ecosystem, innovative products, world-class customer experience, communities and its people.
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Top Benefits
About the role
At Sleep Country Canada/Dormez-vous? (SCC/DV), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight’s.
Guided by our values – We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence – we are building on our 30-year foundation of taking care of each other and our customers’ sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada’s leading sleep partner.
We’re looking for someone to join our exceptional team as we continue to advance the future of sleep wellness.
Description D'emploi
We are looking for a Manager, Customer Lifecycle who will be responsible for designing, implementing, and optimizing customer engagement strategies across various stages of the customer journey, from onboarding to renewal. This role is critical in delivering a seamless experience that drives adoption, retention, expansion, and customer satisfaction.
In This Role You Will
Design and execute promotional and lifecycle-based email campaigns, in-product messages, and other customer engagement initiatives Collaborate cross functionally with Marketing, Merchandising, and Customer Experience teams to deliver consistent, personalized communications. Optimize onboarding, activation, and retention processes to improve time-to-value and reduce churn. Analyze and segment the customer base to develop tailored lifecycle strategies across onboarding, activation, retention, etc. Maintain existing and implement new customer engagement platforms including Email, SMS, CDP, WhatsApp and other related tools. Leverage integrations between ESP and CDP to power email and sms communications. Collaborate with the technical teams and technical account manager to troubleshoot data discrepancies. Use customer data and behavioral analytics to identify patterns, forecast risks, and measure the impact of lifecycle programs. Provide insights and recommendations to drive decision-making and continuous improvement. Identify advocates and loyal users to foster referrals and testimonials. Identify upsell and cross-sell opportunities during key lifecycle moments. Manage a daily, weekly, and monthly analytics dashboard on channel performance through Data Studio. Translate customer feedback into actionable insights for product and service improvement. Identify key customer touchpoints and pain points across the journey. Leverage AI and predictive analytics to drive operational efficiency internally, including identifying new opportunities to build or integrate AI agents into the campaign execution process.
The Qualifications And Experience We Like To See
University Degree or College Diploma in Business, Marketing or related field. At least 4-6 years of experience in customer success, lifecycle marketing, CRM, CDP or related discipline. Strong analytical, verbal and written communication skills Hands-On or Demonstrated experience using ESPs such as Klaviyo, ActiveCampaign, Braze, Customer.io or similar Experience managing Customer Data Platforms (CDP)s such as Simon Data or similar Proven experience in scaling lifecycle and loyalty programs in B2C or e-commerce environments Knowledge in using project management tools such as Monday, Jira, Asana, ClickUp or similar as well as analytical tools such as Data Studio, Google Analytics Experience with design tools such as Figma, Canva - including asset management platforms (Adobe Experience Manager) Familiarity or Experience in using other tools such as Bazaarvoice, Digioh, Validity & BriteVerify, Dynamic Yield Experience in retail is a definite asset Proficiency in English (written and spoken) - French is an asset
The knowledge of English is required for this specific position as the incumbent will interact on a consistent and regular basis with English-speaking stakeholders located outside of Quebec.
Why members of our Corporate team love working at Sleep Country Canada/Dormez-vous?:
This is not a job but a CAREER with opportunities for growth and advancement Diverse and inclusive work environment We will invest in you and provide extensive training, mentoring and continuous development Access to training and development platforms Full medical, dental benefits and a Deferred Profit Sharing Program Annual Wellness Credit of up to $250.00 for any products/services that improve your health and well-being, i.e., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment! Associate Discount Program where you will be able to enjoy some of the world’s best sleep products Maternity/Parental leave top up benefits Tuition Reimbursement Program that covers professional AND personal development Long service awards, celebrations and other social events Associate Referral Program Paid day off to volunteer at your local charity of choice
Additional Information
This is a current open position.
Our recruitment process incorporates various screening technologies, which may include AI, to screen for employability or suitability. Human recruiters review all applications.
Inclusion & Belonging
We are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability. Upon request, accommodations are available during all stages of the recruitment process.
Not the right fit? Search for Manager, Customer Lifecycle jobs in Montreal, Quebec, Canada
About Dormez-Vous
At Dormez-vous?/Sleep Country Canada (DV/SCC), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight’s.
Guided by our values – We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence – we are building on our 28-year foundation of taking care of each other and our customers’ sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada’s leading sleep partner.
Sleep Country Canada operates under the retailer banners; Sleep Country, Dormez-vous, Endy, Hush and most recently acquired, Silk & Snow. The Company has omnichannel and ecommerce operations including 297 corporate-owned stores and 20 distribution centers warehouses across Canada. Recognized as one of Canada’s Most Admired Corporate Cultures in 2022 by Waterstone Human Capital, Sleep Country is committed to building a company culture of inclusion and diversity where differences are embraced and valued. The Company actively invests in its sleep ecosystem, innovative products, world-class customer experience, communities and its people.