Senior Marketing Manager, Customer Lifecycle (Canada-Remote)

The Role

The Senior Marketing Manager – Customer Lifecycle Programs will play a critical role in driving customer retention and growth. This role is responsible for developing and executing programs that support key stages of the customer lifecycle, including customer advocacy, a new awards program and customer lifecycle programs. By fostering deeper customer relationships, this role will help enhance brand loyalty, increase customer lifetime value, and reinforce the impact of our products and services.

This position requires a strategic, results-driven marketer with a passion for customer engagement, storytelling, and program execution. The ideal candidate will collaborate cross-functionally with sales, executive services and other key stakeholders to ensure an integrated and seamless customer experience.

Key Responsibility Areas

As a Senior Marketing Manager, you will:

Customer Advocacy

• Develop and execute a comprehensive customer advocacy strategy that increases customer engagement and reinforces brand loyalty.
• Build, manage, and scale our customer awards program to recognize and celebrate customer success stories.
• Identify and nurture customer advocates, creating opportunities for them to participate in case studies, testimonials, events, and peer networking initiatives.
• Work closely with sales and executive services teams to identify high-value customers for advocacy opportunities.
• Develop strategies to encourage customer referrals and peer recommendations, aligning with overall growth objectives.

Customer Lifecycle

• Develop and implement customer lifecycle initiatives such as customer growth and onboarding initiatives that encourage product adoption, deepen engagement, and drive expansion within existing accounts.
• Work closely with sales and executive service teams to align lifecycle initiatives with business goals.
• Track and analyze key performance metrics, using insights to refine strategies and maximize program effectiveness.

Competencies/Key Selection Criteria

* Education & Experience:

• BS/MS degree in marketing, communications, or a related field.

• 7-10 years of experience in B2B marketing, customer engagement, or advocacy roles.

• Experience managing customer lifecycle programs such as customer onboarding, advocacy, growth programs, or customer awards programs.

• Skills & Abilities:

• Strong ability to build and nurture customer relationships, with a passion for amplifying customer success.

• Proven experience in developing and executing integrated marketing campaigns.

• Ability to manage and prioritize multiple initiatives while collaborating with various stakeholders.

• Strong storytelling and content creation skills, with experience in developing case studies and testimonials.

• Excellent written and oral communication skills.

• Analytical mindset with the ability to measure program success and iterate based on data insights.

• Familiarity with CRM and marketing automation tools (Salesforce, HubSpot, Marketo, or similar)

• Creative problem-solving skills, with the ability to think outside the box and drive innovative marketing strategies.

• Exceptional organizational skills with a keen ability to manage competing deadlines and complex projects while staying focused on key objectives.

• Ability to adapt quickly to changing priorities and thrive in a dynamic, high-energy work environment.

ITRG is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, or any other legally protected factors. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process