Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Senior CRM Manager driving Dermalogica’s DTC retention and lifecycle marketing across Email, SMS and Push. Supporting B2B/PRO engagement for a global professional skincare brand.
Responsibilities
- Own the DTC customer lifecycle and retention strategy from first purchase through repeat purchase, loyalty and reactivation
- Develop and manage the CRM calendar across Email, SMS and Push
- Identify opportunities to improve retention, purchase frequency, second-purchase conversion and LTV
- Develop sophisticated lifecycle journeys including welcome, post-purchase, replenishment, cross-sell, win-back and churn prevention
- Build targeted customer segments using LTV, purchase behavior, engagement, product affinity and lifecycle stage
- Own a structured test-and-learn roadmap across creative, messaging, audiences, personalization, cadence and send times
- Turn test results and customer insights into actionable recommendations and future strategy
- Own CRM reporting and performance analysis across campaigns, flows and customer cohorts
- Leverage Klaviyo, Shopify, GA4 and RetentionX to identify opportunities and measure business impact
- Track and optimize retention, repeat purchase, returning customer revenue, LTV and CRM revenue
- Explore AI and predictive tools to improve segmentation, personalization and marketing efficiency
- Develop and execute targeted B2B CRM campaigns and flows
- Partner with the PRO Marketing team to support professional client engagement, retention and reactivation
- Apply relevant DTC CRM best practices to the B2B/PRO customer journey
- Serve as the CRM subject matter expert and key business owner for Klaviyo
- Partner with Ecommerce, Marketing, Creative, PRO and Analytics teams to deliver a cohesive customer experience
- Ensure effective use of Shopify, Klaviyo, GA4, RetentionX and other CRM technologies
- Stay ahead of emerging CRM, personalization and AI capabilities
Requirements
- 5-7 years of CRM, retention or lifecycle marketing experience, ideally in DTC/ecommerce, beauty or premium consumer goods
- Proven experience owning CRM strategy while remaining highly hands-on with executions
- Expert-level Klaviyo and Shopify experience
- Strong knowledge of GA4 and RetentionX or similar LTV platforms
- Strong understanding of segmentation, personalization, customer lifecycle strategy and retention analytics
- Demonstrated success improving retention, repeat purchase, LTV or returning customer revenue
- Experience developing and managing A/B testing and optimization programs
- Strong analytical, project management and cross-functional collaboration skills
- B2B CRM experience is an asset
- Experience with WhatsApp or emerging CRM channels is an asset
- Comfortable leveraging AI tools for analysis, personalization, content and workflow automation
Benefits
- Monthly product allocation
- Company-provided laptop
- RRSP matching
- Comprehensive health, vision, and dental coverage
- Maternity/paternity top-up & fertility benefit
- Paid time off and personal days
- Fitness subsidy
- Mental health support tools
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