Senior Manager, Customer Retention and Engagement - JP704

Position Title: Senior Manager, Customer Retention and Engagement

Line of Business: Customer Growth

Duration: 2 years (Possibility of Extension)

Location: Downtown Toronto - Hybrid 3 days in office Tuesday, Thursday and Friday

This role is best suited for candidates with a strategy background and those who have previously owned a customer retention mandate, not solely marketing or campaign execution.

Reporting to the Director of Customer Growth this role is accountable for materially reducing customer attrition by developing and executing a clear, enterprise-wide retention strategy. The role owns the end-to-end customer retention agenda—from strategy evolution through adoption, measurement, and continuous improvement—partnering across analytics, marketing, product, technology, and frontline leaders. Success is defined by measurable reductions in attrition, stronger customer and frontline engagement, and consistent application of retention behaviours at...