Associate Director, Customer Lifecycle

Winnipeg, MB
Permanent
Full-time

1 month ago

Ready for a challenge?Born in the Prairies, now part of a worldwide network, Skip is a Tech company with an entrepreneurial spirit and the drive to be the best. We're a people-first, collaborative company with a fun, dynamic and innovative environment. Our vision is to empower everyday convenience. Our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.About This roleThe Associate Director, Customer Lifecycle will shape and execute Skip’s overarching customer lifecycle strategy — ensuring every touchpoint, from priority segment acquisition to retention and win back tactics are executed by delivering a strategic framework to drive new customer growth, advise and oversee the build of custom journeys, deliver targeted challenges to increase order volume, and convert Skip customers to Skip+ members at scale to support the growth in monthly active customers. The Associate Director, Customer Lifecycle will oversee a teamThis role will oversee and direct Skip’s annual voucher spend, driving growth by delivering competitive cost per incremental orders, supporting partner contractual and business objectives with a dedicated focus on high value customer growth and retention and building and optimizing relevant and personalized customer journeys.Working cross-functionally, the Associate Director will collaborate with finance, business insights, customer care, product, and, business and partner marketing teams to deliver the best cross functional plan to hit business objectives and deliver optimized customer experienceLocation: Hybrid- 3 days a week from our Winnipeg office & 2 days working from homeReporting to: head of Engagement & Value PropositionThese are some of the key components to the position:Customer Lifecycle Strategy

Develop and continuously refine a holistic Customer Lifecycle Strategy that clearly demonstrates why customers should choose Skip — delivering value to the customer and the business
Focused approach to promote new customer growth against priority acquisition segments through partnerships and marketing
Translate customer insights, competitive intelligence, and business performance data into actionable strategies that drive differentiation and loyalty
Convert customers into Skip+ members

Oversee total voucher spend to drive OV

Lead strategy and oversee team in the execution of total voucher spend including all customer journey incentives, customer engagement (challenges) incentives, Skip+ incremental challenge support for members, support to deliver premium partner benefits and challenge delivery,
Report on incrementality, cost per action, lift against control and other key business metrics
Partner with analytics, finance, martech and eCRM teams to deliver best in class programs.
Define and implement customer engagement strategies that leverage data based decision making to highlight the right restaurants, offers, and experiences to enhance customer satisfaction and loyalty.

Cross-Functional & Team Leadership

Lead, mentor, and inspire a team of Lifecycle Marketing Manager(s) and Specialists. Set clear objectives, provide guidance, focus the team to deliver on core objectives and nurture their professional growth.
Collaborate with Marketing, Partner, Product Care, Finance and Analytics teams to ensure all elements of Skip’s customer experience ladder up to the Customer Lifecycle strategy.
Align lifecycle programs, promotions, and customer lifecycle experiences with Skip’s strategic positioning.

Performance & Insights

Develop KPIs and dashboards to measure customer engagement, cost per incremental order and program ROI.
Use insights to recommend ongoing improvements.

What will you bring to the team?

Bachelor’s degree in Business, Marketing, Economics, or related field; MBA or advanced degree preferred.
7–10 years of progressive experience in marketplace, consumer technology, pricing strategy, or growth marketing.
Proven success designing and implementing customer-centric lifecycle marketing strategies within fast-paced, data-driven environments.
Strong analytical and financial modeling skills, with the ability to synthesize data into actionable strategy.
Exceptional cross-functional leadership and communication skills; able to influence across Marketing, Partner, Product, and Analytics teams.
Strategic mindset balanced with executional excellence and bias for action.

Core Competencies:

Customer Obsessed: Keeps the customer at the centre of decision-making.
Data-Driven & Commercial: Uses insights to balance growth, loyalty, and profitability.
Collaborative Leader: Builds strong alignment across cross-functional teams.
Innovative Thinker: Challenges the status quo to create simple, differentiated experiences.
Operational Executor: Turns strategic intent into measurable marketplace impact.

Why work at SKIP?SKIP is the kind of workplace that garnered a “Top Places to Work in Manitoba” and it was no small coincidence. We set out to make this a place our employees are proud to tell their Mothers, Fathers, friends and anyone who will listen that they work here. SKIP team members feel pride knowing their input and uniqueness are not only embraced but make an impact on a major Canadian company and its satisfied customers. As the company grows, so do you — you meet and surpass new challenges every day.That’s just a small taste of what it’s like to work at one of Canada’s leading tech companies. If you’re hungry for opportunity, growth, and something meaningful in a dynamic, fun and challenging environment, we’d love to hear from you.SKIP is proud to be an Equal Opportunity employer. We are committed to fostering a diverse and inclusive environment where all employees feel they truly belong and where everyone is included, seen, heard and respected.In keeping with our values, all applicants will receive consideration for employment regardless of: gender identity or expression, sexual orientation, race, ancestry, national origin, religion, age, marital/domestic partner status, (dis)ability, neurodivergence, or any other characteristic protected by law. Should you require any accommodations throughout the hiring process, we encourage you to reach out to your talent acquisition specialist.Note: All employees will be asked to sign a Consent for Disclosure of Personal Information in order to complete a background check. Job offers will be conditional upon results that the Company determines to be satisfactory.#LI-OF1

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