Manager, Customer Base Management

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be.  With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces.  We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers. 

Come and join one of North America's largest home and commercial services and energy solutions companies!   We offer comprehensive benefits, a DC Pension Plan and savings match plan.  If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.   

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work!

Role: Manager, Customer Base Management

Status: Regular, Full-Time

Department: Marketing Communications

Location: Hybrid – Markham

Summary:

The Customer Base Management team is looking to add an additional Manager to our team to spearhead superior customer communications that ignite customer engagement, drive loyalty and present opportunities for upselling Enercare customers. Your will need to harness unique and valuable customer insights to tailor communications that resonate deeply with the target audience. By aligning with agency partners and internal teams, including Product and Contact Centres, you will help orchestrate comprehensive communications campaigns that stimulate cross-selling, bolster customer retention, and drive engagement & loyalty to support our new Experts at Home brand strategy.

Your focus will span the breadth of our Home Services portfolio, which encompasses diverse lines of business such as HVAC, Water Heater, Water Purification, Maintenance and Protection Plans. With the home services industry currently navigating seismic shifts in technology and competition, a fervor for learning, leading, and outperforming is essential.

This is an exceptional opportunity for a customer lifecycle-focused, digitally adept, data-driven, process-enthusiast communications professional seeking to become part of an expanding marketing team. 

What You’ll Do:

• Partner with the Marketing, Product, Customer Experience, Legal, Sales, and Channel teams to deliver consistent and seamless customer base campaigns.
• Strategize, manage, and influence the execution of marketing communication strategies and programs, ensuring they align with short- and long-term business plans and marketing KPIs.
• Utilize research and analytics to derive customer insights that will serve as the foundation for campaign development.
• Design and execute A/B testing processes to improve engagement and conversion rates.
• Foster robust relationships with external vendors and agencies, such as advertising, copywriting, and digital, to collaboratively develop and implement integrated marketing campaigns.
• Collaborate closely with team members to construct detailed customer journeys, crafting effective and impactful communications for each step and stage of the journey.
• Conduct post-mortems, analyze and understand program ROI and benefits, using these insights to continually refine our strategies.
• Drive customer engagement, including cross-sell and nurture customer loyalty
• Monitor and manage budget expenditure for all campaigns, working alongside the accounting team to process vendor invoices.
• Play a key role in constructing annual and quarterly marketing plans.

Who You Are

• At least 5 years' experience in a marketing communications role leading campaigns or large scaled projects
• Experience with Salesforce Marketing Cloud a plus
• Proven excellence in written and verbal communications specifically in delivering project briefings and reports, working in .ppt and managing project communications effectively
• Solid understanding & experience of the strategy, planning and tactical execution phases of marketing communications and managing integrated marketing campaigns
• Experience developing and building customer loyalty
• Experience managing working relationship and project execution/analysis with multiple agencies
• Ability to collaborate effectively with various stakeholders and build business partnerships
• Strong analytical skills and the ability to formulate a course of action from results uncovered.
• Thorough understanding of established and emerging advertising mediums including traditional (broadcast/print/out-of-home), online (paid/earned/owned), social media, partnership & and content marketing
• Ability to adapt to a demanding, rapidly changing work environment and to handle numerous projects, balance ongoing requests, set priorities and meet tight deadlines
• Organized with structured processes, maintains attention to detail, and has a positive, results-oriented attitude
• Ability to think through issues from an end-to-end perspective