Manager Customer Services Jobs in Quebec (NOW HIRING)

We are looking for a Manager, Customer Lifecycle who will be responsible for designing, implementing, and optimizing customer engagement strategies across various stages of the customer journey, from onboarding to renewal. This role is critical in delivering a seamless experience that drives adoption, retention, expansion, and customer satisfaction.

In this role you will:

• Design and execute promotional and lifecycle-based email campaigns, in-product messages, and other customer engagement initiatives
• Collaborate cross functionally with Marketing, Merchandising, and Customer Experience teams to deliver consistent, personalized communications.
• Optimize onboarding, activation, and retention processes to improve time-to-value and reduce churn.
• Analyze and segment the customer base to develop tailored lifecycle strategies across onboarding, activation, retention, etc.
• Maintain existing and implement new customer engagement platforms including Email, SMS, CDP, WhatsApp and other related tools. 
• Leverage integrations between ESP and CDP to power email and sms communications.
• Collaborate with the technical teams and technical account manager to troubleshoot data discrepancies. 
• Use customer data and behavioral analytics to identify patterns, forecast risks, and measure the impact of lifecycle programs.
• Provide insights and recommendations to drive decision-making and continuous improvement.
• Identify advocates and loyal users to foster referrals and testimonials.
• Identify upsell and cross-sell opportunities during key lifecycle moments.
• Manage a daily, weekly, and monthly analytics dashboard on channel performance through Data Studio.
• Translate customer feedback into actionable insights for product and service improvement.
• Identify key customer touchpoints and pain points across the journey.
• Leverage AI and predictive analytics to drive operational efficiency internally, including identifying new opportunities to build or integrate AI agents into the campaign execution process.

The Qualifications and experience we like to see:

• University Degree or College Diploma in Business, Marketing or related field.
• At least 4-6 years of experience in customer success, lifecycle marketing, CRM, CDP or related discipline.
• Strong analytical, verbal and written communication skills 
• Hands-On or Demonstrated experience using ESPs such as Klaviyo, ActiveCampaign, Braze, Customer.io or similar
• Experience managing Customer Data Platforms (CDP)s such as Simon Data or similar
• Proven experience in scaling lifecycle and loyalty programs in B2C or e-commerce environments
• Knowledge in using project management tools such as Monday, Jira, Asana, ClickUp or similar as well as analytical tools such as Data Studio, Google Analytics
• Experience with design tools such as Figma, Canva - including asset management platforms (Adobe Experience Manager)
• Familiarity or Experience in using other tools such as Bazaarvoice, Digioh, Validity & BriteVerify, Dynamic Yield  
• Experience in retail is a definite asset
• Proficiency in English (written and spoken) - French is an asset

The knowledge of English is required for this specific position as the incumbent will interact on a consistent and regular basis with English-speaking stakeholders located outside of Quebec.

Why members of our Corporate team love working at Sleep Country Canada/Dormez-vous?: 

• This is not a job but aCAREERwith opportunities for growth and advancement 
• Diverse and inclusive work environment 
• We will invest in you and provide extensive training, mentoring and continuous development 
• Access to training and development platforms 
• Full medical, dental benefits and a Deferred Profit Sharing Program 
• Annual Wellness Credit of up to $250.00 for any products/services that improve your health and well-being, i.e., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment! 
• Associate Discount Program where you will be able to enjoy some of the world's best sleep products 
• Maternity/Parental leave top up benefits 
• Tuition Reimbursement Program that covers professional AND personal development 
• Long service awards, celebrations and other social events 
• Associate Referral Program 
• Paid day off to volunteer at your local charity of choice 

Additional Information

This is a current open position.  

Our recruitment process incorporates various screening technologies, which may include AI, to screen for employability or suitability. Human recruiters review all applications.

Inclusion & Belonging

We are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability. Upon request, accommodations are available during all stages of the recruitment process.