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Client Marketing Manager, Nurture and Retention

Canada Employment contract · Job Posted December 08, 2025
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Job Description

The Client Marketing Manager, Nurture & Retention leads the development and optimization of lifecycle programs that keep clients informed, supported, and engaged throughout their journey. This role focuses on increasing client retention and satisfaction by delivering personalized, data-driven communication strategies to Farber’s clients as part of a broader effort to increase conversion.

Job Responsibility

  • Own Farber’s client retention and lifecycle engagement strategy. Define OKRs, key touchpoints, and optimize the nurture program
  • Build programs that promote on-time client payments, milestone achievement, satisfaction, and advocacy
  • Evolve customer lifecycle frameworks for onboarding, education, and engagement
  • Create segmentation strategies to deliver personalized, timely content across the client lifecycle
  • Plan and execute automated multi-channel automated journeys using Dynamics 365 and Customer Insights
  • Conduct A/B testing to improve engagement, click-through, and retention rates
  • Work with content and creative teams to ensure messaging aligns with client needs and emotional drivers
  • Monitor performance, identify underperforming areas, and implement continuous improvement initiatives
  • Ensuring the accuracy and consistency of data, defining and tracking key metrics, including retention rate, churn rate, satisfaction (CSAT), and engagement health
  • Partnering with the Data Team to maintain and improve data quality, leveraging insights to propose and drive performance-enhancing initiatives, and providing direction on tactical improvements / strategic shifts
  • Partner with Customer Success, Operations, Data, IT, and other stakeholders to drive the client journey and operationalize lifecycle programs
  • Manage relationships with internal stakeholders supporting marketing automation, content and analytics tools
  • Ensure all communications comply with CASL, PIPEDA, and AODA accessibility standards
  • Maintain data integrity, consent management, and audience suppression best practices

Requirements

  • Post-secondary education in Marketing, Business, or a related field or equivalent professional experience
  • 4+ years of experience in lifecycle, client, or CRM marketing
  • Strong proficiency with marketing automation platforms (Dynamics 365, Marketo, HubSpot, Salesforce Marketing Cloud etc)
  • Demonstrated success using data-driven insights to improve retention and satisfaction
  • Exceptional writing and editing skills for empathetic, customer-first communications
  • Analytical and reporting skills
  • ability to translate data into actionable insights
  • Collaborative mindset with strong project management and stakeholder communication skills
  • Proven track record of delivering end-to-end lifecycle automations from conception to completion
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