Senior Manager - Customer Engagement & Lifecycle

Enercare Inc. is one of Canada’s largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating.

A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.

If you are ready to become one of our Experts, we would love to hear from you.

Role: Senior Manager, Customer Engagement & Lifecycle

Department: Customer Base Management

Status: Full-time, Permanent

Location: Markham

Reports to: Director, Customer Base Management

Compensation: $102,912 - $149,738

Role Summary

The Senior Manager, Customer Base Management owns how Enercare engages with its existing customer base across the full customer lifecycle, nationally. This role is accountable for defining and governing the customer contact strategy, lifecycle and campaign planning, self service adoption, and entitlement communications—ensuring engagement is coordinated, relevant, and scalable as the business continues to grow across Canada.

This role also plays a key role in supporting strategic partnerships by ensuring partner related customer communications are thoughtfully integrated into the broader customer experience and aligned with Enercare’s contact governance principles.

Key Responsibilities

Customer Engagement & Contact Strategy

- Own and evolve Enercare’s national customer contact strategy, ensuring consistency across regions (including East and West) while accommodating regional business needs.

- Build, govern, and optimize the annual and quarterly integrated campaign calendar, spanning lifecycle, entitlement, engagement, partnership, and cross-sell/retention communications.

- Define and manage channel mix, frequency, and sequencing to reduce customer fatigue and maximize engagement and impact.

- Provide governance across customer portfolios to ensure alignment, prioritization, and clarity across teams.

Lifecycle, Loyalty & Self Serve

- Lead lifecycle engagement strategies that drive customer retention, loyalty, and lifetime value.

- Drive adoption of self service tools and digital capabilities through proactive, insight led communications.

- Establish scalable lifecycle and engagement frameworks that support growth and evolving business priorities.

Entitlement Strategy & Journey Optimization

- Develop and own the end to end entitlement communication strategy, including maintenance reminders, service notifications, and product care prompts.

- Continuously optimize entitlement journeys to improve completion rates, clarity, and overall customer experience.

- Ensure entitlement communications are accurate, timely, and aligned with customer contracts, products, and operational realities.

Partnership Engagement

- Partner with internal stakeholders to support customer engagement related to strategic partnerships (e.g., TELUS).

- Ensure partner communications are seamlessly integrated into lifecycle journeys and adhere to customer contact governance standards.

Leadership & Collaboration

- Directly manage and develop one or more direct reports, providing coaching, clarity, and growth opportunities.

- Collaborate closely with Product, Customer Experience, Digital, Contact Centres, Legal, Analytics, and agency partners to deliver consistent, high quality customer communications.

- Provides leadership, guidance, and enablement to CBM team to support consistent execution and long term capability building.

- Senior contributor within the CBM leadership team, helping shape priorities, standards, and ways of working.

Reporting & Optimization

- Reporting, tracking & continuous optimization of critical campaigns

Who You Are

- 8–10+ years of experience in customer lifecycle marketing, customer engagement, or marketing communications roles, with at least 3–5 years in a people leadership or senior individual role.

- Proven experience leading large scale, multi channel customer engagement programs with national or enterprise level scope.

- Strong strategic and executional capability across the full marketing communications lifecycle—from strategy and planning through to delivery, optimization, and measurement.

- Demonstrated experience driving customer retention, loyalty, and self service adoption.

- Highly effective written and verbal communicator, with proven ability to deliver executive ready briefings, recommendations, and performance reporting (PowerPoint proficiency required).

- Experience managing agency and vendor relationships, including briefing, execution, performance evaluation, and optimization.

- Strong analytical mindset, with the ability to translate insights into clear decisions and actions.

- Comfortable influencing and collaborating across complex stakeholder groups to build alignment and drive outcomes.

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.