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Canada Consumer Solutions - Product Manager, Retention / Engagement / Lifecycle

Product Management

Synopsis of the role

The Canadian Consumer Solutions (CCS) organization at Equifax is seeking a results-oriented Product Manager responsible for customer contact and engagement, reporting to the Line of Business Leader, CCS.  The Product Manager will develop and optimize retention, engagement and lifecycle programs across all Direct to Consumer products.

This individual will be responsible for driving strategy and execution of our lifecycle and retention marketing efforts. To be successful in this role, you will need to be an analytical thinker, hands-on team player and possess a strong understanding of the email marketing channel and its role in retention and engagement strategy.

What You’ll Do 

  • Responsible for strategies to engage, educate, upsell, cross-sell, support, and retain the existing member base using tactics that are customer centric, proactive, and omni channel.  

  • Develops multi-channel strategies to be executed via email/mobile alerts/social/digital ads.

  • Works with our team, customer call center and agency partners  to develop a best-in-class customer contact  program that strengthens customer lifetime value, increases customer engagement, and provides significant opportunities for upsell.  Drives our mobile requirements, user experience, capabilities, strategies and member experiences

  • Incorporates personalization across retention channels to drive profitable sales and near-term incremental revenue while influencing longer term customer behavior.

  • Develops rigorous testing strategies (A/B and multivariate tests) to continually optimize all areas of the program, including identifying opportunities to better understand our customer segments and their lifecycle and behaviors through the email channel.

  • Partners with Digital and Paid Media/ Performance Marketing, Data & Analytics to ensure our customer base is being nurtured and activated based on varying acquisition sources, and supporting the long-term health of our customer base.

  • Develops and manages partnerships related to offers, including analysis of market, competitors, opportunity size,  business casing, development, launch and plan as required. 

What Experience you need 

  • 7+ years of experience in Retention, CRM, Loyalty, or other related functions.

  • A minimum of 3 to 5 years of experience within Financial services experience, preferably with exposure to retail customers and credit 

  • 3 to 5 years of experience with mobile application development for customer engagement

  • Experience with working in D2C or a subscription-based business for at least 3 years including the customer contact center. 

  • A minimum of 2 years of working Knowledge related to CRM platforms and best practices.

  • 3 to 5 years of Previous experience launching customer retention and lifecycle models and understanding macro level strategies to drive customer retention.

  • Strong analytical and problem-solving skills; comfortable leveraging large amounts of data to drive decisions and a passion for continuous testing and optimization

What could set you apart 

  • Salesforce experience is a plus.

  • English and French language 

  • Bilingual in English and French an asset

We offer comprehensive compensation and healthcare packages, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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