Senior Manager, Customer Engagement

This role leads customer engagement, retention, and relationship strategy for a growing Canadian business. It is a hands-on leadership position focused on designing and rolling out a new membership or rewards initiative, while also shaping the broader approach to customer communications, personalization, and long-term loyalty. The successful candidate will own the plan, operating model, and ongoing governance for the program, making sure priorities are clear and execution stays on track. A major part of the job is working across teams such as marketing, operations, finance, analytics, technology, and data to align objectives, remove blockers, and turn strategy into delivery. The role also supports reporting, insight generation, and data practices that improve decision-making and help strengthen performance over time. This opportunity suits someone who can balance strategy with execution, manage several moving parts, and lead through influence. Strong organization, attention to detail, and the ability to coach and prioritize work for others are important. Experience in customer lifecycle, retention, CRM, digital program management, or similar areas is expected, along with people leadership and cross-functional delivery. Exposure to data governance or reporting improvement work is beneficial.