Associate Director, Customer Lifecycle

Ready for a challenge? Born in the Prairies, now part of a worldwide network, Skip is a Tech company with an entrepreneurial spirit and the drive to be the best. We're a people-first, collaborative company with a fun, dynamic and innovative environment. Our vision is to empower everyday convenience. Our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About This role The Associate Director, Customer Lifecycle will shape and execute Skip’s overarching customer lifecycle strategy — ensuring every touchpoint, from priority segment acquisition to retention and win back tactics are executed by delivering a strategic framework to drive new customer growth, advise and oversee the build of custom journeys, deliver targeted challenges to increase order volume, and convert Skip customers to Skip+ members at scale to support the growth in monthly active customers.

The Associate Director, Customer Lifecycle will oversee a team

This role will oversee and direct Skip’s annual voucher spend, driving growth by delivering competitive cost per incremental orders, supporting partner contractual and business objectives with a dedicated focus on high value customer growth and retention and building and optimizing relevant and personalized customer journeys.

Working cross-functionally, the Associate Director will collaborate with finance, business insights, customer care, product, and, business and partner marketing teams to deliver the best cross functional plan to hit business objectives and deliver optimized customer experience

Location: Hybrid- 3 days a week from our Toronto or Winnipeg office & 2 days working from home

Reporting to: Head of Engagement & Value Proposition

Customer Lifecycle Strategy

• Develop and continuously refine a holistic Customer Lifecycle Strategy that clearly demonstrates why customers should choose Skip — delivering value to the customer and the business
• Focused approach to promote new customer growth against priority acquisition segments through partnerships and marketing
• Translate customer insights, competitive intelligence, and business performance data into actionable strategies that drive differentiation and loyalty
• Convert customers into Skip+ members

Oversee total voucher spend to drive OV

• Lead strategy and oversee team in the execution of total voucher spend including all customer journey incentives, customer engagement (challenges) incentives, Skip+ incremental challenge support for members, support to deliver premium partner benefits and challenge delivery
• Report on incrementality, cost per action, lift against control and other key business metrics
• Partner with analytics, finance, martech and eCRM teams to deliver best in class programs.
• Define and implement customer engagement strategies that leverage data based decision making to highlight the right restaurants, offers, and experiences to enhance customer satisfaction and loyalty.

Cross-Functional & Team Leadership

• Lead, mentor, and inspire a team of Lifecycle Marketing Manager(s) and Specialists. Set clear objectives, provide guidance, focus the team to deliver on core objectives and nurture their professional growth.
• Collaborate with Marketing, Partner, Product Care, Finance and Analytics teams to ensure all elements of Skip’s customer experience ladder up to the Customer Lifecycle strategy.
• Align lifecycle programs, promotions, and customer lifecycle experiences with Skip’s strategic positioning.

Performance & Insights

• Develop KPIs and dashboards to measure customer engagement, cost per incremental order and program ROI.
• Use insights to recommend ongoing improvements.

• Bachelor’s degree in Business, Marketing, Economics, or related field; MBA or advanced degree preferred.
• 7–10 years of progressive experience in marketplace, consumer technology, pricing strategy, or growth marketing.
• Proven success designing and implementing customer-centric lifecycle marketing strategies within fast-paced, data-driven environments.
• Strong analytical and financial modeling skills,…