(Senior) CRM & Retention Manager:in at buah focusing on innovative retention strategies in the snack market. Overseeing retention metrics, CRM campaigns, and strategic growth initiatives.
About the role
- Lead the full retention funnel: design lifecycle campaigns, automated email and in-app journeys, and run experiments. Use quantitative and qualitative analysis to identify churn drivers and collaborate cross-functionally to improve product adoption and long-term retention.
Responsibilities
- Manage the end-to-end retention funnel.
- Help define and lead strategy across the entire user lifecycle, with a particular focus on onboarding, activation and ongoing engagement.
- Monitor churn signals and key performance indicators such as product usage, renewal rates and customer lifetime value to proactively reduce attrition.
- Design and deploy lifecycle engagement programs.
- Create and optimize automated campaigns (email and in-app) triggered by behavioral signals.
- Develop onboarding and engagement journeys that promote feature adoption, perceived value and long-term retention.
- Lead churn analysis and root-cause identification.
- Combine quantitative data (usage, billing, support interactions) and qualitative insights (surveys, cancellation feedback) to identify the main drivers of disengagement and churn.
- Translate these analyses into concrete product and experience improvements.
- Contribute to cross-functional retention initiatives.
- Collaborate with the Product team to improve usability, onboarding and feature adoption.
- Work with Customer Support to identify friction points and improve the user experience.
- Align with FP&A and BI teams on cohort performance and forecasts.
- Own the experimentation and optimization roadmap.
- Design and execute A/B and multivariate tests across the lifecycle, from onboarding journeys to engagement and pricing levers.
Requirements
- 3–5 years of experience in retention, lifecycle marketing or customer success, ideally in a B2C SaaS or subscription-based environment
- Bachelor’s degree in Marketing or a related field
- Hands-on experience with CRM and marketing automation tools to design and deploy lifecycle programs at scale
- Proven experience designing, running and analyzing A/B tests, with a solid grasp of statistical principles
- Knowledge of cohort analysis, customer lifetime value (LTV) modeling and churn forecasting
- Strong analytical skills, with the ability to work with data and extract actionable insights
- Ability to connect strategy to execution, combining a big-picture vision with an operational, test-and-learn mindset
- Excellent communication skills, with the ability to translate complex data into clear, relevant messages for cross-functional stakeholders
- Strong customer orientation, with a genuine interest in understanding user needs, behaviors and motivations
- Curiosity and proactivity, with a continuous improvement mindset and a willingness to challenge assumptions.
Benefits
- Downtown Montreal offices (relocation planned for June 2026)
- Compensation that reflects your true value
- Competitive company benefits
- Friendly, collaborative professional environment where authenticity and well-being are priorities
- Fully flexible work environment and work–life balance
- Interaction with local and international teams
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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