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About the Role
We are looking for a CRM & Lifecycle Marketing leader to own the customer relationship post acquisition, driving retention, LTV, and repeat purchase through email, SMS, and subscription strategy. This role sits at the intersection of retention marketing and subscription management, with a secondary mandate to support top of funnel nurture for prospects. You'll own the roadmap for how we talk to customers across their lifecycle, from first purchase through long term loyalty, and partner with the site team to ensure a customer journey that improves conversion.
Responsibilities
- Own the end-to-end lifecycle marketing strategy: welcome series, post purchase, replenishment, win back, and loyalty flows
- Drive retention and LTV as a primary KPI, partnering with the growth team to shift acquisition heavy thinking toward existing customer revenue
- Manage and optimize subscription program performance (signups, retention, churn, cadence/SKU management) in partnership with subscription tools
- Build and refine segmentation and personalization strategy across CRM channels
- Partner with acquisition/paid teams to support prospect nurture streams, ensuring smooth handoff from acquisition to lifecycle
- Define and report on core CRM metrics: retention rate, repeat purchase rate, subscriber churn, email/SMS attributed revenue, list health
- Collaborate cross functionally with site experience, creative, and product teams on campaign execution and testing roadmap
- Manage day to day execution, either directly or through a coordinator/specialist, with accountability for calendar, QA, and deployment
- Bring a test and learn mindset to flows, offers, and segmentation using data to prioritize the highest impact levers
Requirements
- 4 - 6 years in CRM, lifecycle, or retention marketing, ideally in DTC/ecommerce; subscription business experience a strong plus
- Hands on expertise with an ESP/CRM platform (Klaviyo strongly preferred) and subscription management tools
- Track record of building or scaling retention programs that measurably moved LTV, repeat rate, or churn
- Strong analytical skills — comfortable owning reporting and translating data into a prioritized roadmap
- Experience managing segmentation, personalization, and testing programs at scale
- People management or cross functional leadership experience
Work Type
- Hybrid
Salary/Compensations
- $75,000–$115,000 CAD annually
Benefits
- Competitive compensation
- Full suite of benefits
- Monthly pet feeding program
- Great office culture (with numerous adorable pets!)
- Comprehensive healthcare coverage
- RRSP plans with company match
- Discounted food, apparel, and insurance for your furry family members
- PTO plus company-wide wellness and personal days
- Volunteer days to give back to our community
About the Company
- At Open Farm we are transforming the way people feed their pets, with a focus on producing premium, healthy food and treats, all ethically sourced from farm-to-bowl.
- Headquartered in Toronto and with team members across the US, Open Farm is one of the fastest growing CPG companies in North America.
- We believe that the best foods are made with consciously sourced, top-quality ingredients from farmers and fisheries who believe in doing good for all animals and the environment.
Equal Opportunity
- Open Farm values diversity in its workforce and encourages applications from all qualified individuals.
- Applicants requiring a disability-related accommodation at any stage of Open Farm's recruitment process should contact hr@openfarmpet.com.
- As required by legislation, Open Farm will consult with applications requesting such an accommodation to ensure that Open Farm's recruitment process takes into account their accessibility needs.