Marketing Manager, Retention & Lifecycle

No Days Wasted makes recovery and hydration products for people who go out, have fun and still show up the next morning. We are a profitable, fast-growing Canadian CPG brand sold across North America on Amazon, in major retailers including Loblaws, Costco and Walmart, and direct on our own website. Our mission is simple: give people more time for life’s moments.
Role overviewWe win by getting people to try NDW. You make sure they come back.
As Retention & Lifecycle Manager, you own every customer after their first order. You are obsessed with our customers and know them to a T: who buys, why they buy, why they stop, and what brings them back. You answer customers yourself every day, because it is the best way to know them, and you turn that understanding into the email, SMS, subscription and customer experience programs that drive repeat purchase and lifetime value.
Your focus will be approximately:
40% Lifecycle marketing (email and SMS)
40% Subscriptions and retention
20% Customer experience and insight, including hands-on customer service
This position is based in Toronto, Ontario and will require 3-4 days per week in office.
Core responsibilities
Own email and SMS end to end in Klaviyo and Postscript: strategy, build, testing and results.
Build and optimize lifecycle flows, including welcome, post-purchase, replenishment, cross-sell and win-back.
Plan and run the campaign calendar, including product launches and key moments such as Black Friday and Cyber Monday.
Grow the email and SMS list, including capturing leads from events, sampling and partnerships.
Segment customers by product, behaviour and value, and personalize communication accordingly.
2. Subscriptions and retention
Grow website subscriptions and reduce churn across our subscription program.
Design and run retention offers, including order gifts (for example, 2nd and 5th order), win-backs and offers built from available inventory, working with Operations on stock.
Grow customer reviews on our website and on Amazon, working with our Amazon agency.
Track cohorts, repeat rate and LTV, and make sure retention spend pays back.
3. Customer experience and insight
Answer customers directly every day across email, the website and Amazon buyer messages, including product questions, order issues, returns and refunds. AI support tools handle routine requests so your time goes to the conversations that matter.
Run the daily Shopify order check (open vs. fulfilled orders, bulk and discount orders) and flag warehouse or shipping problems to Operations.
Run customer surveys and mine reviews and support tickets to understand what customers love, what frustrates them and why they leave.
Share a monthly customer insights readout with the marketing team and leadership, with clear recommendations.
Feed customer insight into messaging, offers and product decisions.
How success is measured
Second-order rate and repeat purchase rate
Subscription growth and churn
Email and SMS share of direct-to-consumer revenue
Customer service response time and customer satisfaction
Contribution to company marketing efficiency (MER) targets
Who you’ll work with
Head of Marketing:
your manager;
sets priorities and targets with you.
Social Commerce:
content and creator assets for email and SMS.
Design:
email and campaign creative.
Operations:
orders, shipping and inventory for offers.
Agencies:
our paid media agency (Meta and Google) and our Amazon agency.
Field and events team:
turning event and sampling contacts into customers.
What’s not in this roleTo keep this role focused, paid media is managed by our paid media agency, and website conversion for new traffic sits with the Head of Marketing. You will work with both, but you do not own them.
What you bring
3–5 years in retention, lifecycle or CRM marketing for an ecommerce or DTC brand, ideally in CPG, food, beverage or supplements.
Hands-on Klaviyo experience: you have built flows yourself, not just briefed them.
Experience with Shopify and a subscription app (for example, Recharge or Skio).
Real curiosity about customers: read reviews and support tickets and turn them into tests.
Comfort with numbers: cohorts, churn and LTV, and the ability to prove a change worked.
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