As a Senior Customer Marketing Manager you will  act as the bridge between customers and the brand by owning customer lifecycle marketing to delight and maximize customer retention for the Lightspeed brand and product family.

Reporting to the VP of Brand, this role will oversee the cultivation of a customer-centric approach to customer communications and experiences to ensure a consistent journey across all key touchpoints. All communications, campaigns and activities must reflect the brand - voice, design, and beliefs.

You have a strategic mindset and the  ability and knowledge for assessing and improving the interactions that customers have with the brand as well as proven experience to own and improve the overall customer journey.


What you’ll be responsible for:

  • Strategy and management of the customer experience (CX)
    • Work with key stakeholders across the business (Success, Support, Sales, Product Management) and Marketing to develop and maintain Lightspeed’s CX strategy and objectives across different marketing channels.
    • Implement frameworks to surface and analyze Lightspeed’s key marketing CX metrics
    • Create and oversee the execution of the marketing CX and brand retention roadmap in the context of existing and new customers and the integration of acquired customers through M&A activities.
    • Develop and execute strategies to increase brand satisfaction and customer delight.
    • Measure customer satisfaction and implement strategies to identify advocates, nurture relationships and reduce risk of churn.
    • Lead the CX discipline for Brand and Marketing, working closely with key partners in Onboarding, Sales, Customer Success and Support.
  • Implement and champion the CX
    • Work closely with Product, Onboarding and Customer Success teams to ensure consistent application of the CX strategy in the Marketing team, namely across the customer journey and lifecycle, including:
      • Brand and product discovery (prospecting)
      • Customer onboarding (hardware unboxing experience and installation, software installation, communications in product and off)
      • Customer engagement
      • Overall customer nurture flow (identify opportunities to upsell, cross-sell and upgrade)
      • Customer content and webinars
    • Ensure all customer communications across marketing channels (email, chatbot, in product chat, etc.,) are consistent and aligned with the overall CX strategy
    • Set marketing CX and brand retention KPIs, define measures of success, report on results and provide recommendations for improvement
    • Be accountable for driving change across the global marketing organization to continually improve CX
  • Mentor and develop more junior members of the Marketing team using a supportive and collaborative approach
  • Partner closely with the greater Brand team and key stakeholders to advocate for CX and brand objectives and promote consistency of the overall strategy across the organization
  • Evangelize and educate the broader organization about Customer Experience ethos
  • Be accountable for driving change across the marketing organization globally to continually improve customer experiences


What you’ll be bringing to the team:

  • 5+ years of experience in a Marketing and Customer Experience position in high growth, fast paced organizations
  • Effectively communicate with stakeholders from different regions and levels
  • Data-driven, and results-driven marketer
  • Proven success with developing and implementing solid customer centric marketing strategies including oversight of customer journey
  • Proven leadership skills and the ability to mentor, coach and develop employees


Even better if you have, but not necessary:

  • Experience working in Tech or in the Retail, Hospitality or Services industries

Who we are

Lightspeed (TSX/NYSE: LSPD) powers small and medium-sized businesses with its cloud-based, omni-channel commerce platforms in over 100 countries around the world. With smart, scalable, and dependable point of sale systems, Lightspeed provides all-in-one solutions that help restaurants and retailers sell across channels, manage operations, engage with consumers, accept payments, and grow their business.

Headquartered in Montréal, Canada, Lightspeed is trusted by favourite local businesses, where the community goes to shop and dine. Lightspeed has offices in Canada, USA, Europe, and Australia.

We're passionate about enabling people to do their best work. Come work with us and find out what you can do!