• North America
Toronto, ON
Member Lifecycle Manager, NA

Toluna is a leading provider of real-time digital consumer insights, and empowers companies to brainstorm ideas, uncover new business opportunities and answer their questions in real-time. Toluna is transforming the way marketing decisions are made by bringing consumers and brands together via its Toluna Insights platform, enabling Toluna to develop proprietary online panels for its clients. Toluna has 21 offices in Europe, North America, MENA and Asia Pacific. For more information, please visit http://corporate.Toluna.com.

To complete our team and support our growth as a global leader, we are looking for a Member Lifecycle Manager based in our Toronto office.

The Role:
Toluna is seeking a Member Lifecycle Manager to support the development and growth of a strategic client’s proprietary consumer research panel. As a Member Lifecycle Manager at Toluna, you will be responsible for strengthening our relationship with our panel members throughout their lifecycle to drive high value behaviors, help reduce attrition and increase lifetime value for our client. You will be working in conjunction with our client to develop and execute the marketing strategy and member recruitment, engagement and retention initiatives. This role provides an exciting opportunity to improve our members’ user experience and to increase automation and personalization of our engagement and retention efforts to ensure we are delivering the right creative/message to the right member at the right time.

The ideal person for this role has demonstrated experience with end-to-end development, execution, measurement and reporting on the outcomes of research panel recruitment, engagement, and retention campaigns and programs. We seek a candidate who is Community & Tech Savvy, data driven, with proven hands on experience working collaboratively in a fast and dynamic environment. If you are someone with an uncanny ability to understand the needs of members, internal and client stakeholders, and the technologies and communication strategies required to deliver an outstanding user experience, then this is a great role for you.

What you’ll do:

  • Drive strategy and execution of lifecycle marketing to onboard, retain, build loyalty and increase lifetime value by engaging members with personalized, targeted and relevant communications at every touchpoint
  • Develop and execute an overall engagement and retention strategy and communications plan leveraging appropriate communications channels
  • Define and document briefs, business rules, data / tech requirements, system integrations as well as processes and procedures for member engagement and retention campaigns
  • Collaborate with all relevant teams to design, implement and evaluate personalized lifecycle
  • Ensure that all campaigns have clearly defined success metrics which are tracked, analyzed and reported
  • Research-on-Research: Conduct occasional A/B testing to optimize and increase the effectiveness of member engagement and retention efforts
  • Work with product, technology and data teams to define feature and data requirements to create new communication channels and engagement functionalities, and improve the intelligence available for relevant, personalized, real-time marketing
  • Drive buy vs. build decisions including evaluating, onboarding and integrating with new vendors and technology that move the business forward, simplify and speed up processes, and increase effectiveness of tactics / programs
  • Plan and execute digital marketing media campaigns to onboard new members while monitoring, measuring and reporting results
  • Lead internal and client-facing meetings to maintain operational focus while building next-generation capabilities

Key Objectives:

  • Develop brand affinity to increase panel member productivity and lifespan
  • In collaboration with our strategic client, lead, execute and develop engagement and retention strategy for all lifecycle initiatives and member acquisition using digital marketing channels

What you’ll bring:

  • Bachelor’s Degree in research, marketing, business or related field
  • 5+ years of marketing experience, with some experience in development of practical research strategies to measure the impact of marketing campaigns. The ideal candidate would possess experience within panel-based consumer research services operation
  • Experience with development of member or customer lifecycle management strategies, such as personalized trigger campaigns, loyalty programs, promotions and customer segmentation
  • Proven track record of working at the strategic and tactical level to develop and execute innovative panel engagement and retention initiatives
  • Experience working with product, tech and data teams for database marketing, data / tech requirements gathering and driving integration with CRM technologies
  • Strong analytical and problem-solving skills with data driven approach
  • Positive attitude and ability to operate in a very fast paced environment
  • Excellent verbal and written communication skills with ability to present data, influence others and build relationships
  • Proven experience in Digital Media and Panel-based Marketing Research services
  • Proficient IT skills including but not limited MS Office, familiarity with CRM Software
  • Strong team building skills
  • Excellent organizational, interpersonal, communication, leadership and networking skills
  • Ability to work under time constraints and adapt to change
  • Self-driven and resourceful to achieve goals independently as well as working in teams
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