Call Center Specialist, Full Time (Remote position) (Toronto)

We are looking for a data‑obsessed, technically‑fluent Retention Specialist to lead our customer lifecycle strategy. You aren’t just "sending emails", you are an architect of customer journeys. You will own the end‑to‑end execution of our Email, SMS, and Push notification strategies while pioneering new growth frontiers like WhatsApp. The ideal candidate lives at the intersection of creative storytelling and hard data. You should be someone who thrives on diving into GA4 or RetentionX to find a specific cohort of "at‑risk" high‑value customers and then building a hyper‑targeted automated flow in Klaviyo to win them back. Key Responsibilities Omnichannel Strategy: Own the monthly CRM calendar across Email, SMS, and Push. Lead the expansion into new channels, specifically WhatsApp and other emerging growth initiatives. Relentless Optimization: Establish a culture of "test and learn." Responsible for a continuous A/B testing roadmap, validating everything from creative assets and copy to audience segments, subject lines, and optimal send times. Campaign & Flow Management: Design, build, and optimize complex automated flows (welcome series, post‑purchase, win‑back) and high‑impact manual campaigns. Advanced Segmentation: Move beyond basic demographics to hyper‑target consumer cohorts based on LTV, purchase frequency, and behavioral triggers to maximize conversion. Data Analysis & Reporting: Establish a rigorous reporting cadence (weekly/monthly), translating raw data into actionable insights. Use AI‑driven tools to predict churn and optimize performance. Technical Integration: Act as the power user for our tech stack, ensuring seamless data flow between Shopify, Klaviyo, GA4, and RetentionX. Creative Eye: Partner with design teams to ensure high‑aesthetic standards while rigorously testing layouts and CTAs to prove the elements that actually drive revenue. Qualifications 3-4 years of dedicated CRM/Retention experience, preferably within the D2C or consumer goods space. Proven expertise in structured A/B testing and multivariate testing with the ability to articulate statistical significance and ROI. Tangible evidence of driving Retention Rate improvements and increasing Returning User Growth. Expert‑level mastery of Klaviyo and Shopify. Deep familiarity with GA4 and RetentionX (or similar LTV platforms) is essential. You see patterns in numbers and are obsessed with understanding why a customer stays or leaves. Experience leveraging AI tools for copywriting, data analysis, or workflow automation. Bilingual (English/French) is considered an asset. Why Join Us? You will have the autonomy to build a world‑class retention program. We value data over opinions and evidence over assumptions. If you are a technical marketer who refuses to settle for "good enough" and is always looking for the next 1% gain in performance, we want to hear from you. Advantages Competitive base Monthly product allocation Company‑provided laptop RRSP matching Comprehensive health, vision, and dental coverage Maternity/paternity top‑up & fertility benefit Paid time off and personal days Fitness subsidy Mental health support tools Equal Employment Opportunity Dermalogica is committed to diversity and inclusion to enhance our business outcomes and create a brighter future for our diverse employees, global consumers, partners, and communities. We welcome applications from visible minorities, individuals with disabilities, and members of the LGBTQ2+ community and encourage applicants to self‑identify. All Canadians have the right to equality in the workplace. Apply on Kit Job: kitjob.ca/job/2pshfk