Director, Lifecycle & Customer Growth

This is a fully remote position, open to applicants in United States.

📋 Description

• The primary focus is on LTV per install — you will have complete ownership of this metric, with the goal of continuously increasing it each year, rather than merely maintaining it. This is a target aimed at growth, not maintenance.

• Enhance CRM through personalization — transition from traditional broadcast and segment-based lifecycle messaging to a genuine 1:1 approach: incorporating dynamic content, optimizing send times and channels, and tailoring offers and messages based on individual behaviors (such as favorite teams, price sensitivity, purchase frequency, and event types). Personalization should serve as the key driver for improving lifecycle marketing, rather than being treated as a separate initiative.

• Lead and mentor the lifecycle team throughout the complete customer journey — from the initial purchase to ongoing engagement — while elevating the sophistication of execution.

• Develop the business case for new value mechanisms — pinpoint areas where a new lever (like referral programs, incentives, or other insights you discover) could significantly enhance LTV, create a testable MVP, and justify resource allocation with data-driven arguments instead of assumptions. Loyalty and referral initiatives are the first two areas to explore, but they are not the only ones.

• Collaborate with the Product team to create a unified customer experience — this role involves true co-ownership of the personalized customer experience across both CRM-owned and product-owned platforms, moving beyond a simple "marketing requests, product delivers" dynamic. The ideal candidate should be able to engage in product roadmap discussions as a peer, contributing a viewpoint on the experience rather than merely acting as a stakeholder with requests.

• Work alongside Data Science to refine audience infrastructure — define and advance the segmentation and targeting models necessary for effective personalization, utilizing existing data science resources rather than establishing a separate team.

⛳️ Requirements

• 10-14 years of experience in lifecycle, CRM, or retention marketing, with significant involvement in a consumer marketplace or app-first business — not limited to ecommerce.

• Experience in both app and web customer interactions.

• A clear perspective on personalization as a growth driver — not simply "we send personalized emails," but a proven record in developing segmentation and targeting strategies that have positively impacted outcomes.

• A history of building initiatives from the ground up — whether it's a new mechanism, program, or workstream — and supporting the need for resources with data-driven justification, rather than merely executing established strategies.

• Experience as a player-coach — actively involved with a small team on a daily basis, as opposed to just a strategic planner who delegates tasks.

• Proven ability to influence product roadmaps without direct authority — this position requires shaping decisions, not just making requests.

• Comfort in collaborating with data science teams on segmentation and audience-related tasks.

• Practical knowledge of lifecycle and personalization platforms (such as Braze or similar tools).

• Proficient in leveraging AI tools to enhance what a lean team can achieve — this team aims to scale the scope of work rather than expand headcount.

🏝️ Benefits

• Competitive salary

• Flexible working hours

• Professional development budget

• Home office setup allowance

• Global team events