Director of Lifecycle – Retention

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

📋 Description

• Take ownership of the lifecycle strategy encompassing onboarding, engagement, retention, renewals, and reactivation.

• Oversee CRM and customer communication channels, which include email, SMS, push notifications, and in-product messaging.

• Create strategies for segmentation, personalization, and behavioral targeting throughout the customer lifecycle.

• Design frameworks for customer journey mapping and lifecycle analytics.

• Formulate retention and renewal strategies aimed at enhancing customer tenure and minimizing voluntary churn.

• Lead initiatives for experimentation and optimization across onboarding, engagement, billing, retention, and renewal processes.

• Collaborate with Product, Analytics, Customer Experience, and Operations teams to convert customer insights into scalable engagement and retention programs.

• Develop lifecycle programs that assist customers in better understanding their energy usage, costs, savings opportunities, and the value of their plans.

• Establish reporting, KPIs, cohort analysis, and retention performance metrics throughout the lifecycle funnel.

• Spearhead customer lifetime value optimization efforts, including upselling, cross-selling, and loyalty initiatives.

• Ensure that customer communications are in alignment with regulatory, operational, and brand standards.

⛳️ Requirements

• 7–12+ years of experience in lifecycle marketing, CRM, retention, customer engagement, or roles focused on growth.

• Significant experience in building and scaling lifecycle programs in subscription-based, telecom, utilities, fintech, membership, marketplace, or other data-driven consumer sectors.

• Background in retail energy, utilities, or telecommunications is a notable advantage.

• Profound knowledge of customer segmentation, behavioral analytics, personalization, and retention strategies.

• A strong experimental mindset, with experience in conducting A/B and multivariate testing programs.

• Proficiency in CRM and lifecycle marketing platforms such as Braze, Iterable, or equivalent tools.

• Excellent analytical skills with experience in retention metrics, cohort analysis, churn reduction, and LTV modeling.

• Capability to balance strategic thinking with hands-on execution in a rapidly evolving environment.

• Strong skills in cross-functional collaboration and stakeholder management.

• High degree of AI fluency and curiosity, with experience using AI-driven tools and automation to enhance lifecycle operations, customer personalization, experimentation speed, and team efficiency.

🏝️ Benefits

• Competitive compensation and benefits package