Senior Lifecycle & CRM Strategy Leader – Contract

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

📋 Description

• Evaluate the complete digital presence lifecycle, starting from domain search and acquisition to setup, website development and launch, hosting, professional email activation, security implementation, management, renewal, cancellation or lapse, win-back, and expansion.

• Develop the lifecycle strategy and roadmap, outlining lifecycle phases, customer and business outcomes, journey priorities, and a sequenced improvement plan.

• Design synchronized onboarding, service activation, website launches, customer education, renewal preparations, lapse prevention, retention strategies, service recovery, win-back initiatives, and expansion journeys.

• Identify actionable audiences and triggers utilizing signals from customer data, domains, services, setups, websites, accounts, billing, renewals, support, engagement, and portfolios.

• Assess data, identity, consent, automation, and integration capabilities to ensure coordinated experiences across various channels.

• Enhance personalization and next-best-action decisions for setup guidance, launch assistance, education, security, renewals, complementary services, and re-engagement efforts.

• Establish experimentation and measurement protocols, including baselines, test plans, controls, and reporting mechanisms.

• Create the lifecycle operating model involving marketing, product, e-commerce, customer care, data, analytics, creative, and technology teams.

• Convert recommendations into journey maps, briefs, audience and trigger definitions, content requirements, test designs, measurement plans, and a prioritized delivery backlog.

• Develop reusable frameworks, governance structures, documentation, and working rhythms to sustain internal lifecycle capabilities.

• Provide a maturity assessment, prioritized roadmap, initial wave of journeys, governance rhythms, and internal enablement.

⛳️ Requirements

• Around 15+ years of experience in lifecycle marketing, CRM, retention, customer engagement, marketing automation, customer journeys, or growth CRM.

• Senior Director or VP-level experience providing counsel to executives and influencing cross-functional decisions.

• Proven track record of establishing a lifecycle capability from a low-maturity starting point.

• Extensive experience with recurring-revenue digital services, particularly in domain registration, web hosting, website creation, professional email, online security, digital marketing, e-commerce facilitation, or related small-business services.

• Capability to link customer strategy with data, identity, consent, marketing technology, service signals, support interactions, content, execution, and measurement.

• Proficient in designing journeys from purchase through setup, activation, launch, ongoing value realization, renewals, expansions, retention, service recovery, lapse prevention, and win-back strategies.

• Knowledgeable in segmentation, event-driven triggers, journey orchestration, personalization, experimentation, and incremental measurement.

• Experience managing lifecycle complexity for customers who may possess a single service or a collection of interconnected digital presence services.

• Ability to balance strategic executive counsel with hands-on development of journey maps, briefs, audience definitions, test plans, roadmaps, and operational processes.

• Must be available for a fully remote, full-time contract position aligned with Pacific Time working hours.

• Legally authorized to work in the United States at the time of application and throughout the duration of employment.

• Should not require employment visa sponsorship now or in the future.

🏝️ Benefits

• Fully remote work arrangement.

• 40 hours per week.

• Contract engagement with potential for extension.