Director, Lifecycle & Retention
$189,000–$231,000 year
HybridNew York City, New York, United States
Job Summary
Develop the strategy and roadmap for retention and lifecycle marketing across customer journeys, from onboarding to long-term loyalty loops. Create learning agendas and experiment frameworks to validate performance and inform prioritization. Build retention measurement systems in partnership with Data and Finance, including cohort analysis, LTV modeling, and churn prediction. Own lifecycle channels and messaging systems, ensuring the right participant receives the right message at the right moment. Lead and develop the lifecycle and retention organization while collaborating with Product, Engineering, and Finance to align on shared objectives and drive accountability against measurable business growth. Evaluate customer-level and cohort-level insights to guide optimization, product decisions, and resource investment.
Required Qualifications
- 10+ years of experience in lifecycle marketing, retention, or CRM
- ideally within a consumer marketplace and/or a high-growth performance-driven organization
- A proven track record of building and scaling lifecycle programs across multiple audiences that drive measurable business outcomes
- Demonstrated expertise with cohort analysis, LTV and churn modeling, experimentation, attribution frameworks, and lifecycle and CRM platforms
- Strong analytical capabilities and the ability to translate data into actionable insights and clear recommendations
- Experience informing product decisions and partnering closely with product and engineering teams to ship against a shared roadmap
- A genuine obsession with the customer and a habit of grounding every decision in participant behavior and needs
- A strategic and operational mindset, with the ability to set long-term direction while executing near-term objectives
- Exceptional communication, collaboration, and stakeholder management skills across technical and non-technical teams
- A steady, proactive, solutions-oriented approach when navigating ambiguity or competing priorities
- A relentless focus on measurable impact and driving real, durable business growth
- This role is based in our New York, NY hub, where we require an in-office presence three days per week
Desired Qualifications
- Arrangements include travel 2–3 times per year (e.g., company and department offsites)
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