Senior Manager, Member Experience & Lifecycle Strategy
On-siteWest Bend, Wisconsin, United States
Job Summary
Develop lifecycle strategies spanning onboarding, activation, engagement, retention, and win-back to drive measurable improvements in activation rates, LTV, and NPS. Champion personalized member experiences by leveraging data and segmentation to move beyond bulk communications, partnering with cross-functional teams to align initiatives like training programs and chapter groups into a cohesive journey. Represent the member's voice in planning and design while advocating for experiences that support the self-defense and preparedness lifestyle. Prioritize work based on performance data and forecast outcomes to ensure business initiatives deliver clear, impactful results.
Required Qualifications
- 7+ years of experience in lifecycle marketing, member experience, customer engagement, retention marketing, CRM strategy, subscription growth, or a related field
- Demonstrated ownership of activation, engagement, retention, churn, LTV, NPS, or similar lifecycle KPIs
- Strong understanding of personalization, segmentation, lifecycle journeys, behavioral triggers, and customer/member engagement strategy
- Strong understanding of AB Test methodologies and measurement plans that prove incrementality
- Functional experience with enterprise marketing automation platforms and customer data tools such as Braze, Salesforce, etc.
- Proven ability to use data to identify opportunities, prioritize work, measure performance, and improve business outcomes
- Experience building lifecycle strategies that move beyond bulk communications and support more personalized member or customer experiences
- Experience influencing cross-functional teams without direct authority
- Strong communication skills with the ability to translate complex strategy into clear priorities, plans, and recommendations
- Ability to move quickly, stay focused, and prioritize the work most likely to impact key business and member outcomes
Desired Qualifications
- Experience working in a subscription, membership, SaaS, direct-to-consumer, financial services, insurance, training, education, community, or recurring revenue business strongly preferred
- Genuine interest in, understanding of, or personal connection to the concealed carry, self-defense, preparedness, or training lifestyle strongly preferred
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