Head of Lifecycle & Customer Experience
Core
Senior lifecycle and customer experience leader owning the entire customer journey beyond the first purchase across two direct-to-consumer brands, shaping subscription strategy and reducing churn.
Role type
Senior IC lifecycle & customer experience leader
Builds
Subscription programs, retention initiatives, email/SMS marketing flows, and customer support operations
Domain
Direct-to-consumer retail / Subscription management
Required skills
Subscription growth strategy, churn reduction, save strategies, cohort analysis, MRR management, email/SMS marketing, lifecycle marketing platforms, subscription management platforms, team leadership, retention agency management, data analysis, A/B testing, commercial judgment
Preferred skills
Experience scaling to nine-figure revenue, founder collaboration
Technologies
Klaviyo, Loop
Responsibilities
Lead subscription programs across both brands, develop and test retention initiatives, own email and SMS marketing strategy, build and optimize the complete customer lifecycle, improve the post-purchase experience, lead the customer experience function, track subscription performance metrics, establish testing and optimization processes, collaborate with growth and brand leadership, lead regular retention performance reviews
Seniority
Senior, hands-on IC