Customer Lifecycle Manager

Role Overview

We are looking for a Customer Lifecycle Manager to take full ownership of the technical orchestration, automation, and flow logic for both SMS and Email across our portfolio of 10+ aftermarket automotive brands. Operating within EAH’s Marketing Center of Excellence (CoE) hub, your primary goal is to build a high-converting engagement machine.

Key Responsibilities

• SMS Acceleration & Optimization: Serve as the internal champion for mobile messaging; design and scale our text marketing footprint, utilizing rich media (MMS) and next-gen mobile capabilities (like RCS).
• High-Velocity Subscriber Acquisition: Architect and deploy cross-channel list growth strategies (e.g., mobile-optimized pop-ups, check-out integrations, and exclusive social-to-SMS landing pages) to aggressively scale compliant phone opt-ins across the entire portfolio.
• Technical Flow Autonomy: Own the end-to-end automated flow logic, behavioral trigger setups, audience segmentation, and frequency capping.
• Cross-Channel Orchestration: Build sophisticated customer journeys that ensure SMS and Email amplify rather than compete with one another, establishing strict saturation guards to protect list health.
• Operational Enablement: Safeguard agility by ensuring established legacy processes do not block innovation; provide clean, flexible technical frameworks that empower decentralized brand teams to easily deploy audience-relevant copy, rich images, and interactive video assets.
• Conversational Infrastructure: Evaluate, recommend, and configure the technical routing and customer service platform integrations required to scale 2-way SMS interactions in partnership with our CS teams.

Defining Success (What Winning Looks Like)

• SMS Channel Scale Up: Within the first 90 days, you have audited the portfolio, established baseline SMS KPIs, and successfully launched automated SMS capture and rich-media flow triggers (MMS/RCS) across our high-growth brands.
• Frictionless Coexistence: You have successfully integrated SMS marketing into the heavy broadcast email schedules of the "Harvest" banners without causing spikes in opt-outs or list fatigue, proving that both channels can run symmetrically.
• Explosive List Growth: You have turned a stagnant subscriber base into an active revenue engine by steadily increasing compliant SMS opt-ins across all banners, hitting aggressive list-growth milestones while maintaining a clean, low-churn database.
• Agile Automation: Your automated flows operate with optimal precision generating steady, predictable revenue loops. Your technical frameworks allow decentralized content teams to easily feed their authentic creative assets (including video and interactive next-gen mobile components) without hitting execution challenges.
• Two-Way Channel Maturity: In the first 6 months, 2-way conversational text infrastructure is fully evaluated with the Customer Service team, ready for implementation.

Requirements

• 4+ years mastering omnichannel retention and customer lifecycle marketing within a multi-brand or high-SKU e-commerce ecosystem.
• Proven Blueprint for SMS Success: A track record of aggressively scaling SMS programs from an underutilized tool into a major revenue driver, treating text, MMS, and emerging RCS protocols as primary engagement vehicles rather than secondary afterthoughts to email.
• Enterprise Tech Stack Mastery: Power-user expertise in enterprise lifecycle and orchestration platforms (specifically Listrak, or tools like Klaviyo and Attentive) alongside a strong working data literacy in GA4, customer analytics, and emerging mobile-messaging tech trends.
• Agile Operational Mindset: A leader who prioritizes speed-to-market and high-converting execution over rigid legacy corporate workflows.
• Devoted to frequency orchestration, clean attribution modeling, and maximizing subscriber LTV.