Director, Lifecycle & Retention

About the role

We are looking for a Director of Lifecycle & Retention to lead the delivery of an excellent customer experience across our multi-sided marketplace. In this role, you’ll own retention and lifecycle marketing - accountable for both strategy and execution.

Responsibilities

• Develop the strategy and roadmap for retention & lifecycle marketing across our customer journeys, spanning onboarding to long term loyalty loops.
• Create and manage learning agendas and experiment frameworks that validate performance and inform prioritization.
• Build and own retention measurement and data in partnership with Data and Finance, including cohort analysis, LTV modeling, churn prediction, and attribution mapping.
• Own lifecycle channels and messaging systems (email, push, in-app, SMS, and emerging formats), ensuring the right participant is reached with the right message at the right moment.
• Lead and develop a world-class lifecycle and retention org.
• Collaborate deeply with product and engineering teams to inform the roadmap, improve signal quality, and build the tracking and infrastructure that lifecycle programs depend on.
• Partner with Product, Creative, Data, and Finance teams to set shared objectives, align on learning agendas, and drive accountability against measurable business growth.
• Evaluate customer-level and cohort-level insights to guide optimization, product decisions, and resource investment - and ultimately drive improved customer outcomes.
• Lead cross-functional reviews, planning cycles, and post-mortems to ensure the organization has clear visibility into results and is operating strategically.
• Develop scalable systems, documentation, and workflows that support transparency, efficiency, and improved results.
• Stay current with lifecycle trends, measurement standards, and platform capabilities to identify new opportunities for engagement and efficiency.

Requirements

The ideal candidate is a seasoned lifecycle and retention leader who is deeply customer obsessed, with strong analytical instincts and a bias for action, fluency across CRM and lifecycle tooling, and a track record of turning insights into scaled, measurable business growth.

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.

Skills

• Strategic and operational mindset.
• Fluency across CRM and lifecycle tooling.
• 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 steady, proactive, solutions-oriented approach when navigating ambiguity or competing priorities.
• A relentless focus on measurable impact and driving real, durable business growth.

Benefits

• Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage.
• Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend.
• Financial Wellness: 401(k) program and equity opportunities.
• Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees.
• Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week.
• Wellness & Development: Annual stipends to put towards personal & professional growth.
• Mental & Physical Health Support: No-cost access to therapy through the Grow platform, weekly flexible hours for self-care (“Mental Health Mornings/Afternoons”) and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace).
• Pet insurance discounts.
• Commuter benefits.
• Global travel assistance.

Pay

The base compensation range for this position is: $189,000 - $231,000 USD Annually

Schedule

This role is hybrid (onsite from our NYC hub location three days per week: Tuesday, Wednesday, Thursday). Arrangements include travel 2–3 times per year (e.g., company and department offsites).