Head of Lifecycle Marketing & Customer Orchestration
Job Description
We are building the next generation of lifecycle marketing powered by intelligence, personalization, AI, and real-time customer behavior rather than static campaigns and scheduled email blasts.
We are looking for a transformational leader to redefine how customers experience our brand across every stage of their journey from conversion, onboarding, and activation to LTV expansion, cross-sell, upsell, and winback.
You will lead the evolution from campaign-based marketing to an AI-driven, event-powered customer engagement model that delivers personalized experiences in real time.
Instead of asking:
“What campaign should we launch next month?”
You’ll help us answer:
“What is the next best action for this customer right now?”
The future of lifecycle marketing is:
- real-time
- predictive
- adaptive
- deeply personalized
- continuously optimized
- AI-enabled and embedded directly into the customer experience
What You'll Own
- Architect and scale a modern lifecycle ecosystem: Connect behavioral data, customer intelligence, AI-driven decisioning, and omnichannel engagement.
- Lead strategy and execution across:
- onboarding and activation journeys
- product adoption
- engagement and retention
- cross-sell and upsell
- cart abandonment
- churn prevention
- winback and reactivation
- Build systems that dynamically respond to:
- customer behaviors
- product usage
- engagement signals
- predictive scores
- real-time customer events
- Build Intelligent Lifecycle Experiences: Design adaptive customer journeys that evolve in real time based on behavioral signals, customer intent, and predictive intelligence.
- Lead AI-Driven Customer Intelligence: Partner with Marketing Data Science to operationalize predictive and behavioral intelligence that powers real-time customer engagement.
- Drive capabilities including:
- propensity modeling
- churn prediction
- next-best-action frameworks
- predictive segmentation such as engagement score
- behavioral scoring
- experimentation and optimization frameworks
- Build the intelligence layer that enables personalized lifecycle engagement at scale.
- Lead AI-Powered Creative Personalization & Optimization: Partner closely with Creative and Brand teams to transform how personalized customer experiences are created, tested, and optimized.
- Leverage AI and real-time customer signals to:
- dynamically tailor messaging and creative
- accelerate creative testing and learning cycles
- automate content personalization across channels
- optimize engagement based on behavior and intent
- evolve from static campaign assets to adaptive customer experiences
- Help build a continuously learning creative ecosystem powered by data, experimentation, and AI.
- Transform Lifecycle Marketing Infrastructure: Partner with our martech and customer data team to enable:
- event-driven orchestration
- in-product engagement
- real-time segmentation
- cross-channel activation
- AI-assisted optimization
- Drive Measurable Business Growth: Own and optimize lifecycle KPIs across:
- customer activation and engagement
- improve customer lifetime value (LTV)
- expansion revenue - cross-sell and upsell performance
- products per customer
- winback
- new customer conversion
- Build the Future Operating Model: Establish new ways of working where lifecycle marketing becomes:
- always-on
- customer-centric
- data-driven
- product-connected
- AI-assisted
- continuously learning and optimizing