Sr Manager Customer Lifecycle and Engagement

About the role

The Senior Manager, Customer Lifecycle & Experience will lead retention, repeat purchase, and customer lifetime value initiatives across the post-acquisition customer journey. This role oversees lifecycle strategy across email, SMS, loyalty, subscription, and customer service, with a focus on driving measurable revenue and retention impact. This person will partner closely with Growth, Analytics, Finance, and Brand to improve customer engagement, optimize lifecycle performance, and support long-term customer value.

Key Responsibilities

• Manage customer lifecycle strategy across email, SMS, loyalty, subscription, and service touchpoints
• Drive retention, repeat rate, and customer lifetime value through testing and optimization
• Improve subscription performance, including churn reduction and retention offers
• Partner with loyalty strategy to focus on engagement, participation, and ROI
• Partner with customer service to enhance the experience and align support with retention goals
• Track lifecycle KPIs and translate performance insights into action
• Align lifecycle initiatives with launches, promotions, and key business moments

Qualifications

• 5+ years of experience in CRM, retention, or customer lifecycle marketing, ideally within DTC or subscription brands
• Experience driving retention, repeat purchase, and customer lifetime value
• Hands-on knowledge of platforms such as Klaviyo, Zendesk, Shopify, and related tools
• Strong analytical skills and comfort working with performance metrics
• Ability to manage multiple priorities in a lean, fast-moving environment
• Interest in beauty, wellness, or consumer subscription businesses preferred