User Lifecycle Specialist

About the Role

We are hiring a User Lifecycle Specialist on our Marketing team in New York City. This role plays a crucial part in engaging and retaining our paid subscribers across the US + Canadian market. Developing content to help guide the user through their customer journey, add their family members and identify top users to launch our first ambassador programs. The specialist will work with cross functional teams to develop, test and scale lifecycle strategies across email, in-app, push and SMS.

Your Impact

• Drive Retention & Upsell Strategies: Develop and execute targeted marketing initiatives to increase subscriber retention and drive family member conversions. Identify and test strategies to maximize subscriber lifetime value, ensuring users remain engaged and continue to see value in their membership. Leverage data-driven insights to analyze user behavior and churn trends, proactively addressing pain points and optimizing the subscriber journey.
• Community & Engagement Growth: Lead the Ambassador Program, activating subscribers as advocates through referrals, testimonials, and engagement campaigns. Drive go-to-market strategies for new partner launches, ensuring subscribers stay informed and engaged with what's available to them at Wellhub.
• Data-Driven Decision-Making: Use analytics to measure the impact of engagement initiatives and continuously optimize lifecycle marketing efforts. Conduct A/B testing, campaign iteration, and data-driven decision-making to refine messaging, campaign structures, and engagement tactics.
• Cross-Functional Collaboration: Collaborate with key local stakeholders (Client Success, Product Development, Client Experience, Partners Marketing) and leads from other regions to manage cross-functional initiatives, gather input from local teams, and provide visibility of your work. Build trust and foster a collaborative and fast-paced environment.
• Local Trends and Opportunities: Spearhead campaign innovation by identifying local trends, benchmarking competitors and marketing initiatives from other companies. Prioritize and align implementation internally and externally with the Global structure and local leadership teams.
• Execution and Project Management: Act as a project manager for local initiatives, ensuring end-to-end execution from planning to CRM campaign execution in an agile manner. Follow campaign build best practices within Braze (set up, QA, review) to proactively avoid errors. Comfortably escalate concerns and ask questions to ensure campaigns are set up correctly. Document learnings following Global guidelines.
• Creative Asset Development: Oversee the creation of assets, including CTA, visuals, and copy, maintaining consistency across channels and following marketing (and Gympass) best practices. Be hands-on using existing templates to develop marketing creatives with drag-and-drop tools like Canva, Figma, and Structured Web.
• Live the mission: Inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

Who You Are

• Bachelor's degree in Marketing, Business, Analytics, or a related field
• 3+ years experience in B2C marketing, CRM, or customer lifecycle management
• Proven track record in multi-channel CRM execution (email, SMS, In-app, + push)
• Excellent analytical skills, with a data-driven approach to testing and optimizing customer retention strategies
• Tableau, Looker experience is a plus
• Hands-on experience with CRM tools; ideally Braze or equivalent, lifecycle marketing, marketing automation platforms, and data analysis techniques
• Strong attention to detail both in a project management and campaign development perspective, leveraging tools like Asana
• Demonstrated success in managing and executing marketing campaigns and initiatives
• Experience launching an ambassador or community program, preferred
• Proven track record in project management, strategic planning, and cross-functional collaboration
• Experience in developing playbooks, documentation, and reporting frameworks that drive continuous improvement

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that 3+ years experience in B2C marketing, CRM, or customer lifecycle management is required.

Pay

In New York, California, Colorado, Massachusetts, and Washington, the annual base salary range for this role is $80,000 - $100,000. The base salary range for other locations may vary. Actual base salary will be dependent on geographic location, relevant experience, skills, qualifications and/or other job-related factors. In addition to base salary, this role is eligible to participate in either our annual bonus plan or a sales incentive plan, and our performance-based stock option program.

Benefits

• Wellhub: Free Gold-level membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more. Add up to three family members to your plan.
• Healthcare: Health, dental, and vision insurance. Access to telehealth, care concierge, and an Employee Assistance Program.
• Financial Wellness: 401(k) match, short-term and long-term disability, and life insurance.
• Flexible Schedule: Flexibility for us isn't just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.
• Paid Time Off: Employees receive a minimum of 25 days PTO per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!)
• Paid Parental Leave: Up to 12 weeks 100% paid parental leave to all new parents. For parents giving birth, up to 18 weeks paid leave and a ramp-back period to return part-time while you get settled.
• Career Growth: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
• Culture: You'll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.