Director of Customer Lifecycle - Marketing

Overview
The Director of Customer Lifecycle will oversee the full customer journey-Think, Shop, Buy, Own-focusing on creating a unified vision for lifecycle management while driving customer engagement, loyalty, and revenue growth. This role combines strategic vision-setting with tactical execution across email marketing, personalization and A/B testing, and detailed journey mapping. The ideal candidate will build and implement innovative strategies to optimize digital and omnichannel customer interactions, delivering seamless, personalized experiences that align with business objectives.

This is a Monday-Friday onsite position out of Englewood Cliffs, NJ. We will pay for relocation if needed.

Key Responsibilities

Lifecycle Vision & Roadmap

• Define a clear, forward-thinking vision for the customer lifecycle.
• Build a comprehensive roadmap for the customer lifecycle, outlining key initiatives, milestones, and measurable outcomes for each lifecycle stage.
• Partner with cross-functional to ensure lifecycle strategies are fully integrated across all touchpoints.
• Stay informed about emerging trends, tools, and technologies to continually refine and innovate the lifecycle approach.
• Establish metrics and KPIs for lifecycle success, using data-driven insights to regularly evaluate progress and adapt the strategy as needed.
• Champion the voice of the customer, ensuring lifecycle initiatives are centered around delivering value, satisfaction, and loyalty.

Email Strategy & Operations

• Design and execute email marketing strategies that support the broader lifecycle vision and drive engagement at each stage.
• Oversee the end-to-end development of email campaigns, from ideation to execution, ensuring consistency and effectiveness.
• Build and optimize automation workflows to deliver timely, relevant messages based on customer behavior and segmentation.
• Collaborate with creative and marketing teams to produce compelling, customer-centric email content and designs.
• Analyze email performance metrics (e.g., open rates, CTRs, conversions) and implement strategies to improve results continuously.

Personalization & A/B Testing

• Develop and implement strategies to deliver hyper-personalized experiences across digital and omnichannel touchpoints, leveraging data and insights.
• Establish and manage a robust A/B testing framework to evaluate and optimize customer-facing content, features, and engagement tactics.
• Use behavioral and transactional data to inform personalization efforts, creating targeted experiences that increase satisfaction and conversions.
• Regularly review and refine testing methodologies to ensure maximum impact and alignment with lifecycle goals.

End-to-End Journey Mapping

• Lead the development of comprehensive customer journey maps to identify pain points, opportunities, and areas for optimization.
• Collaborate with UX/UI, product, and marketing teams to design consistent, seamless experiences across web, app, email, and offline channels.
• Leverage feedback mechanisms (e.g., NPS, CSAT) to gather actionable insights for improving customer touchpoints.
• Define and monitor KPIs for each stage of the customer journey, aligning these metrics with broader business objectives.
• Continuously refine journey mapping processes to adapt to changing customer needs and expectations.

Qualifications

• Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
• 10+ years of experience in customer lifecycle management, digital strategy, or a similar role.
• Proven expertise in building and executing lifecycle visions and roadmaps.
• Deep knowledge of email marketing, personalization, A/B testing, and customer journey mapping.
• Strong analytical skills with a data-driven approach to strategy development.
• Proficiency in tools such as Google Analytics, CRM platforms, marketing automation software, and journey mapping tools.
• Excellent leadership and collaboration skills, with experience managing cross-functional teams.

Preferred Skills

• Experience with e-commerce platforms and site optimization.
• Familiarity with personalization platforms and emerging technologies in lifecycle marketing.
• Knowledge of customer feedback mechanisms (e.g., NPS, CSAT) and their application for continuous improvement.