Director, Customer Lifecycle & Retention

Overview

Required skills & experience: • Minimum of 6-8 years in a lifecycle and or retention role • Minimum of 3 years leading a team • Understanding technological elements of marketing automation • Proven success at scaling a retention program, ideally for a direct to consumer brand • Deep understanding of lifecycle marketing, including key KPIs such as repeat rates, LTV:CAC, LTV triggers, and more. • Experience with segmentation and automation • Innovative: Vision for the future of activation and retention through automation and personalization based on prior experience • Data-driven leader: can run deep analysis and make recommendations based on data • Demonstrated success working cross-functionally with product, brand and analytics • Nice to have: Managed retention for a subscription program What you need to know: • We are looking for an experienced Customer Lifecycle & Retention leader to drive our retention strategy for our consumer business. • This role will be responsible for owning and scaling the current retention marketing program including email, membership growth and management, SMS, direct mail, retargeting and more. • Optimize and scale personalization and testing strategies in all channels, both to drive first purchase conversion and retention. • Leverage behavioral and attribute level data to segment our customer base and drive personalization and LTV optimization. • Hyper analysis and understanding of full customer lifecycle, from marketing to shipping to customer care touchpoints to form an empathetic passion for the customer journey. • Work with the data team to create LTV, cohort modeling to help inform tactics and strategy. • Rigorously test and iterate on audiences, send times and channel optimization • Analyze key drivers of retention to inform strategies and programs • Partner with the product team to optimize and expand new business models inclusive of subscription and membership programs • Develop insights and reporting structures to inform strategies above • Lead, motivate and grow team of lifecycle marketers • Evolve programs and strategies to respond to consumer insights in partnership with our insights team.

Benefits

Company

We believe that health tests shouldn’t be hard to get – or hard to understand. Our experience is simple. You order one of our kits online, you collect your sample from home and return it via pre-paid mail to one of our fully-certified partner laboratories. A board-certified physician in your state will review and validate your results before you get them. We provide a complete, easy-to-read results report online in just a few days. Our comprehensive tests measure key biomarkers through samples that are collected in the comfort of your home. We empower individuals by providing easy access to health data. We are proud to offer 30+ consumer-initiated, regulatory-compliant tests…without a lab visit.