Director of Lifecycle – Retention
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Job Description
Director of Lifecycle/Retention leading customer engagement and retention strategies for a retail energy company. Collaborating cross-functionally to enhance customer experience while managing lifecycle growth.
Responsibilities:
- Own lifecycle strategy across onboarding, engagement, retention, renewals, and reactivation
- Lead CRM and customer communication channels, including email, SMS, push, and in-product messaging
- Build segmentation, personalization, and behavioral targeting strategies across the customer lifecycle.
- Develop customer journey mapping and lifecycle analytics frameworks
- Develop retention and renewal strategies designed to improve customer tenure and reduce voluntary churn
- Drive experimentation and optimization initiatives across onboarding, engagement, billing, retention, and renewal journeys
- Partner with Product, Analytics, Customer Experience, and Operations teams to translate customer insights into scalable engagement and retention programs
- Build lifecycle programs that help customers better understand energy usage, costs, savings opportunities, and plan value
- Establish reporting, KPIs, cohort analysis, and retention performance measurement across the lifecycle funnel
- Lead customer lifetime value optimization efforts, including upsell, cross-sell, and loyalty initiatives
- Ensure customer communications align with regulatory, operational, and brand standards
Requirements:
- 7–12+ years of experience in lifecycle marketing, CRM, retention, customer engagement, or growth-focused roles.
- Strong experience building and scaling lifecycle programs in subscription, telecom, utilities, fintech, membership, marketplace, or other data-driven consumer businesses.
- Experience in retail energy, utilities, or telco is a meaningful plus.
- Deep understanding of customer segmentation, behavioral analytics, personalization, and retention strategy.
- Strong experimentation mindset with experience running A/B and multivariate testing programs.
- Experience with CRM and lifecycle marketing platforms such as Braze, Iterable, or similar tools.
- Strong analytical capabilities with experience in retention metrics, cohort analysis, churn reduction, and LTV modeling.
- Ability to balance strategic thinking with hands-on execution in a fast-moving environment.
- Strong cross-functional collaboration and stakeholder management skills.
- Strong AI fluency and curiosity, with experience leveraging AI-driven tools and automation to improve lifecycle operations, customer personalization, experimentation velocity, and team efficiency.
Benefits:
- Competitive compensation and benefits package
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