MarketPro has partnered with a mission-driven high-growth late-stage startup in search of a Head of Lifecycle Marketing & Retention. This brand is a family of entrepreneurial companies that support an emerging market – the pet industry. Since 2015 this company has been dedicated to building brands that connect pet owners to pet high-quality wellness products and services tailored to benefit pets, pet-owning families and veterinary communities.
As the Head of Lifecycle Marketing & Retention, you will be responsible for developing and executing a comprehensive retention and customer lifecycle strategy that maximizes customer satisfaction, engagement, profitability and increase customer LTV. You’ll lead a team and work cross-functionally to ensure that every touchpoint in the customer journey is optimized for delivering exceptional experiences and building lasting relationships.
Retention Strategy Development
- Collaborate with key stakeholders to develop a data-driven retention strategy that aligns with overall business goals and values.
- Analyze customer behavior and segmentation to identify opportunities for increasing customer loyalty and reducing churn rates.
- Create and manage initiatives that encourage repeat purchases, subscription renewals, and long-term customer relationships.
Customer Lifecycle Management
- Design and implement a holistic customer lifecycle management program, from onboarding to re-engagement.
- Develop personalized communication strategies for each stage of the customer journey, leveraging various channels (email, social media, in-app, etc.).
- Work closely with the Marketing team to align messaging and promotions with specific customer segments and stages.
Customer Insights & Analysis
- Utilize customer data, feedback, and market trends to gain insights into customer preferences, pain points, and satisfaction levels.
- Regularly assess customer satisfaction metrics and KPIs to refine strategies and tactics for continuous improvement.
- Collaborate with Analytics teams to develop dashboards and reports that track the impact of retention efforts.
- Build and lead a high-performing team of retention and lifecycle specialists, fostering a culture of innovation, collaboration, and accountability.
- Provide mentorship, guidance, and professional development opportunities to team members.
- Ensure effective communication and alignment between cross-functional teams, including Marketing, Customer Support, and Product.
- Work closely with Product teams to incorporate customer feedback into product enhancements and feature developments.
- Collaborate with Marketing teams to align customer messaging, promotions, and branding across all touch points.
- Partner with Customer
- Bachelor’s degree in Marketing, Business, or a related field; MBA is a plus.
- Proven experience (7+ years) in retention marketing, customer lifecycle management, or related roles, preferably within the e-commerce industry.
- Has experience with subscription model businesses/services
- Strong analytical skills and experience in utilizing customer data and insights to drive decision-making.
- Exceptional leadership abilities with a track record of building and managing high-performing teams.
- Excellent communication skills, both written and verbal, with the ability to influence and collaborate effectively across departments.
- Strategic mindset with the ability to balance long-term vision with tactical execution.
- Proficiency in utilizing marketing automation tools, customer segmentation platforms, and data analytics tools.
- Must be well-versed and proficient in the following platforms or similar: Shopify, GA4, RetentionX, Klaviyo, Liolty Lion, Survicate.
MarketPro Inc. is the leading high-end marketing executive search firm delivering top-performing innovative marketers. As a team of former marketing professionals, we are uniquely qualified to separate A-players from everyone else. Celebrating our 26th year, we are a certified woman-owned business with headquarters in Atlanta and clients nationwide. Visit us on LinkedIn.