Director, Lifecycle & Retention

We are looking for a Director of Lifecycle & Retention to lead the delivery of an excellent customer experience across our multi-sided marketplace. In this role, you’ll own retention and lifecycle marketing - accountable for both strategy and execution. You will develop learning agendas, partner on advanced measurement approaches, and ensure that every initiative delivers clear, measurable impact and business growth through excellent experiences. You will work closely with Product, Engineering, Customer service, Finance, and Creative to build strategies with alignment, accelerate performance outcomes, and bring the right message to the right customer at the right time. You will also oversee our lifecycle team and lead cross-functional initiatives that strengthen our approach to engagement, cohort health, and long-term retention. The ideal candidate is a seasoned lifecycle and retention leader who is deeply customer obsessed, with strong analytical instincts and a bias for action, fluency across CRM and lifecycle tooling, and a track record of turning insights into scaled, measurable business growth. You are equally versed in how to design marketing programs and in how to influence product decisions through how deeply you learn about customer behavior. You bring structure to complexity and know how to guide teams toward rigor, clarity, and meaningful performance outcomes.

Responsibilities

Develop the strategy and roadmap for retention & lifecycle marketing across our customer journeys, spanning onboarding to long term loyalty loops; Create and manage learning agendas and experiment frameworks that validate performance and inform prioritization; Build and own retention measurement and data in partnership with Data and Finance, including cohort analysis, LTV modeling, churn prediction, and attribution mapping; Own lifecycle channels and messaging systems (email, push, in-app, SMS, and emerging formats), ensuring the right participant is reached with the right message at the right moment; Lead and develop a world-class lifecycle and retention org; Collaborate deeply with product and engineering teams to inform the roadmap, improve signal quality, and build the tracking and infrastructure that lifecycle programs depend on; Partner with Product, Creative, Data, and Finance teams to set shared objectives, align on learning agendas, and drive accountability against measurable business growth; Evaluate customer-level and cohort-level insights to guide optimization, product decisions, and resource investment - and ultimately drive improved customer outcomes; Lead cross-functional reviews, planning cycles, and post-mortems to ensure the organization has clear visibility into results and is operating strategically; Develop scalable systems, documentation, and workflows that support transparency, efficiency, and improved results; Stay current with lifecycle trends, measurement standards, and platform capabilities to identify new opportunities for engagement and efficiency

Requirements

10+ years of experience in lifecycle marketing, retention, or CRM, ideally within a consumer marketplace and/or a high-growth performance-driven organization; A proven track record of building and scaling lifecycle programs across multiple audiences that drive measurable business outcomes; Demonstrated expertise with cohort analysis, LTV and churn modeling, experimentation, attribution frameworks, and lifecycle and CRM platforms; Strong analytical capabilities and the ability to translate data into actionable insights and clear recommendations; Experience informing product decisions and partnering closely with product and engineering teams to ship against a shared roadmap; A genuine obsession with the customer and a habit of grounding every decision in participant behavior and needs; A strategic and operational mindset, with the ability to set long-term direction while executing near-term objectives; Exceptional communication, collaboration, and stakeholder management skills across technical and non-technical teams; A steady, proactive, solutions-oriented approach when navigating ambiguity or competing priorities; A relentless focus on measurable impact and driving real, durable business growth

Benefits

Health Benefits: Comprehensive medical, dental, vision, life, and disability coverage; Grow for Grow: No cost access to therapy through the Grow platform (available to US employees); Financial Wellness: Retirement savings programs and equity opportunities to help you invest in your future; Flexible Time Off, Paid Holidays & Winter Break: Flexible time off, company paid holidays (which vary by country), and a full company wide Winter Break to rest and recharge; Parental Leave: Up to 18 weeks of paid parental leave to support you and your growing family and a new child stipend; Mental Health Mornings/Afternoons: Dedicated weekly flexible time for self care, whether that's therapy, exercise, journaling, time with family, or simply taking a break; Wellness & Development Stipend: Annual stipend to support your personal wellbeing and professional growth, from fitness and education to books and learning resources; Commuter Benefits: Pre tax commuter benefits to support teammates working from one of our hub locations; Home Office & Meals: Support for your home workspace plus meal benefits, with offerings tailored to both remote and hub based employees; Additional Perks: A variety of wellbeing benefits, including wellness memberships, virtual care, pet insurance discounts (where available), and global travel assistance