Head of Lifecycle & Retention

The first purchase is the beginning of the customer relationship. We are looking for a lifecycle leader who can help clients make the next interaction more useful, the next purchase more likely and the overall customer economics stronger.

Remote (United States) or in person in Los Angeles Full-Time $120,000–$150,000 base Senior leadership Hands-on leadership

The first purchase is the beginning of the customer relationship. We are looking for a lifecycle leader who can help clients make the next interaction more useful, the next purchase more likely and the overall customer economics stronger.

You will build and lead email, SMS and retention programs across the brands we serve. That means getting the foundations right, understanding each purchase cycle and bringing campaigns, flows, creative and data into one coherent plan.

This is a hands-on leadership role for someone who can connect strategy to execution. You should be as comfortable diagnosing a broken flow as explaining why a retention opportunity deserves priority over another promotion.

MISSION & SCOPE

Build lifecycle programs that help clients convert, retain and grow customers with disciplined economics and useful communication.

Scope: Email, SMS and customer lifecycle services across AC client brands

WHAT YOU WILL OWN

Build the system.
Raise the standard.

• Lifecycle audits and prioritized roadmaps across acquisition capture, welcome, post-purchase, replenishment, win-back and relevant subscription journeys.
• Campaign calendars, segmentation and automation strategy tied to each client's purchase cycle.
• Tracking, consent, suppression, deliverability and technical readiness with appropriate specialists.
• Creative briefs and QA for email/SMS execution.
• Measurement of cohort repeat purchase, retention, contribution and incremental value where testing permits.
• Reusable service playbooks and coaching for lifecycle execution.
• Coordinate lifecycle priorities with paid acquisition and relevant conversion work so the customer journey feels consistent.
• Coach and review lifecycle execution, including test design, message quality, implementation and post-launch checks.

SCOPE BOUNDARIES

• Paid media leaders own acquisition execution; this role shares customer-value insights and coordinated plans.
• CSMs own the client communication cadence and approvals.
• Creative leadership supports shared quality standards while lifecycle owns channel logic and strategy.
• Distinguish attributed revenue from incremental impact, and evaluate promotions against margin and long-term customer value.
• Follow approved standards for customer data and consent, and work with the appropriate specialists when requirements need clarification.

FIRST 90 DAYS

Learn. Build.
Prove the change.

Days 1–30

• Audit lifecycle readiness and performance for an initial defined client group.
• Map customer journeys, consent states, technical gaps and baseline metrics.
• Prioritize by customer impact and expected contribution rather than send volume.

Days 31–60

• Fix the most material foundational flows and tracking or deliverability gaps.
• Put a coordinated campaign calendar and testing plan into operation.
• Establish a consistent lifecycle reporting view shared with acquisition.

Days 61–90

• Show measured improvement against agreed baselines, with attribution limitations clear.
• Package repeatable audit, launch, QA and reporting standards.
• Present the next quarter's customer-value roadmap by client priority.

WHAT YOU WILL BRING

Skill, judgment,
follow-through.

Lifecycle leadership

Senior lifecycle leadership for ecommerce, subscription or relevant consumer brands.

Platform expertise

Hands-on expertise in email/SMS platforms such as Klaviyo and the integrations supporting them.

Evidence of improving customer outcomes with segmentation, experimentation and deliverability discipline.

Commercial judgment

Ability to coach specialists and connect channel plans to margin, purchase frequency and payback economics.

Strong working knowledge of consent handling, suppression logic, deliverability and appropriate customer-data use.

Experience planning lifecycle work across multiple clients or brands while keeping priorities and reporting clear.

COMPENSATION

Clear terms.

$120,000–$150,000 annual base salary. Final base compensation within this range depends on experience.