Lifecycle & CRM Strategy Leader

Role Overview:

We're seeking a senior lifecycle and CRM leader to build a coordinated customer-growth capability for a digital-presence services business serving entrepreneurs, small businesses, freelancers, and customers building and managing an online presence.

Roles and Responsibilities:

• Assess the end-to-end digital-presence lifecycle, from domain search and purchase through setup, activation, renewal, win-back, and expansion.
• Build the lifecycle strategy and roadmap, including lifecycle stages, customer and business outcomes, and a sequenced plan.
• Design high-value customer journeys for onboarding, service activation, renewal preparation, lapse prevention, retention, and win-back.
• Advance segmentation and trigger strategy using customer profile, service, billing, and engagement signals.
• Connect CRM, service, and channel data across email, web, account experiences, and service interactions.
• Improve personalization and next-best-action decisions across the customer lifecycle.
• Establish experimentation and measurement, including baselines, test plans, controls, and incremental commercial impact.
• Create the lifecycle operating model, clarifying decision rights, ownership, prioritization, and reporting across functions.
• Move the first wave of journeys into delivery, including journey maps, briefs, and a prioritized backlog.
• Build sustainable internal capability through reusable frameworks, governance, and documentation.

Qualifications:

• Approximately 15+ years across lifecycle marketing, CRM, retention, customer engagement, marketing automation, customer journey, or growth CRM.
• Senior Director or VP-level experience advising executives and influencing cross-functional decisions.
• Experience building a lifecycle capability from a low-maturity starting point.
• Deep experience with recurring-revenue digital services such as domain registration, web hosting, website building, professional email, online security, or digital marketing.
• Ability to connect customer strategy with data, identity, consent, marketing technology, and measurement.
• Fluency in segmentation, event-based triggers, journey orchestration, personalization, experimentation, and incremental measurement.
• Availability for a fully remote, full-time contract engagement aligned to Pacific Time working hours.

Additional Information:

Applicants must be legally authorized to work in the United States at the time of application and throughout their employment. This position is not eligible for employment visa sponsorship now or in the future.