Retention and Lifecycle Lead

Retention and Lifecycle Lead Remote (US) | Full-time | $150,000 - $200,000 base plus performance bonus About Adtechnacity Adtechnacity builds and operates successful direct-to-consumer digital products, including a personalized song gift product. Our products combine technology, creativity, and customer insight to deliver distinctive consumer experiences at scale. We have built a substantial customer base and a strong customer-acquisition engine. Our next opportunity is to develop a world-class retention program that increases repeat purchases, strengthens customer relationships, and expands customer lifetime value. We are looking for a senior retention leader to own that opportunity. The Role The Retention and Lifecycle Lead will own the customer lifecycle after a consumer's first interaction with one of our digital products. This includes email, SMS, WhatsApp, and emerging lifecycle channels across the international markets we serve. This is a senior individual contributor role. You will own the program end to end and do the work yourself, with engineering and AI tools behind you. There is no team to manage at the start. This is not a campaign-scheduling position. You will be the strategic owner of our lifecycle program, accountable for repeat purchase, customer lifetime value, incremental CRM revenue, customer experience, quality assurance, and responsible international messaging. You will combine strategic judgment with hands-on expertise across our whole messaging stack, which today includes Klaviyo, Resend, and Twilio, and you will shape what it becomes next. You will work closely with leadership, engineering, analytics, creative partners, and AI-assisted workflows to turn customer data into relevant and measurable experiences. Why This Role Scale: $XXXM in annual revenue and XM+ customers across a growing list of countries in North America, Europe, Asia-Pacific, and Latin America. Audience: an email, SMS, and WhatsApp audience of XM+ contacts. Pace: new markets and languages launch every few weeks, so you will see the results of your work quickly. Room to build: much of the lifecycle program is still to be built. You will design it, not inherit it. Room to grow: there is room to build a team as results justify it. Access: you report directly to company leadership. Decisions take days, not quarters. Data: clean, order-level customer data you can query in plain English with AI tools, plus engineers who add the events and tracking you need. No SQL required. AI-first tools: access to the most advanced AI models and tools, both enterprise and built in-house. Our engineering, customer service, and CX already run on AI agents and automation, and you will use the same tools to move faster than a traditional CRM team. Upside: a performance bonus tied to the real value you add across CRM and customer experience: incremental revenue, repeat purchase, lifetime value, and fewer refunds and disputes. Measured by true lift, not attributed credit. What You Will Own Develop and lead the global retention and lifecycle strategy for a successful DTC digital product. Improve first-to-second-purchase conversion, repeat purchase rate, customer lifetime value, and time between purchases. Identify and build event-, milestone-, and behavior-triggered lifecycle opportunities. Design and optimize welcome, post-purchase, browse-abandonment, cart, win-back, second-purchase, review, referral, and reactivation programs. Own lifecycle messaging across email, SMS, WhatsApp, and potentially RCS and push. Own the lifecycle technology stack (today Klaviyo, Resend, and Twilio) and decide what to add, change, consolidate, or build with engineering. Establish meaningful customer segmentation based on purchase behavior, product interaction, lifecycle stage, customer value, engagement, and market. Design holdout and incrementality tests that distinguish revenue caused by CRM from revenue merely attributed to it. Build reporting around cohorts, revenue per recipient, contribution margin, repeat rate, and customer lifetime value. Partner with engineering on custom events, backend data, integrations, and lifecycle triggers. Answer customer and retention questions directly from the data, using AI tools to query and analyze it. Direct AI-assisted production and analysis while maintaining strong human review and quality controls. Connect lifecycle messaging with our AI-powered customer service and CX automation, so every message and support conversation feels like one experience. Create launch checklists and monitoring processes that catch broken links, incorrect audiences, inaccurate offers, and other errors before or immediately after launch. Coordinate with legal counsel and internal stakeholders on consent, transactional messaging, opt-outs, and market-specific requirements. Communicate priorities, findings, risks, and commercial results clearly to company leadership. What Success Looks Like During the first 90 days, you will be expected to: Audit the existing lifecycle program, customer data, measurement, deliverability, and QA processes. Establish baseline retention metrics and a prioritized lifecycle roadmap. Launch the foundation of an event-driven retention program with an appropriate holdout group. Improve customer data capture and launch an effective welcome program. Launch or materially improve second-purchase and win-back journeys. Establish incrementality reporting for priority lifecycle programs. Complete a market-by-market messaging and consent review in partnership with counsel. Implement a written, repeatable QA process for human- and AI-produced work. What We Are Looking For Significant senior-level experience owning lifecycle, CRM, retention, or customer marketing for a digital B2C, DTC, ecommerce, subscription, marketplace, or consumer technology business. Advanced, hands-on experience with CRM and messaging platforms such as Klaviyo, Resend, Twilio, Braze, Iterable, or Customer.io, including custom events, segments, flows, experimentation, deliverability, and integrations. You pick tools for what the program needs, not the other way around. A record of improving repeat purchase, retention, customer lifetime value, or incremental contribution, not just opens, clicks, or attributed revenue. Experience designing A/B tests, holdout tests, and lifecycle measurement frameworks. Strong analytical skills and comfort working directly with customer- and order-level data. You do not need to write SQL by hand, but you do need to spot when an answer looks wrong. Experience with SMS and WhatsApp lifecycle marketing. Practical experience operating across multiple countries and consent regimes. Comfort collaborating with engineers on data models, APIs, custom events, and technical troubleshooting. Experience using AI tools or agents while independently validating their reasoning and output. Strong written and spoken English. Excellent judgment, attention to detail, and the ability to thrive in a lean, fast-moving company. Particularly Valuable Experience Event-, reminder-, or milestone-triggered lifecycle programs. Personalized, configurable, or digitally delivered consumer products. Messaging programs in East and Southeast Asia (especially China, Korea, and Japan), South America, the UK and EU, North America, and Australia. Customer research, loyalty, referral, and review programs. International expansion and localization. Running lifecycle programs across more than one messaging platform, and using AI-assisted CRM tools. Compensation For a US-based hire, the anticipated base salary range is $150,000 - $200,000, plus a performance bonus. Compensation for candidates in other countries will reflect experience, location, employment structure, and market conditions. How to Apply Apply on LinkedIn with your résumé or LinkedIn profile, then email your short answers (75 words max each) to melisa@adtechnacity.com with the subject line "Retention and Lifecycle Lead application". Applications without specific companies and numbers will not be reviewed. Name the company where you owned a lifecycle program, your title, and the company's annual revenue range ($XM, $XXM, or $XXXM). What did you own? Give the before and after numbers for one result you personally caused, and explain how you proved it would not have happened anyway. Tell us about a specific mistake made by an AI tool, teammate, or automation: which tool or process, what broke, and how you caught and fixed it. Name a manager or peer from that company who can confirm this result. We will only contact them if you are a finalist. Send a 2 to 3 minute Loom or screen recording walking us through a lifecycle program you built. Blur any private numbers.