Head of Customer LifecycleAbout the Role
We are seeking a strategic, data-driven, and customer-obsessed Head of Customer Lifecycle to lead the development and execution of our end-to-end customer lifecycle strategy. This role is responsible for driving customer acquisition, onboarding, retention, loyalty, repurchase, and reactivation initiatives that maximize Customer Lifetime Value (CLV) while delivering exceptional customer experiences.
The ideal candidate combines strong analytical capabilities, CRM expertise, customer-centric thinking, and leadership skills to build scalable lifecycle programs that support sustainable business growth.
Key ResponsibilitiesCustomer Lifecycle Strategy
- Develop and execute the company's customer lifecycle strategy aligned with business objectives.
- Design initiatives focused on acquisition, onboarding, retention, loyalty, repurchase, and customer recovery.
- Identify opportunities to optimize every stage of the customer journey.
- Build customer engagement frameworks that enhance long-term relationships and profitability.
Customer Experience & Retention
- Lead retention and loyalty programs to improve customer satisfaction and engagement.
- Develop customer success initiatives that increase advocacy and repeat purchases.
- Monitor customer experience metrics and implement improvement plans.
- Ensure a seamless and consistent experience across all customer touchpoints.
Data Analytics & Insights
- Analyze customer behavior, segmentation, trends, and purchasing patterns.
- Generate actionable insights to improve lifecycle performance.
- Monitor and optimize key metrics including:
- Customer Lifetime Value (CLV)
- Customer Acquisition Cost (CAC)
- Churn Rate
- Retention Rate
- Net Promoter Score (NPS)
- Repeat Purchase Rate
- Drive data-informed decision-making across the organization.
CRM & Marketing Automation
- Lead CRM strategy and marketing automation initiatives.
- Design automated customer journeys and personalized campaigns.
- Ensure data integrity, governance, and database quality.
- Optimize lifecycle communications through segmentation and personalization.
Cross-Functional Collaboration
- Partner closely with Marketing, E-commerce, Sales, Customer Service, Operations, and Technology teams.
- Align customer experience strategies across all channels.
- Act as the voice of the customer throughout the organization.
Leadership & Team Development
- Lead, mentor, and develop the Customer Lifecycle, CRM, and Retention teams.
- Establish departmental KPIs and performance management processes.
- Foster a customer-centric culture focused on continuous improvement and innovation.
QualificationsEducation
- Bachelor's degree in Marketing, Business Administration, Communications, Industrial Engineering, or a related field.
- MBA or postgraduate studies in Digital Marketing, Customer Experience, Business Analytics, or related disciplines preferred.
Experience
- 7+ years of experience in CRM, Customer Experience, Retention, Loyalty, E-commerce, or Lifecycle Marketing.
- 3+ years of leadership experience managing high-performing teams.
- Proven success developing customer retention and loyalty strategies.
- Experience with marketing automation platforms and customer analytics.
- Previous experience within DTC, Retail, Consumer Goods, or E-commerce environments is highly preferred.
Technical Skills
- Customer Journey Mapping
- CRM Management
- Marketing Automation
- Customer Segmentation & Analytics
- Loyalty & Retention Programs
- Email Marketing & Lifecycle Campaigns
- Data Analysis & Reporting
Preferred Tools
- HubSpot
- Salesforce
- Google Analytics
- Power BI
- Tableau
Core Competencies
- Strategic Thinking
- Customer-Centric Mindset
- Data-Driven Decision Making
- Leadership & Team Development
- Innovation & Continuous Improvement
- Results Orientation
- Cross-Functional Collaboration
Success Metrics (KPIs)
- Increase in Customer Retention Rate
- Growth in Customer Lifetime Value (CLV)
- Reduction in Customer Churn
- Increase in Repeat Purchase Rate
- Improvement in NPS and Customer Satisfaction
- Lifecycle Campaign Engagement
- Loyalty Program ROI
Language Requirements
- English: Advanced to Fluent proficiency (C1-C2 level) required.
- Mandarin Chinese: Advanced proficiency required (spoken and written).
- Ability to conduct business meetings, presentations, negotiations, and written communications in both English and Mandarin.
- Experience working with Chinese suppliers, partners, manufacturers, or business teams is highly preferred.
Job Types: New-Grad, Permanent
Work Location: In person
