Lola Blankets is looking for a Customer Lifecycle Director to redefine retention for our premium, emotionally resonant brand. You will architect the full post-purchase journey, combining data, brand storytelling, and community-building to create memorable experiences that cultivate lifelong advocates.
What You'll Do
- Own the end-to-end lifecycle strategy to deepen customer connection and drive repeat behavior.
- Build and launch Lola’s loyalty program, including its structure, tiers, benefits, and engagement.
- Lead the retention and loyalty strategy component of our digital products (website and mobile app).
- Partner closely with Brand and Creative to design storytelling moments, VIP touchpoints, and experiential initiatives (events, exclusive drops).
- Develop segmentation, personalization, and analytics frameworks to inform strategy and measure LTV, repeat rate, and cohort performance.
- Lead lifecycle channels (email, SMS, direct mail) and manage the CRM/loyalty tech stack while innovating beyond traditional tactics.
- Manage the Sr. Retention Marketing Manager and future retention associates.
- Drive cross-functional alignment with Brand, Product, Ecomm, CX, and Paid Media to ensure a unified customer ecosystem.
What We're Looking For
- 7+ years in lifecycle, retention, or loyalty marketing at a high-growth DTC brand, luxury brand, or top-tier agency.
- 3+ years of management experience.
- Direct experience building or operating successful loyalty programs or community-driven customer ecosystems.
- Proven ability to create experiential, brand-led retention moments (events, VIP access, exclusive offerings).
- Strong collaboration skills with Brand/Creative teams and an ability to blend storytelling with performance.
- Strong analytical skills—expertise in segmentation, cohort analysis, and LTV-based strategy.
- Track record of owning the lifecycle roadmap and delivering measurable improvements in repeat purchase and retention.
Benefits & Compensation
- 21 days paid vacation plus most federal holidays.
- Comprehensive health, dental, and vision coverage.
- 16 weeks paid birth parent leave; 8 weeks for non-birth parents.
- 55% off Lola Blankets for friends and family.
- Opportunities for career growth and leadership as the company scales.
