Head of Customer Lifecycle & Loyalty

The Company is seeking a Head of Customer Lifecycle and Loyalty to lead the transformation of new subscribers into long-term, engaged customers. The successful candidate will be responsible for the entire customer journey, from the point of subscription to onboarding and renewal, with a focus on increasing customer retention, usage, and satisfaction. This role is pivotal in the company's digital strategy, particularly in the subscription business, and the Head of Customer Lifecycle and Loyalty will be the key owner of the customer experience post-purchase. Key responsibilities include setting the direction for the customer lifecycle, developing onboarding processes, identifying and mitigating churn risks, and creating loyalty mechanisms. The role also involves leading a team, running systematic experiment programs, and working closely with product, development, and technical teams. Applicants for this role at the company should have a minimum of 5-10 years' experience in CRM, customer dialogue, loyalty, or retention, with a proven track record of results. Experience in subscription-based or digital business models, as well as a strong understanding of churn, renewal, CLV, and cohort analysis, is essential. The ideal candidate will have a background in marketing, economics, technology, or a related field, and be adept at using marketing automation systems and AI. The role requires a leader who is analytical, commercially minded, and able to prioritize effectively. The Head of Customer Lifecycle and Loyalty will be a clear and engaging manager, with excellent communication and collaboration skills, and a strong focus on team development.