Customer Lifecycle Director

Lifecycle Strategy:

• Own the end-to-end strategy for the customer lifecycle, ensuring that every stage of the customer journey deepens connection and drives repeat behavior.
• Develop segmentation, personalization, and analytics frameworks that inform lifecycle strategy and measure LTV, repeat rate, and cohort performance.
• Innovate beyond traditional tactics to create memorable experiences.

Loyalty Program:

• Build and launch Lola’s loyalty program, including structure, tiers, benefits, and ongoing engagement.
• Lead the retention and loyalty strategy component of our digital products: the website and mobile app.
• Drive cross-functional alignment with Brand, Product, Ecomm, CX, and Paid Media to ensure a unified customer ecosystem.

Brand Experience:

• Partner closely with Brand and Creative to design storytelling moments, VIP touchpoints, and experiential retention initiatives (events, access, exclusive drops).
• Create experiential, brand-led retention moments, such as events and VIP access, to foster loyalty.
• Collaborate with Brand/Creative teams to blend storytelling with performance.