Director of Customer Lifecycle Optimization

Job Summary

A company is looking for a Director, Customer Lifecycle Optimization to lead retention strategy and customer insights.

Key Responsibilities

• Own end-to-end retention strategy and identify churn drivers
• Build and scale a centralized Voice of Customer (VOC) program
• Partner with Lifecycle Marketing to drive engagement and identify expansion opportunities

Required Qualifications

• 7-10+ years in retention, lifecycle marketing, customer success, or related fields
• Experience in payments, fintech, SaaS, or merchant acquiring preferred
• Strong analytical and strategic mindset
• Proven ability to drive cross-functional alignment
• Experience building VOC programs and retention frameworks at scale