Customer Lifecycle Manager

Position Overview:
The Customer Lifecycle Manager will lead initiatives that drive customer engagement, retention, and growth across the entire customer lifecycle. This role will be responsible for building and executing data-driven strategies that strengthen customer relationships, improve satisfaction, and maximize lifetime value. The ideal candidate combines customer-centric thinking with analytical expertise and cross-functional collaboration skills.

Responsibilities:

Lifecycle Strategy & Programs

• Develop and manage customer lifecycle strategies across onboarding, engagement, first-to-second purchase, retention, reactivation, and win-back.
• Maintain a lifecycle roadmap that prioritizes customer needs and opportunities to increase revenue, repeat purchase, digital adoption, retention, and customer lifetime value.
• Identify gaps and opportunities across lifecycle stages and recommend programs to improve customer progression and engagement.
• Lead the development and optimization of coordinated lifecycle programs across relevant marketing and customer touchpoints.

Segmentation & Customer Journeys

• Define actionable customer audiences using lifecycle stage, account and customer attributes, engagement signals, digital behavior, purchase history, product interest, and value indicators.
• Partner with Analytics, Data, and MarTech teams to validate audience definitions, data availability, and activation requirements.
• Design differentiated journeys for prospects, first-time purchasers, active customers, at-risk customers, and lapsed customers.
• Apply behavioral triggers, progressive profiling, personalization, and testing to improve journey relevance and performance.

Customer Insights and Performance

• Use customer, behavioral, transactional, and campaign data to identify lifecycle opportunities, friction points, and customer risks.
• Define program objectives, KPIs, baselines, targets, and reporting requirements.
• Partner with Analytics and Data teams to evaluate lifecycle movement, repeat purchase, retention, reactivation, digital engagement, and customer value.
• Develop test-and-learn plans and translate results into optimization recommendations.
• Communicate customer insights, program performance, risks, and recommended actions to stakeholders.

Cross-Functional Execution

• Lead cross-functional lifecycle initiatives by establishing clear goals, roles, timelines, dependencies, and measures of success.
• Build alignment with marketing channels and key eCommerce, analytics, data, MarTech, sales, and customer support partners.
• Facilitate lifecycle planning, journey-mapping, and performance-review discussions.
• Document journey requirements, audience logic, KPI definitions, testing results, and optimization decisions.
• Ensure lifecycle programs follow applicable consent, privacy, accessibility, brand, and data-governance requirements.

Qualifications

• Bachelor's Degree in Marketing, Business, or a related field
• 3-4 years of experience in B2B eCommerce, distribution, manufacturing, technology, or another complex customer and product environment.
• Experience with customer data platforms, customer segmentation, personalization, or journey orchestration.
• Working knowledge of customer analytics and experience partnering with analysts or data scientists.
• Experience using testing and measurement to improve customer journeys or retention programs.
• Experience incorporating voice-of-customer or customer research into lifecycle strategies.
• Excellent communication and collaboration skills, with experience influencing cross-functional teams.
• Strong project management skills and ability to manage multiple priorities in a fast-paced environment.

Success Metrics

• Improved customer progression across priority lifecycle stages, including onboarding, first-to-second purchase, retention, and reactivation.
• Increased repeat purchase, purchase frequency, and reactivation among targeted customer segments.
• Improved retention and reduced preventable churn within lifecycle programs and eligible customer populations.
• Measured improvement in lifecycle journey performance through segmentation, personalization, testing, and ongoing optimization.
• Effective delivery of prioritized lifecycle initiatives through strong cross-functional alignment, execution, and continuous improvement.
• Demonstrated contribution to longer-term business outcomes, including revenue growth and customer lifetime value.

Physical Requirements:

• Generally, spend the workday sitting at a workstation and operating computer devices, such as, but not limited to keyboard, mouse and screen
• Generally, spend the workday performing repetitive motions that involve or affect the hands, head, and other parts of your body

Compensation:

The base pay range for this position is:

$78,100

to

$107,500

Many factors influence the determination of base pay within a range, including the candidate’s work experience in related roles; the candidate’s knowledge, skills, capabilities, and performance; the relative pay of other DigiKey employees in similar roles; and the budget available for the position.

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