About the Role

We are looking for a Director of Lifecycle & Retention to lead the delivery of an excellent customer experience across our multi-sided marketplace. In this role, you'll own retention and lifecycle marketing - accountable for both strategy and execution. You will develop learning agendas, partner on advanced measurement approaches, and ensure that every initiative delivers clear, measurable impact and business growth through excellent experiences.

You will work closely with Product, Engineering, Customer service, Finance, and Creative to build strategies with alignment, accelerate performance outcomes, and bring the right message to the right customer at the right time. You will also oversee our lifecycle team and lead cross-functional initiatives that strengthen our approach to engagement, cohort health, and long-term retention.

The ideal candidate is a seasoned lifecycle and retention leader who is deeply customer obsessed, with strong analytical instincts and a bias for action, fluency across CRM and lifecycle tooling, and a track record of turning insights into scaled, measurable business growth. You are equally versed in how to design marketing programs and in how to influence product decisions through how deeply you learn about customer behavior. You bring structure to complexity and know how to guide teams toward rigor, clarity, and meaningful performance outcomes.

What You Will Be Doing

• Develop the strategy and roadmap for retention & lifecycle marketing across our customer journeys, spanning onboarding to long term loyalty loops.
• Create and manage learning agendas and experiment frameworks that validate performance and inform prioritization
• Build and own retention measurement and data in partnership with Data and Finance, including cohort analysis, LTV modeling, churn prediction, and attribution mapping
• Own lifecycle channels and messaging systems (email, push, in-app, SMS, and emerging formats), ensuring the right participant is reached with the right message at the right moment
• Lead and develop a world-class lifecycle and retention org
• Collaborate deeply with product and engineering teams to inform the roadmap, improve signal quality, and build the tracking and infrastructure that lifecycle programs depend on
• Partner with Product, Creative, Data, and Finance teams to set shared objectives, align on learning agendas, and drive accountability against measurable business growth
• Evaluate customer-level and cohort-level insights to guide optimization, product decisions, and resource investment - and ultimately drive improved customer outcomes
• Lead cross-functional reviews, planning cycles, and post-mortems to ensure the organization has clear visibility into results and is operating strategically
• Develop scalable systems, documentation, and workflows that support transparency, efficiency, and improved results
• Stay current with lifecycle trends, measurement standards, and platform capabilities to identify new opportunities for engagement and efficiency

This role is based in our New York, NY hub, where we require an in-office presence three days per week.

You Will Be a Good Fit If You Have

• 10+ years of experience in lifecycle marketing, retention, or CRM, ideally within a consumer marketplace and/or a high-growth performance-driven organization
• A proven track record of building and scaling lifecycle programs across multiple audiences that drive measurable business outcomes
• Demonstrated expertise with cohort analysis, LTV and churn modeling, experimentation, attribution frameworks, and lifecycle and CRM platforms
• Strong analytical capabilities and the ability to translate data into actionable insights and clear recommendations
• Experience informing product decisions and partnering closely with product and engineering teams to ship against a shared roadmap
• A genuine obsession with the customer and a habit of grounding every decision in participant behavior and needs
• A strategic and operational mindset, with the ability to set long-term direction while executing near-term objectives
• Exceptional communication, collaboration, and stakeholder management skills across technical and non-technical teams
• A steady, proactive, solutions-oriented approach when navigating ambiguity or competing priorities
• A relentless focus on measurable impact and driving real, durable business growth

Employment Type: Full Time, Exempt
Base Compensation: The base compensation range for this position is:

Hybrid Commitment: $189,000 - $231,000 USD Annually

This role is hybrid (onsite from our NYC hub location three days per week: Tuesday, Wednesday, Thursday). Arrangements include travel 2-3 times per year (e.g., company and department offsites).

The base compensation for this role will vary depending on several factors, including relevant experience, qualifications, and the candidate's working location.

Full Time Employee Benefits:

• Comprehensive Health Coverage: Medical, dental, and vision insurance, plus life and disability coverage.
• Parental Leave & Family Support: Up to 18 weeks paid leave and a new child stipend.
• Financial Wellness: 401(k) program and equity opportunities.
• Meals & Home Office Support: Stipends for home office setup and ongoing funds for meals, with tailored perks for both remote and in-office employees.
• Time Off to Recharge: Flexible PTO, 12 paid holidays, and a full winter break week.
• Wellness & Development: Annual stipends to put towards personal & professional growth.
• Mental & Physical Health Support: No-cost access to therapy through the Grow platform, weekly flexible hours for self-care ("Mental Health Mornings/Afternoons") and memberships to leading wellness apps (such as One Medical, Headspace, and Talkspace).
• Extra Perks: Pet insurance discounts, commuter benefits, and global travel assistance.

Research shows that some groups hesitate to apply unless they meet every qualification. If you're excited about this role but don't check every box, we encourage you to apply. At Grow, we value diverse experiences, transferable skills, and the unique strengths each person brings.