Spring Step Shoes | Direct-to-Consumer EcommerceLocation: Pompano Beach, FL (On-site)
About the Role Spring Step Shoes is seeking a Director of Customer Lifecycle Marketing to lead the strategy that transforms first-time customers into lifelong brand advocates.
This is a highly strategic leadership position responsible for maximizing customer lifetime value across our Shopify ecommerce business through customer lifecycle marketing, CRM, loyalty, retention, customer engagement, community building, and advocacy programs.
You'll own the customer journey after acquisition-from the first purchase through repeat purchases, loyalty, referrals, and long-term brand advocacy-helping build a scalable customer growth engine that delivers measurable revenue and profitable growth.
Reporting to the Director of Ecommerce (DTC), you'll collaborate closely with Ecommerce, Merchandising, Creative, Performance Marketing, Customer Experience, and Operations to create exceptional customer experiences that increase engagement, retention, and lifetime value.
What You'll Do Lead Customer Growth Strategy - Develop and execute lifecycle strategies that increase customer lifetime value (LTV), repeat purchases, customer retention, and loyalty.
- Build scalable customer growth initiatives that support long-term ecommerce revenue.
- Identify opportunities to improve customer engagement through personalization and lifecycle optimization.
Own CRM & Lifecycle Marketing - Lead email, SMS, loyalty, referral, and marketing automation strategies.
- Optimize customer journeys including:
- Welcome campaigns
- Post-purchase experiences
- Cross-sell and upsell programs
- Win-back campaigns
- VIP and loyalty initiatives
- Referral programs
- Continuously test messaging, timing, segmentation, and offers to improve performance.
Build Customer Community & Advocacy - Grow an engaged customer community through reviews, user-generated content (UGC), referrals, and social engagement.
- Partner with Creative to showcase authentic customer stories and brand experiences.
- Expand customer advocacy initiatives that strengthen brand loyalty.
Lead Creator & Ambassador Programs - Develop influencer, ambassador, affiliate, and creator partnerships.
- Scale customer referral and VIP programs.
- Measure program performance through engagement, retention, and revenue impact.
Leverage Customer Insights - Analyze customer behavior, cohorts, lifecycle performance, and retention trends.
- Use data-driven insights to improve personalization, customer experiences, and business growth.
- Build executive dashboards and communicate key customer performance metrics.
Inspire and Develop Teams - Lead and mentor the CRM/Email Marketing Specialist, Community & Content Manager, and external agency partners.
- Foster a collaborative, customer-first culture focused on innovation, accountability, and continuous improvement.
What Success Looks Like You'll know you're succeeding when:
- Customer Lifetime Value continues to grow.
- Repeat purchase rates and customer retention improve year over year.
- Email and SMS become major drivers of ecommerce revenue.
- Loyalty and referral programs deliver measurable business impact.
- Customer advocacy and user-generated content continue to grow.
- Customer insights lead to increasingly personalized shopping experiences.
- Spring Step Shoes builds one of the strongest customer communities in the footwear industry.
What We're Looking For - 8+ years of leadership experience in Customer Lifecycle, CRM, Retention, Loyalty, Growth Marketing, or Customer Engagement within a direct-to-consumer ecommerce business.
- Proven success increasing customer lifetime value, repeat purchases, and retention.
- Hands-on experience with:
- Klaviyo or similar CRM platforms
- Email & SMS marketing
- Marketing automation
- Customer segmentation
- Loyalty and referral programs
- Customer analytics and reporting
- UGC, influencer, and creator marketing
- Strong analytical mindset with the ability to turn customer insights into business growth.
- Experience leading cross-functional teams and managing agencies or external partners.
- Background in footwear, fashion, apparel, accessories, or consumer lifestyle brands is highly preferred.
We offer: - Competitive wages and benefits
- Company paid Holidays and Vacation
- Profit sharing program
- Advancement opportunities
Apply today and help shape the future of Spring Step Shoes. JOB CODE: ECOM-DLM 
