Director of Customer Lifecycle & Growth

Burst Oral Care

1d•Remote

About The Position

BURST Oral Care is a Los Angeles-based, affordable subscription oral care company recommended by some of the most trusted dental professionals. Founded in 2017, BURST was created to disrupt an industry that had not consistently provided customers with high-quality, affordable, and thoughtfully designed products. Our products are created and sold with the patient first. This commitment to affordable, well-designed products, our unmatched ambassador network of dental professionals, and endorsements from individuals who reflect our brand values have helped make BURST one of the fastest-growing subscription brands in the country. To help us take our next step, we are looking for a strategic and innovative Director of Customer Lifecycle & Growth to build the systems, technology, and customer experiences that will power the next stage of BURST’s growth. Your Mission: We are seeking a driven and forward-thinking Director of Customer Lifecycle & Growth to lead BURST’s customer growth engine across our direct-to-consumer business and Ambassador ecosystem. This role is not simply responsible for managing a CRM platform. You will build an intelligent, AI-enabled customer lifecycle program that strengthens the relationship between BURST and its customers—from first purchase through onboarding, retention, loyalty, subscription, and advocacy. You will own how customers experience BURST across every direct communication channel, including email, SMS, push notifications, web experiences, customer support, and future digital touchpoints. A key part of this role will be developing the BURST Brain , our customer intelligence engine that combines customer insights, behavioral data, automation, brand voice, and artificial intelligence to deliver increasingly personalized and helpful experiences. This is an exciting opportunity for someone who is passionate about customer psychology, technology, and growth and wants to build a lifecycle marketing program that becomes a meaningful competitive advantage for BURST. This role will report directly to our Chief Marketing Officer.

Requirements

Bachelor’s degree or equivalent practical experience.
At least 7–10 years of marketing experience, including five or more years leading lifecycle, CRM, retention, or owned-channel marketing.
Direct-to-consumer ecommerce experience is required.
Experience working with a subscription-based business is strongly preferred.
Demonstrated success building lifecycle marketing programs or customer journey strategies from the ground up.
Proven ability to improve customer lifetime value, retention, repeat purchase rate, Average Order Value, first-to-second purchase conversion, and owned-channel revenue.
Deep experience with CRM platforms, customer segmentation, personalization, retention programs, marketing automation, and customer journey development.
Strong experience with Klaviyo, Shopify, Gorgias, GA4, Northbeam, Elevar, and modern ecommerce technology platforms.
Experience implementing AI-powered marketing workflows, predictive segmentation, personalization engines, machine learning tools, or intelligent automation.
Strong understanding of customer data architecture, attribution modeling, experimentation, forecasting, and lifecycle analytics.
Experience evaluating and implementing emerging marketing technologies with a focus on automation, scalability, and operational efficiency.
Strong analytical skills with the ability to turn customer data into clear business strategies and measurable results.
Excellent communication, presentation, collaboration, and executive stakeholder-management skills.
Previous people-management experience, including hiring, mentoring, and developing high-performing teams.
Ability to lead through ambiguity, establish new processes, and turn strategic ideas into scalable programs.

Nice To Haves

Customer obsessed, with a strong desire to improve every stage of the customer experience.
Goal-oriented and commercially minded, with a focus on revenue, retention, profitability, and customer lifetime value.
A systems thinker who understands the infrastructure, data, technology, and processes behind successful customer experiences.
Passionate about AI and excited to explore how artificial intelligence can transform lifecycle marketing and customer engagement.
Highly analytical without losing sight of creativity, storytelling, and brand voice.
Comfortable working with executives, customer data, creative teams, and technical partners.
Able to balance strategic planning with hands-on execution.
Curious, adaptable, and willing to test new technologies, approaches, and ideas.
A collaborative leader who builds alignment across departments and elevates the people around them.
Comfortable moving quickly, learning from results, and continuously improving programs.

Responsibilities

Define and own BURST’s customer lifecycle strategy across acquisition, onboarding, engagement, retention, loyalty, subscription, referral, and advocacy.
Build a long-term roadmap for customer growth that balances immediate revenue opportunities with customer experience, retention, and lifetime value.
Establish lifecycle marketing as a core strategic function that influences company-wide customer and growth decisions.
Lead the development of the BURST Brain , creating an intelligent customer experience framework that combines customer data, brand voice, automation, and AI.
Define and implement a consistent, recognizable communication style across email, SMS, push notifications, web, customer support, AI agents, and future digital channels.
Design customer segmentation strategies using behavioral, transactional, demographic, predictive, and AI-driven data.
Build customer cohorts, lifecycle stages, personalization frameworks, and automated journeys that evolve as customers interact with BURST.
Own BURST’s email, SMS, push notification, and future owned-channel strategies.
Develop automated customer journeys that educate, engage, convert, retain, and delight customers.
Increase revenue generated through owned channels while protecting customer experience, deliverability, and brand trust.
Improve first-to-second purchase conversion, repeat purchase frequency, Average Order Value, subscription retention, and customer lifetime value.
Design and evolve BURST’s loyalty, referral, VIP, and customer advocacy programs.
Create onboarding and education programs that help customers understand BURST products and improve long-term engagement.
Architect AI-powered customer journeys that use behavioral signals and predictive insights to anticipate customer needs and recommend the next best action.
Implement AI and automation across content creation, campaign orchestration, testing, segmentation, personalization, and lifecycle decision-making.
Evaluate and introduce emerging marketing technologies that improve efficiency, creative production, testing speed, and customer engagement.
Partner with Analytics to build lifecycle reporting, attribution models, incrementality testing, forecasting, and customer intelligence frameworks.
Translate customer data into actionable business decisions that improve retention, revenue, LTV, AOV, and marketing efficiency.
Develop testing strategies for customer journeys, messaging, offers, subject lines, timing, segmentation, and personalization.
Build dashboards and provide regular reporting to senior leadership regarding customer behavior, lifecycle performance, retention, and owned-channel growth.
Partner closely with Ecommerce, Product, Analytics, Creative, Brand, Customer Experience, Technology, Finance, Operations, and Ambassador Marketing.
Build scalable processes that improve collaboration and allow lifecycle initiatives to be launched and optimized quickly.
Recruit, mentor, and develop a high-performing lifecycle marketing team as BURST continues to grow.