Director of Customer Lifecycle Marketing

Spring Footwear Corp•Pompano Beach, FL

4h•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

Background in footwear, fashion, apparel, accessories, or consumer lifestyle brands is highly preferred.

Responsibilities

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.
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.
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.
Develop influencer, ambassador, affiliate, and creator partnerships.
Scale customer referral and VIP programs.
Measure program performance through engagement, retention, and revenue impact.
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.
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.