Director - Lifecycle Marketing

Madison Reed•San Francisco, CA

11h•Remote

About The Position

Madison Reed is seeking a strategic, commercially minded, proactive Director of Lifecycle Marketing to lead and evolve customer lifecycle strategy across its DTC, Hair Color Bar, and membership businesses. The role focuses on building a retention and engagement engine that deepens customer relationships, grows revenue, and maximizes lifetime value. It extends beyond email and SMS campaign management to encompass the full customer journey, acquisition, owned database growth, engagement, and loyalty. This is a builder and player-coach role in a growing, evolving company. The Director will set strategy while also executing alongside the team, and will establish the processes, tools, technology, and team capabilities needed to scale. The role reports to the SVP of Integrated Marketing, is full time and remote, and may require travel up to 5% of the time. The Director will own lifecycle strategy and performance across email, SMS, push, and in-app communications; grow permission-based email and SMS databases; and connect experiences across DTC, Hair Color Bars, wholesale, and membership. The position will lead experimentation and measurement, lifecycle technology and vendor management, cross-functional data and platform requirements, and the development of a high-performing team. The role also partners across marketing, analytics, engineering, and retail, and ensures CRM programs comply with applicable legal requirements and deliverability best practices. The base salary range is listed as “between xx and xx.” Madison Reed says starting pay within the range may depend on geography/market, skills, education, experience, and other qualifications.

Requirements

10 to 12+ years of marketing experience, with deep expertise in CRM, lifecycle marketing, and retention, ideally in a DTC or consumer business.
Ability to think strategically beyond channel execution and connect lifecycle work to company objectives and commercial growth.
Demonstrated experience developing customer acquisition and database growth strategies across email and SMS.
Strong commercial instincts and a track record of measurable improvement in acquisition, engagement, retention, repeat purchase, and lifetime value.
Entrepreneurial, action-oriented approach, including the ability to identify opportunities, challenge conventional thinking, and carry ideas from concept through execution.
Experience building and scaling lifecycle programs, teams, processes, and technology in a growing or changing organization.
Ability to translate complex data and consumer insight into strategies and measurable results.
Deep experience with ESP platforms, MarTech integrations, customer data, and reporting dashboards.
Track record of developing and coaching talent and working as a player-coach who executes alongside the team.
Strong project management, prioritization, and attention to detail, with the ability to advance multiple initiatives in a fast-paced environment.
Excellent cross-functional collaboration and communication skills, including the ability to influence leadership and build alignment across departments.

Nice To Haves

Subscription or membership experience.

Responsibilities

Define and drive the lifecycle and retention strategy, roadmap, and performance targets to increase customer lifetime value, repeat purchase, engagement, and brand loyalty.
Translate company objectives into lifecycle strategies that support acquisition, engagement, retention, and revenue, acting as a strategic growth partner to marketing and leadership.
Own strategy and performance for e-commerce sales, Hair Color Bar appointments, and the Madison Reed Membership program.
Identify emerging consumer behaviors, business opportunities, and industry trends and turn them into lifecycle strategies.
Develop and lead strategies to grow owned email and SMS databases through lead generation, partnerships, promotions, and on-site experiences.
Create permission-based relationships with prospective customers and partner with Acquisition, Brand, Digital, and E-commerce to incorporate database growth into broader initiatives.
Design welcome journeys that convert new leads into first-time customers.
Lead strategy and execution of lifecycle communications across email, SMS, push, and in-app channels.
Identify behaviors associated with usage, engagement, and affinity, then develop automated journeys that support customers from their first color experience through long-term loyalty.
Connect customer experiences across DTC, Hair Color Bars, wholesale, and membership.
Establish A/B/n and multivariate testing practices to measure incremental lift, and write creative briefs that communicate business objectives, customer insight, and strategic direction.
Introduce ideas, technologies, and channels that move beyond traditional CRM and strengthen the company's competitive advantage.
Build scalable lifecycle processes, tools, workflows, and operating frameworks, including clear priorities, planning, and measurement.
Lead requirements for data updates across ESP and cross-channel platforms, including contact properties, custom events, APIs, and data feeds.
Oversee the lifecycle marketing technology stack, including vendors, budgets, and contractors, and partner with Analytics and Engineering on capabilities such as Next Best Action and churn prediction.
Lead, coach, and develop the lifecycle marketing team responsible for strategy and execution across batch and automated communications.
Build a culture of ownership, accountability, curiosity, and continuous improvement, encouraging the team to challenge conventional approaches and bring forward ideas.
Set clear goals and expectations while remaining hands-on with briefs and campaign setup when needed.
Collaborate with Acquisition, Brand, Digital, E-commerce, Analytics, Engineering, and Retail to achieve integrated customer experiences and shared business outcomes.
Influence leaders and cross-functional partners by turning customer insight, performance data, and opportunities into clear recommendations and actionable plans.
Keep CRM programs compliant with legal requirements, including TCPA and CAN-SPAM; maintain email and SMS deliverability best practices; and ensure essential transactional communications are delivered reliably.