Senior Lifecycle & CRM Strategy Leader - Contract

Sia Experience•San Francisco, CA

2d•Remote

About The Position

This is a remote, full-time contract engagement to build a coordinated lifecycle and CRM capability for a digital-presence services business serving entrepreneurs, small businesses, freelancers, and people building and managing an online presence. The portfolio includes domain registration, website creation, web hosting, professional email, security, and digital marketing solutions. The business is moving from product- and campaign-led communications toward an integrated lifecycle model. The consultant will assess the current state, define valuable customer journeys, and create a practical roadmap connecting customer and account data, setup and service signals, marketing technology, content, measurement, and cross-functional execution. The work is intended to help customers establish, activate, manage, protect, and grow their online presence, while improving service activation, time to value, complementary-service adoption, renewal readiness, retention, expansion, and win-back. The role combines senior advisory work with hands-on development of initial journeys, tests, and operating practices. The engagement is titled Project Consultant (Exempt Contractor), is expected to last six months with the possibility of extension, and requires 40 hours per week aligned to Pacific Time working hours. It is fully remote and pays $90–$110 per hour. Applicants must be legally authorized to work in the United States; visa sponsorship is not available.

Requirements

Approximately 15 or more years of experience across lifecycle marketing, CRM, retention, customer engagement, marketing automation, customer journeys, or growth CRM.
Senior Director- or VP-level experience advising executives and influencing cross-functional decisions.
Experience building a lifecycle capability from a low-maturity starting point, rather than only optimizing an established program.
Deep experience with recurring-revenue digital services, particularly domains, web hosting, website building, professional email, online security, digital marketing, ecommerce enablement, or adjacent small-business services.
Ability to connect customer strategy with data, identity, consent, marketing technology, service signals, support interactions, content, execution, and measurement.
Experience designing journeys spanning purchase, setup, activation, launch, ongoing value realization, renewal, expansion, retention, service recovery, lapse prevention, and win-back.
Fluency in segmentation, event-based triggers, journey orchestration, personalization, experimentation, and incremental measurement.
Experience managing lifecycle complexity across customers with single services or portfolios of interconnected digital-presence services.
Ability to balance executive counsel with hands-on development of journey maps, briefs, audience definitions, test plans, roadmaps, and operating processes.
Availability for a fully remote, full-time contract engagement aligned to Pacific Time working hours.
Legally authorized to work in the United States at the time of application and throughout employment; visa sponsorship is not available.

Responsibilities

Assess the end-to-end digital-presence lifecycle, from domain search and purchase through setup, service activation, website launch, ongoing management, renewal, lapse, win-back, and expansion.
Build a lifecycle strategy and sequenced roadmap, defining lifecycle stages, customer and business outcomes, journey priorities, and longer-term data, technology, content, and operating-model needs.
Design coordinated customer journeys for onboarding, service activation, website launch, education, renewal preparation, lapse prevention, retention, service recovery, win-back, and complementary-service expansion.
Define actionable audience segments and triggers using customer profiles, purchases, setup milestones, website launch status, account activity, billing and renewal status, support interactions, engagement, and service-portfolio signals.
Determine the data, identity, consent, automation, and integration capabilities needed to coordinate experiences across email, web, account experiences, service interactions, and other available channels.
Improve personalization and next-best-action decisions for setup guidance, website-launch support, education, security and renewal reminders, complementary-service recommendations, and re-engagement.
Establish experimentation and measurement, including baselines, test plans, controls, and reporting for activation, time to value, engagement, renewal, retention, win-back, customer value, and incremental commercial impact.
Create a lifecycle operating model clarifying decision rights, ownership, intake, prioritization, approvals, production, reporting, and optimization across relevant functions.
Translate recommendations into journey maps, briefs, audience and trigger definitions, content requirements, test designs, measurement plans, and a prioritized delivery backlog.
Build internal capability through reusable frameworks, governance, documentation, and working rhythms.
Advise executives and influence cross-functional decisions while remaining hands-on in developing the initial lifecycle journeys, tests, and operating practices.