Customer Lifecycle Director

About the Company

Lola Blankets is a fast-growing, design-driven brand creating the world’s most loved faux-fur blankets. With a devoted community, strong influencer presence, and rapid scale, we are redefining what comfort and style mean for the home.

Responsibilities

• Own the end-to-end lifecycle strategy to deepen customer connection and drive repeat behavior
• Build and launch Lola’s loyalty program, including structure, tiers, and benefits
• Lead the retention and loyalty strategy for the website and mobile app
• Partner with Brand and Creative to design storytelling moments and VIP touchpoints
• Develop segmentation, personalization, and analytics frameworks to measure LTV and cohort performance
• Lead lifecycle channels including email, SMS, and direct mail
• Manage the Sr. Retention Marketing Manager and future retention associates
• Drive cross-functional alignment with Brand, Product, Ecomm, CX, and Paid Media

Requirements

• 7+ years in lifecycle, retention, or loyalty marketing at a high-growth DTC brand, luxury brand, or top-tier agency
• 3+ years of management experience
• Direct experience building or operating successful loyalty programs or community-driven ecosystems
• Proven ability to create experiential, brand-led retention moments
• Strong analytical skills in segmentation, cohort analysis, and LTV-based strategy
• Track record of delivering measurable improvements in repeat purchase and retention

Benefits

• 21 days paid vacation + most federal holidays
• Comprehensive health, dental, and vision coverage
• 16 weeks paid birth parent leave; 8 weeks for non-birth parents
• 55% off Lola Blankets for friends and family
• Opportunities for career growth and leadership