Senior Director, Customer Lifecycle Marketing

About us 

LifeMD is headquartered in NYC and is a leading provider of virtual primary care. LifeMD offers telemedicine, laboratory and pharmacy services, and specialized treatment across more than 200 conditions, including primary care, men’s health, women’s health, allergy & asthma, and dermatology. Leveraging a vertically-integrated, proprietary digital care platform, a 50-state affiliated medical group, and a US-based patient care center, LifeMD is elevating healthcare by increasing access to top-notch and affordable care. LifeMD is currently in the midst of immense growth and was recently ranked #166 in the 2023 Deloitte Fast 500.

About the role

We are seeking a talented expert in customer lifecycle marketing who will spearhead the strategy and implementation of an end-to-end customer lifecycle marketing program, covering onboarding, retention, and renewal activities with a focus on instilling loyalty and fostering greater LTV within our growing customer base. Here, you have a distinct opportunity to shape and develop a comprehensive program equipped with the support of resources including the powerful Braze platform, talented omni-channel marketing team and stellar engineering and analytics teams.

The utmost customer-centricity is essential for the ideal candidate. Recognizing CRM as a crucial touchpoint with our brand, you have no problem rolling up your sleeves and working directly with customers and customer-facing stakeholders to understand the wants and needs of the market, while ensuring that relevant programs are being created for all stages of the customer journey.

Responsibilities

• Document LifeMD's customer lifecycle stages across brands/product lines and create strategic initiatives for each stage of the customer journey
• Create and refine effective programs that leverage tenure and customer behavior data, and include a mix of triggered, targeted and broad educational and engagement campaigns
• Partner with Marketing, PR, and Creative teams to drive the development of communications, press, and other marketing assets to nurture client relationships
• Identify customer segments for targeted marketing programs and plan customer offers and incentive programs to deliver ROI-positive results
• Identify key, measurable metrics (upsell, churn, etc.) for lifecycle programs encompassing a growth hacker mentality with the ability to test and scale rapidly
• Forge personal relationships with advocate customers and build out case studies, testimonials and quotes, acting as a content source for LifeMD
• Conceptualize and launch a customer advocacy program or similar to identify and mobilize customers, transforming them into LifeMD brand ambassadors
• Maintain positive and productive relationships with product marketing, product management and engineering teams to ensure messaging of programs and product updates are accurate and meaningful to the target persona
• Partner with customer success stakeholders to leverage customer interaction touch points and infuse personal, one-to-one programs

Requirements

• Bachelor’s Degree or equivalent work experience
• 5-8 years experience in CRM & Lifecycle, DTC subscription services or experience in consumer health, wellness & CPG are a plus
• Customer-centric mindset using data & insights to validate intuition and inform daily strategic decision making
• Strong working knowledge of modern CRM platforms; experience with Braze is a plus
• Great communication skills and a natural ability to work with cross-functional teams
• Comfort with analytics – in and out of the native platforms. You are comfortable with Excel, are familiar with BI tools like looker… you know the right questions to ask and how to structure data to answer it
• Nice to have: SQL or HTML proficiency

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Unlimited PTO Policy
• Paid Holidays
• Short Term & Long Term Disability
• Training & Development