Responsibilities

• Own the Lifecycle strategy and communications journey. Set the end-to-end strategy for how Caribou communicates with customers across email, SMS, and call scripting — from pre-submission through conversion, reactivation, and post-funded advocacy. Continuously identify gaps and opportunities and maintain a clear, up-to-date communications architecture.
• Build a sophisticated communications segmentation and personalization strategy. Define how customers are segmented and targeted for Lifecycle communications based on behavior, lead source, intent, Lifecycle stage, and other relevant signals to make every interaction increasingly relevant and effective.
• Drive measurable conversion and growth. Partner closely with Performance Marketing, Brand, Product, Sales & Operations, and Analytics & Data Science to improve the customer journey and deliver measurable conversion lift across the funnel.
• Help shape how AI supports the customer journey. Represent Lifecycle Marketing in cross-functional planning for AI-driven customer decisioning, ensuring communications strategy informs how and when customers are engaged as these capabilities mature.
• Leverage AI within Lifecycle execution. Apply AI to content generation, creative personalization, campaign optimization, and other Lifecycle workflows to increase the quality, speed, and personalization of customer communications.
• Set a rigorous experimentation and measurement agenda. Partner with Analytics to establish testing and measurement frameworks, including holdout-based incrementality testing, that clearly demonstrate the impact of Lifecycle programs on conversion and business outcomes.
• Build for operational excellence and scale. Own Lifecycle marketing platforms and vendor relationships, establish strong processes and governance, and ensure high-quality execution and deliverability as the program grows.
• Ensure communications are compliant by design. Partner closely with Legal and Compliance to establish appropriate review and governance for customer-facing communications, particularly as personalization and AI-driven decisioning increase the scale and complexity of customer engagement.
• Lead and develop the Lifecycle team. Manage and develop the Lifecycle Marketing Operations Manager while building a high-performing function that combines strategic thinking, analytical rigor, and exceptional execution.

Requirements

• 10+ years of experience in Lifecycle, CRM, or retention marketing , with meaningful ownership of communications strategy, communications segmentation, and customer journeys at scale — not just campaign execution.
• Deep, hands-on expertise with marketing automation platforms and the technical fluency to understand how sophisticated Lifecycle programs are built and executed. Experience with Braze is strongly preferred; SendGrid, Iterable, or similar platforms are also relevant.
• A demonstrated track record of driving measurable conversion lift through Lifecycle programs, with a strong understanding of how communications influence customer behavior across the funnel.
• Highly analytical and experimentation-driven. You’re comfortable with cohort analysis, funnel performance, incrementality testing, and connecting Lifecycle performance to revenue and business outcomes.
• Experience using AI to improve marketing execution , including content development, personalization, campaign optimization, or other applications that improve the quality and scale of customer communications.
• A strong cross-functional leader. You’ve partnered closely with Product, Sales, Operations, and Analytics/Data Science teams and can influence priorities, negotiate tradeoffs, and drive shared outcomes as a peer.
• Experience connecting marketing and human-assisted customer journeys , including communications across digital and sales/contact-center channels and the handoffs between them.
• A strategic thinker who is equally comfortable getting into the details. You can set a long-term vision while digging into segmentation logic, campaign performance, or platform capabilities when the work demands it.
• A strong people leader with experience managing and developing high-performing team members.

Preferred

• Experience in a regulated or compliance-sensitive industry — such as financial services, lending, healthcare, or insurance — is a strong plus.

Benefits

• Competitive compensation: $160k-$195k
• Eligible for annual performance-based incentive
• Equity options
• 401(k) retirement plan
• Generous paid time off including Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents
• Exceptional benefits including highly subsidized medical, dental, and vision plans, and fully company-paid mental health, disability, and basic life insurance
• Optional benefits to suit your individual circumstances such as HSAs (with Caribou HSA contributions), FSAs, supplemental life and health, legal, and pet insurance
• Up to $1,000 per year for eligible professional development expenses
• Employee referral program