Responsibilities - End-to-end customer journey mapping across NOBL and Flo Pilates - Website journey, PDP clarity, search, checkout expectations, and self-serve education - Post-purchase communication, shipping updates, delivery education, and exception messaging - Physical post-purchase experience: clarity of inserts, manuals, QR codes, product registration, setup guidance, and unboxing moments - Email, SMS, app push, in-app messaging, review timing, referral moments, win-back, and reactivation - Suppression and timing rules across all comms channels, ensuring customer status drives which messages they receive and which are blocked - Onboarding and activation for NOBL and Flo customers, including product education and app adoption - Quality of support touchpoints as part of the journey: are response times fast, are answers clear, do customers leave the interaction with the right information and the right resolution - Customer friction analysis through reviews, survey feedback, return reasons, customer comments, and journey audits - Reporting that translates journey improvements into business impact: activation, repeat purchase, LTV, review volume, return friction, customer satisfaction, and lifecycle performance Requirements - Demonstrated success owning end-to-end customer journey inside a high-growth DTC, ecommerce, subscription, or consumer brand - Experience improving both digital and physical customer journeys, including post-purchase communication, onboarding, packaging, manuals, product education, app activation, and lifecycle touchpoints - Strong lifecycle understanding to define suppression logic, timing, segmentation, onboarding, reactivation, and review flows, even if not personally building every flow - Strong understanding of web experience and site UX, with experience working closely with web and product teams to fix friction on PDPs, search, checkout, and self-serve - Experience operating loyalty, referral, NPS, and review programs at scale - Strong cross-functional leadership skills, with the ability to align Marketing, Lifecycle, Web, Product, Ops, Creative, and App around a single journey - Strong analytical mindset, comfortable owning metrics like activation rate, repeat purchase rate, LTV, NPS, and review volume - High ownership, speed, and comfort operating in ambiguity Benefits - Health, Dental and Vision Insurance - Life and Disability Insurance - Paid Time Off - Nine (9) paid holidays per year - Complimentary Nobl & Flo products - Remote-first