Responsibilities

• Own lifecycle strategy for key customer journeys from first engagement through long-term retention and reactivation across all channels.
• Define scalable lifecycle frameworks, journey maps, triggers, and messaging strategies that apply across CRM, in-product experiences, owned and operated surfaces, and emerging channels.
• Identify lifecycle gaps and growth opportunities using behavioral, engagement, and customer value signals.
• Partner with Channel Execution and Activation teams across CRM, in-product, paid media, and owned and operated channels to ensure cohesive lifecycle delivery.
• Identify and implement AI-driven efficiencies in day-to-day strategy workflows, utilizing generative AI systems (such as Gemini) to accelerate strategic brief drafting, audience persona mapping, and messaging hypothesis creation.
• Orchestrate the development of automated trigger rules and predictive modeling logic, replacing manual segmentation workflows with self-optimizing, AI-assisted target lists.
• Ensure consistent messaging, timing, and prioritization across channels to deliver a unified customer experience.
• Influence channel mix decisions based on lifecycle stage, user context, and business goals.
• Collaborate with Analytics to define lifecycle success metrics, experimentation roadmaps, and insight loops across channels.
• Work with Product and Engineering partners to inform in-product lifecycle moments and trigger enablement.