Senior Director, Customer Lifecycle Marketing

Responsibilities

• Own and scale the customer engagement and retention strategy across the policy lifecycle, including onboarding, renewal, and loyalty
• Identify key churn drivers and design proactive strategies to improve retention and reduce policy lapse
• Leverage storytelling to show customers what they can expect from GEICO if/when they need us, building trust over time
• Lead strategy and execution for multi-product adoption, increasing cross-sell between insurance lines (e.g., bundling auto, home, renters)
• Implement data-driven triggers to promote relevant coverage at the right life moments (e.g., moving, life events, policy changes)
• Partner with Marketing Analytics to develop advanced segmentation models based on customer behavior, risk profile, tenure, and lifecycle stage
• Design and deploy highly personalized, omnichannel journeys (email, SMS, app, direct mail, etc.)
• Oversee lifecycle marketing technology stack to enable real-time, trigger-based marketing
• Define measurement frameworks tied to retention, cross-sell conversion, customer lifetime value (CLV), and engagement
• Build a rigorous test-and-learn culture, running A/B and multivariate tests across messaging, timing, and offers

Requirements

• 10–15+ years of experience in lifecycle, CRM, or retention marketing, ideally within consumer-facing, regulated industries (insurance, financial services, telecom, etc.)
• Proven success driving retention, engagement, and cross-sell performance at scale
• Strong expertise in customer segmentation, personalization, and journey orchestration
• Deep experience with marketing automation and CRM platforms (e.g., Salesforce, Adobe, Braze, Iterable)
• Analytical mindset with experience using data and experimentation to drive business outcomes
• Exceptional cross-functional leadership and stakeholder management skills

Preferred

• Experience in insurance or financial services (auto, home, renters, or multi-line products)
• Bachelor’s required; MBA preferred

Benefits

• Great Company: Protecting customers through life’s twists and turns with innovation and integrity.
• Great Careers: Personalized development programs, mentorship, and certification assistance.
• Great Culture: Inclusive and collaborative culture rooted in shared success.
• Great Rewards: Competitive pay, benefits, and flexibility to support your well-being and future.