Lifecycle Director

About the role

You will own the end-to-end lifecycle strategy for a specific customer cohort at Polymarket, translating high-level commercial objectives into a coherent roadmap for engagement and retention. This role requires you to design and own the complete customer journey, from initial acquisition and onboarding through long-term retention and reactivation campaigns. You are accountable for the commercial results of your lifecycle work, directly influencing metrics such as retention curves, reactivation revenue, and long-term customer value. You will set the strategic direction and define the execution roadmap for your assigned lifecycle stage, ensuring all efforts are aligned with the broader business goals of the platform. A core part of your responsibility is to partner with cross-functional teams to turn data insights into actionable engagement programs that drive measurable outcomes. You will build and maintain a scalable playbook that documents successful tactics and serves as a foundation for future team growth and process maturity. This position is critical for establishing the foundation of customer lifecycle management within a fast-growing, product-driven environment.

Key facts

What you'll do

• Define the strategic roadmap and measurable KPIs for an assigned lifecycle stage, taking full ownership of the results narrative and success metrics.
• Architect and iterate on customer journeys, messaging frameworks, and engagement cadences tailored for email, push notifications, and SMS channels.
• Prioritize and brief shared campaign execution resources, aligning cross-functional partners to timelines and quality standards without direct managerial authority.
• Collaborate with data and martech teams to implement instrumentation, validate testing setups, and guarantee clean measurement frameworks before campaign launches.
• Establish a structured test-and-learn program featuring documented hypotheses, clear baselines, and a repeatable experimentation cadence designed for compounding improvements.
• Analyze performance data deeply, connecting lifecycle activities to downstream retention patterns, reactivation revenue, and long-term LTV impacts rather than superficial engagement metrics.
• Develop a repeatable playbook and operational framework that scales with the business and paves the way for future dedicated execution hires.
• Drive the development of customer segments and behavioral triggers within the platform to enable precise and timely engagement.
• Synthesize complex performance data into concise strategic narratives that inform executive decision-making and resource allocation.
• Identify opportunities for process automation and martech integrations that improve efficiency and scalability of lifecycle programs.

Requirements

• Hold 5 or more years of professional experience in CRM, lifecycle marketing, or retention-focused roles with direct responsibility for a customer lifecycle stage.
• Demonstrate a proven ability to connect specific lifecycle tactics to concrete business outcomes, including retention curves, reactivation revenue, and LTV improvements.
• Show a history of directing execution teams in a shared or matrixed environment, effectively briefing and prioritizing work without direct reporting lines.
• Maintain a track record of structured experimentation, building test-and-learn programs with clear hypotheses and baselines rather than relying on ad-hoc testing.
• Possess strong written communication skills, enabling the creation of clear strategy documents, crisp creative briefs, and compelling results narratives.
• Have (Plus) experience building lifecycle programs at a high-growth consumer product company, particularly one with a transactional or trading mechanic.
• Have (Plus) hands-on familiarity with Braze or a comparable engagement platform, along with working knowledge of Hightouch or a similar customer data platform.
• Be comfortable operating in a fast-paced, ambiguity-tolerant environment where priorities shift quickly and ownership is paramount.

Nice to have

The preferred candidate will have a background in building lifecycle programs for high-growth consumer products with transactional elements. Familiarity with data warehouse tools and SQL querying for customer behavior analysis is also favored. Experience managing multi-channel engagement campaigns at scale will be viewed positively.

Practical notes

The role is based in New York and requires full-time onsite engagement. Relocation assistance is not mentioned, so candidates must consider location requirements independently. No specific visa sponsorship details are provided in the source material, so applicants should review internal policies. The position operates during standard business hours unless otherwise specified by the hiring team.