Customer Lifecycle Manager

Who we are Recharge is the leader in powering physical subscriptions, making it one of the most important ecommerce engines. Recharge powers over 50M subscriptions worldwide and has processed more than 10B in transactions. More than 15K brands such as Verve Coffee Roasters, Bokksu, Who Gives A Crap, Billie, and Bite Toothpaste Bits rely on Recharge daily to grow their businesses and delight their customers. Recharge’s mission is to enable brands and merchants to form strong, lasting relationships with their customers through recurring purchases. As merchants seek ways to drive more direct sales and distribution through their channels and move away from a reliance on traditional online marketing strategies, Recharge has made it possible to grow businesses with seamless, recurring customer transactions. Bootstrapped until 2020, Recharge is valued at over 2.1B dollars and is a double unicorn with a total raise of 277M dollars. Join us as we work with our merchants to define the future of ecommerce. Overview In a world where acquisition costs are skyrocketing, funding is scarce, and merchants are forced to do more with less—the most innovative DTC brands understand that subscription strategy = business strategy.  For nearly a decade, Recharge has helped thousands of merchants turn one-time shoppers into loyal, repeat customers. We’ve enabled 20,000+ merchants to process more than $10B in revenue, and this is just the beginning . The role Our Customer Lifecycle Manager will shape and enhance our holistic customer experience through strategic customer journey initiatives, lifecycle communications, and effective customer communications. As the owner of the Recharge customer journey, you will be an advisor and a resource to all customer-facing teams to ensure an engaging and consistent experience from pre-sale through customers for life. The ability to balance a long-term holistic vision with day-to-day tactics is essential to this role.  This is a great opportunity for a strategic marketer who thrives on customer empathy, systems and segmentation, and is fanatical about customer communication. If you are looking for high impact projects, ambiguity in need of systems and standardization, and working with brands like Blueland and Chamberlain Coffee—we want to chat with you.  What you’ll do Customer Journey Optimization: Develop a deep understanding the Recharge customer journey including segmentation, touchpoints, and milestones Map out and own the customer journey artifact as a resource across the company Identify and optimize customer touchpoints and content, and work with stakeholders to augment their teams with 1:many communication  Customer Lifecycle Communications: Create and execute targeted lifecycle campaigns to drive customer engagement, retention, and upsell opportunities Develop personalized communication strategies based on customer segmentation, ensuring relevance and impact Customer Communications: Centralize and own the customer communication calendar Craft compelling and effective messaging for various customer communications focused on engagement, product launches, and general updates Work closely with the content team to create informative and valuable content that resonates with our customer base. Data Analysis and Reporting: Develop metrics and reporting system to measure effectiveness of customer marketing initiatives Provide regular reports on key performance indicators (KPIs) and recommend adjustments for continuous improvement.   What you’ll bring: 3+ years in Marketing or Communications Strong operational experience and a proven track record in scaling communication programs Deep understanding of customer success and customer communication best practices You can write! You’re a little precious about what goes out the door to customers You are a critical thinker and can manage competing priorities from stakeholders. Additionally, you can come to the table with new ideas and are unafraid to express your point of view. Independent teammate. You take a lot of initiative with little direction but are continuously collaborative. Organized. You can project manage effectively and can pivot to plan B or C without missing a step. Ready to Grow. You have the basics but want to learn the finer points of how to build holistic Customer Marketing initiatives and programs Recharge  |  Instagram  |  Twitter  |  Facebook Recharge Payments is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age. Recharge Payments prohibits any form of workplace harassment.   T ransparency in Coverage This link leads to the Anthem Blue Cross machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes network negotiated rates for all items and services; allowed amounts for OON items, services and prescription drugs; and negotiated rates and historical prices for network prescription drugs (delayed). EIN 80-6245138. This  link  leads to the Kaiser machine-readable files. #LI-Remote