Lifecycle & CRM Lead — Growth, Retention & Insights

Openkrill; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Félix seeks a senior leader to own Lifecycle & CRM, build and manage the team, and govern how we engage with users across WhatsApp, email, push, and in-product touchpoints.

You will drive activation, retention, reactivation, cross-sell, and LTV growth while managing incentives and measuring incrementality to inform strategy. Collaborate with Product, Growth, Data, Brand, and regional teams to turn CRM into a measurable growth engine.

Qualifications

• Strong experience leading Lifecycle, CRM, Retention, or Customer Growth in a consumer business with high transaction frequency or recurring usage.
• Strong business judgment to prioritize opportunities based on impact, value, cost, and scalability.
• Proven track record driving incremental growth across activation, repeat usage, retention, reactivation, and cross-sell.
• Expertise in incrementality, experimentation, control groups, holdouts, uplift measurement, and causal thinking.
• Experience managing incentives and promotional budgets, distinguishing true incremental behavior.
• Deep expertise in segmentation, personalization, and lifecycle journey design across channels.
• Strong analytical mindset and collaboration with Data teams to define audiences and measurement.
• Experience driving multi-product adoption and cross-sell within active user base.
• Ability to translate insights into product and growth opportunities.
• Proven record of building and leading high-performing teams with clear ownership.

Responsibilities

• Own lifecycle strategy end to end from signup through retention, reactivation, cross-sell, and LTV growth.
• Grow LTV by increasing transaction frequency, retention, product adoption, and share of wallet.
• Own incentives strategy and budget, ensuring incremental behavior over subsidized activity.
• Build an experimentation engine with control groups, segmentation, and incremental measurement.
• Build and manage the Lifecycle & CRM team with clear ownership and rhythms.
• Govern communication: decide frequency, channels, purposes, and prioritization.
• Manage lifecycle communications across WhatsApp, email, push, and other channels with measurable value.
• Develop segmentation and personalization using signals like behavior, history, stage, geography, usage.
• Partner with Product to determine CRM vs product-experience touchpoints.
• Drive adoption of new products and expand from remittance to broader financial relationship.
• Build customer intelligence in partnership with Data, extracting insights from data and feedback.
• Turn insights into actionable opportunities and prioritize improvements.
• Create closed feedback loops across teams; inform strategy with lifecycle learnings.
• Develop reporting and operating framework for Lifecycle to show performance and experiments.

Skills

Lifecycle Growth

CRM Leadership

Retention Strategy

Experimentation

Incentives Management

Segmentation

Channel Experience

Cross-Functional Collaboration

Team Leadership

Data Collaboration

Job description

Félix seeks a senior leader to own Lifecycle & CRM, build and manage the team, and govern how we engage with users across WhatsApp, email, push, and in-product touchpoints.

You will drive activation, retention, reactivation, cross-sell, and LTV growth while managing incentives and measuring incrementality to inform strategy. Collaborate with Product, Growth, Data, Brand, and regional teams to turn CRM into a measurable growth engine.