Customer Lifecycle and Optimisation Manager
4 weeks ago
About the Company
Our client is a leading direct-to-consumer brand, known for bold branding, digital innovation, and a fiercely loyal customer base. With a thriving eCommerce model and a newly launched loyalty program, they're entering their next chapter with customer retention and lifetime value growth at the heart of their strategy.
About the RoleThis is a newly created role with a clear mandate: design, optimise, and own the end-to-end customer lifecycle. From onboarding to loyalty, you'll map and refine journeys that maximise customer value, reduce churn, and unlock long-term growth. As Customer Lifecycle & Optimisation Manager, you'll connect data, behavioural insights, and automation to deliver programs that drive repeat purchase, loyalty engagement, and incremental revenue. Reporting into a senior digital leader, you'll partner across Sales, Digital, CX, and external agencies to ensure every customer touchpoint is timely, relevant, and commercially effective.
Key Responsibilities
- Audit, rebuild, and scale automated workflows in Hubspot to improve retention and revenue outcomes
- Design always-on lifecycle programs across onboarding, replenishment, churn prevention, winback, and loyalty engagement
- Own segmentation and behavioural triggers, ensuring the right customers receive the right message at the right time
- Lead communications for the VIM loyalty program, from welcome to tier progression, rewards, and surprise-and-delight moments
- Drive core lifecycle metrics – CLV, retention, churn, second-purchase rate, and loyalty engagement
- Use cohort analysis and optimisation frameworks to uncover insights and embed a test-and-learn culture
- Partner with the performance marketing agency to connect acquisition with retention and deliver seamless customer experiences
- 3–5 years in CRM, lifecycle, or retention marketing within eCommerce, subscription, or DTC brands (fashion, food, wine/beer/spirits ideal)
- Hands-on experience building automated campaigns across email, SMS, and push
- Strong commercial mindset, confident linking lifecycle programs to revenue and LTV growth
- Deep understanding of lifecycle metrics, churn reduction strategies, and optimisation frameworks
- Hubspot or similar CRM platform experience; SQL skills a bonus; data-led, analytical, and comfortable turning behavioural insights into action
The business values experimentation, bold thinking, and impact. You'll join a collaborative, down-to-earth team where customer love drives every decision. Hybrid working, flexibility, and room to grow your career are all on offer.
How to ApplyIf you're a lifecycle specialist who thrives on building always-on programs that connect customer insight to commercial outcomes, we'd love to hear from you.
Apply via the link or reach out to Nicole Cooke at Six Degrees Executive on 0483 953 976 for a confidential chat.
Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do. If you require adjustments in the recruitment process, please let us know so we can accommodate.
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