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Director, Lifecycle & CRM, Shop

Shopify· Growth
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RemoteFull-timePosted 1mo ago

About the role

Lead Shop's consumer lifecycle program to move buyers from one-time purchases to repeat engagement across Shop app and Shop surfaces. Own strategy, measurement, platform development, and cross-functional alignment to maximize engagement, frequency, and merchant GMV while ensuring compliance and high-quality communications.

Responsibilities

  • The end-to-end consumer lifecycle program for Shop: onboarding, activation, cross-surface adoption (Shop Pay to Shop app), engagement, frequency, reactivation and churn prevention.
  • Cross-sell and adoption strategy across Shop surfaces — order tracking, discovery, Shop Cash and offers, Shop Pay — with a clear point of view on what earns the next visit.
  • Audience and segmentation strategy, including propensity and next-best-action models built with our data and ML teams.
  • The measurement standard: holdouts, incrementality, contribution to order frequency and merchant GMV, and the definitions everyone else adopts.
  • Contactability and consent as a growth asset: permission rates, opt-in strategy, list health, deliverability and sending reputation.
  • Message governance: frequency capping, prioritization, and a single global lifecycle calendar, coordinated with merchant marketing, brand and paid media teams.
  • Creative partnership and quality bar for all lifecycle communications, including localization for international markets.
  • Program forecasting and regular business reporting to Shop and Growth leadership.
  • Compliance and privacy posture for consumer messaging (GDPR, CASL, CAN-SPAM, TCPA, platform push policies), in partnership with Legal and Privacy.
  • Executive and cross-org communication: the narrative, forecasts and results to Shop, Growth and Shopify leadership, and alignment across product, brand, creative, merchant marketing, data, legal and international that lifecycle depends on.
  • Team: hiring, developing and leading a senior, high-leverage lifecycle and CRM team.

Qualifications

  • ~15 years in lifecycle marketing, CRM, growth or retention, including experience leading teams and developing senior individual contributors.
  • Track record owning a consumer lifecycle program at scale — hundreds of millions of users, multiple channels (push, email) — with accountability for engagement, frequency or retention targets, not just campaign delivery.
  • Deep measurement fluency: you have built holdout and incrementality frameworks, can defend them to a skeptical audience, and can write your own SQL.
  • Experience specifying and shipping lifecycle platform capability with product and engineering partners — CDP/audience infrastructure, journey orchestration, event pipelines, experimentation.
  • Demonstrated zero-defect operating discipline in high-volume consumer messaging, and the systems and rituals to sustain it.
  • Strong creative judgment; a portfolio of work that people actually enjoyed receiving.
  • Experience in consumer marketplace, commerce, fintech or payments; comfort with two-sided dynamics where buyer engagement is also merchant value.
  • Working knowledge of consumer messaging compliance and consent management across multiple markets.
  • Exceptional written and verbal communication: compress a complex program into a one-page memo for executives and participate in leadership reviews.
  • Proven ability to drive alignment across product, brand, creative, data, legal and regional teams — representing lifecycle in planning and investment decisions, not just participating in them.
  • Bonus: experience in loyalty or rewards currencies, international/multi-market lifecycle programs.

Skills

Required:Lifecycle marketing leadershipMeasurement and analyticsProduct & engineering collaborationCreative judgment and copy reviewCompliance and privacy

Benefits

  • We may reference AI-enabled tools usage and a forward-looking approach to technology in lifecycle optimization.
Last updated Sep 17, 2026. Interested? Apply on the company site.

About Shopify

Dream big, build fast, and grow far on Shopify.

Shopify is the leading all-in-one commerce platform for businesses, offering tools to manage every part of your business, from online store to in-person sales and global expansion.

ecommerceplatformonline storeretailglobal
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