Lifecycle & CRM Lead

🔥 48 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

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Félix

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🤝 B2B

B2B

Félix is a front-end web UI/design-focused entity whose provided asset is a large collection of custom CSS. The code styles forms, inputs (including international telephone input), navigation, toggles (including a dual-currency sliding pill), skeleton loaders, responsive layout helpers, and small interactive components (spinners, tooltips, preloader behavior). This indicates Félix produces or maintains front-end component styles and patterns for websites or web applications — likely a design system, UI toolkit, or an agency/team that implements polished web interfaces.

📋 Description

• Own the lifecycle strategy end to end, from signup and first transaction through repeat usage, activation, retention, reactivation, cross-sell, and long-term customer value • Grow LTV across the customer base by identifying opportunities to increase transaction frequency, retention, product adoption, and share of wallet • Own the incentives strategy and budget, determining where incentives create true incremental behavior versus subsidizing existing activity • Build a rigorous experimentation engine using control groups, holdouts, segmentation, and incremental measurement • Build and manage the Lifecycle & CRM team, establishing ownership, operating rhythms, standards, and a measurable roadmap • Own communication governance across WhatsApp, email, push notifications, and other channels • Manage the portfolio of lifecycle communications, ensuring every touchpoint has a clear objective and measurable value • Develop segmentation and personalization using customer behavior, transaction history, lifecycle stage, geography, product usage, and other signals • Partner with Product to determine whether customer needs should be addressed through CRM or the product experience • Drive adoption of new products and use cases beyond remittances • Build a customer intelligence function with the Data team using behavioral data, campaign performance, customer conversations, research, and qualitative feedback • Turn customer insights into product opportunities, growth opportunities, and improvements to customer relevance • Create feedback loops across Product, Growth, Brand, Operations, and regional teams • Build reporting and operating frameworks that make performance, experiments, learnings, and opportunities visible across the company

🎯 Requirements

• Strong experience leading Lifecycle, CRM, Retention, or Customer Growth in a consumer business, ideally with high transaction frequency or recurring usage • Strong business judgment, with the ability to prioritize opportunities based on expected customer impact, incremental value, cost, and scalability • Proven track record driving incremental growth across activation, repeat usage, retention, reactivation, and cross-sell • Strong understanding of incrementality and experimentation, including control groups, holdouts, uplift measurement, and causal thinking • Experience managing incentives and promotional budgets, with the ability to distinguish true incremental behavior from subsidized activity • Deep expertise in segmentation, personalization, and lifecycle journey design across WhatsApp, email, push notifications, and in-product surfaces • Strong analytical mindset and experience working closely with Data teams to define audiences, measurement frameworks, customer insights, and opportunities • Experience identifying and driving multi-product adoption, including second-product conversion, cross-sell, and increasing products per active user • Strong understanding of churn, retention, and reactivation dynamics, with experience building programs to prevent churn and recover inactive users • Ability to turn behavioral data, campaign performance, customer research, and qualitative feedback into clear product and growth opportunities • Strong product judgment, with the ability to determine when a customer need should be addressed through CRM versus becoming part of the product experience • Experience building and managing high-performing teams, establishing clear ownership, operating rhythms, and a high bar for execution • Ability to work closely with Product, Growth, Data, Brand, and Operations, influencing priorities and turning customer insights into action • Equivalent competencies in any of the above will also be considered

🏖️ Benefits

• Initial stock options grant • Annual performance bonus • Health, dental, and vision plans • Work model: currently fully remote, with a future transition to a hybrid set up • Continuous learning opportunities • Unlimited PTO • Paid parental leave • Empowering opportunities for growth in a dynamic entrepreneurial environment

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