Customer Lifecycle Manager

Customer Lifecycle Manager
Digs Dog Care

Chicago, Illinois, United States

About this position
Digs Dog Care is a growing portfolio of premier pet resorts dedicated to delivering best‑in‑class boarding, daycare, grooming, and training experiences for dogs and the humans who love them. Here, teammates grow as leaders, pet parents experience legendary hospitality, and every dog thrives in a safe, spotless resort.

Our mission is to elevate the standard of care for pets by expanding a network of exceptional resorts, empowering our teams with the training and tools to succeed, and earning the trust of pet parents for life.

We are seeking a dynamic, energetic, and results‑driven Customer Lifecycle Manager to own how we engage, retain, and grow our customer base across the entire pet parent journey. The role will sit at the intersection of data and marketing, building cohort retention analysis, writing re‑engagement drip campaigns, and planning events such as “Yappy Hour” at resorts.

Responsibilities
Lifecycle Strategy & Customer Journey

Define and continuously refine the Digs customer journey, from first‑time visitor through long‑term loyalist, including key segments such as new pet parents, daycare regulars, seasonal boarders, lapsed customers, and high‑value loyalists.

Identify the critical moments in the lifecycle (first booking, first stay, post‑stay, etc.) and design the marketing program around each.

Build a lifecycle measurement framework: activation rate, repeat booking rate, frequency, retention by cohort, LTV, and reactivation rate.

CRM, Email, and Automation

Own the CRM roadmap, including platform strategy, segmentation model, and lifecycle automation across email, SMS, and push.

Build and optimize core lifecycle flows: welcome and onboarding, first‑stay prep, review and referral, birthday and milestone, and VIP/loyalty.

Data & Analytics

Translate booking, CRM, and customer data into actionable insights.

Define KPIs for every lifecycle program and report regularly on performance, incrementality, and contribution to revenue and retention.

Community Engagement & Events

Work with the marketing manager to tie programs back to lifecycle outcomes: new customer acquisition, second‑visit conversion, lapsed customer reactivation, and word‑of‑mouth referral.

Loyalty, Referral, & Reviews

Own our referral program and review generation engine as connected lifecycle levers, not standalone tactics.

Use lifecycle triggers to ask for the right action from the right customer at the right moment.

Cross‑Functional Partnership

Partner with General Managers and operations to ensure lifecycle programs reflect the on‑the‑ground customer experience and that in‑resort moments feedback into CRM.

Partner with paid acquisition to ensure smooth hand‑off from first conversion to first stay to long‑term customer.

Partner with brand marketing and content teams on voice, creative, and storytelling across lifecycle touchpoints.

Basic Qualifications
Education:

Bachelor’s degree in marketing, business communications, or a related field.

Experience:

4–6 years of marketing experience, with a focus on lifecycle, CRM, or retention marketing.

Strong analytical knowledge and comfort with spreadsheets and BI tools (Looker, Tableau, etc.).

Demonstrated experience designing and measuring lifecycle programs with clear results.

Experience with community marketing or local/multi‑location marketing is a strong plus.

In‑Person:

Ability to be in‑office 4 days per week at 2 North Riverside Plaza Suite 1950, Chicago, IL 60606.

Travel:

Minimal required.

What We Offer

Competitive salary and benefits package.

Opportunities for professional development and career development.

Pay range:

$90,000 – $115,000 per year (Chicago HQ).

#J-18808-Ljbffr