Customer Lifecycle Manager

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. This is a true lifecycle role: mapping the moments that matter, from a pet parent’s first search for boarding through the years they spend with us, and designing the CRM programs, community touchpoints, and in-resort moments that move them from one stage to the next.

This role will sit at the intersection of data and marketing. You will be just as comfortable building a cohort retention analysis as you are writing a re‑engagement drip campaign or planning a Yappy Hour at one of our resorts. You will partner closely with resort General Managers, Area Managers, and Operations to make sure every touchpoint feels like Digs.

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 marketing manager to tie programs back to lifecycle outcomes: new customer acquisition, second‑visit conversion, lapsed customer reactivation, and WOM 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 make sure lifecycle programs reflect the on‑the‑ground customer experience and that in‑resort moments feed back 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 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, focus on lifecycle, CRM, or retention marketing required.

Strong analytical knowledge, comfortable in spreadsheets, can navigate a BI tool (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.

90,000 – 115,000 USD per year (Chicago HQ)

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