Head of Lifecycle Marketing

<div class="row mt3 mb3 pb2" data-qa="job-description"> <div class="col internal-job-description-container text-gray-700"> <div>We believe communication belongs to everyone. We exist to democratize phone service.&nbsp; TextNow&nbsp;is evolving the way the world connects and that's because we're made up of people with curious minds who bring an optimistic, yet critical lens into the work we do.&nbsp;&nbsp; We're the largest provider of free phone service in the nation. And we're just getting started.</div> <div>&nbsp;</div> <div>Join&nbsp;us in our mission to break down barriers to communication and free the flow of conversation for people everywhere.</div> <div>&nbsp;</div> <div>TextNow is building the most flexible phone service in North America. As an app first wireless carrier, we give customers control with no contracts, no hidden fees, and no rigid rules. We serve ambitious, self directed people who expect transparency, value, and freedom in how they connect.</div> <div>&nbsp;</div> <div>As we enter our next phase of growth, retention and lifetime value are our biggest opportunities. We are looking for a strategic, data driven <strong>Head of Lifecycle Marketing </strong>to transform lifecycle into a core growth engine driving engagement, retention, and sustainable revenue.</div> <div>&nbsp;</div> <div>Reporting to the Head of Marketing, you will own the end to end customer lifecycle strategy from onboarding and education through engagement, monetization, retention, and winback.</div> <div>&nbsp;</div> <div>Your mandate is clear. Build a scalable lifecycle system that strengthens activation, accelerates habit formation, reduces churn, and increases long term customer value while protecting customer trust.</div> <div>&nbsp;</div> <div>You will lead a high impact lifecycle and marketing operations team and partner closely with Product, Analytics, Brand, and Performance Marketing to ensure customers understand, adopt, and continue choosing TextNow.</div> </div> </div> <div class="row mt4 mb3" data-qa="posting-list-0"> <div class="col internal-job-requirements-container"> <div class="text-h3_5 text-gray-700 mb2">&nbsp;</div> <div class="text-h3_5 text-gray-700 mb2"><strong>Lead Retention and Engagement Strategy</strong></div> <div class="pt1 text-gray-700"> <ul> <li>Own lifecycle KPIs including activation, engagement, retention, churn reduction, and lifetime value</li> <li>Define and execute a lifecycle roadmap aligned to company and marketing OKRs</li> <li>Translate customer insights and behavioral data into measurable programs that drive long term value</li> <li>Partner cross functionally to deliver a consistent, high quality customer experience across the funnel</li> </ul> </div> </div> </div> <div class="row mt4 mb3" data-qa="posting-list-1"> <div class="col internal-job-requirements-container"> <div class="text-h3_5 text-gray-700 mb2"><strong>Transform Onboarding and Early Experience</strong></div> <div class="pt1 text-gray-700"> <ul> <li>Redesign onboarding to improve clarity, trust, and early habit formation</li> <li>Identify key early behaviors tied to long term retention and build programs to drive them</li> <li>Reduce early churn through proactive education and expectation setting</li> <li>Elevate email, push, and in app messaging with clearly defined channel roles</li> </ul> </div> </div> </div> <div class="row mt4 mb3" data-qa="posting-list-2"> <div class="col internal-job-requirements-container"> <div class="text-h3_5 text-gray-700 mb2"><strong>Build Personalization at Scale</strong></div> <div class="pt1 text-gray-700"> <ul> <li>Develop a scalable segmentation framework rooted in lifecycle stage, intent, and behavioral signals</li> <li>Launch behavior triggered engagement and monetization programs</li> <li>Improve message to user fit across cohorts and use cases</li> <li>Continuously optimize targeting to increase relevance and engagement</li> </ul> </div> </div> </div> <div class="row mt4 mb3" data-qa="posting-list-3"> <div class="col internal-job-requirements-container"> <div class="text-h3_5 text-gray-700 mb2"><strong>Establish a High Performance Testing Engine</strong></div> <div class="pt1 text-gray-700"> <ul> <li>Create and own a disciplined lifecycle experimentation roadmap</li> <li>Drive testing across messaging, offers, segmentation, and value propositions</li> <li>Measure incremental impact and downstream behavior, not vanity metrics</li> <li>Oversee lifecycle platform architecture and reporting in partnership with Marketing Operations</li> </ul> </div> </div> </div> <div class="row mt4 mb3" data-qa="posting-list-4"> <div class="col internal-job-requirements-container"> <div class="text-h3_5 text-gray-700 mb2"><strong>Own Channel Strategy</strong></div> <div class="pt1 text-gray-700"> <ul> <li>Lead lifecycle strategy across email, push, and in app messaging</li> <li>Set standards for frequency, targeting, and customer experience</li> <li>Balance monetization goals with long term brand trust</li> </ul> </div> </div> </div> <div class="row mt4 mb3" data-qa="posting-list-5"> <div class="col internal-job-requirements-container"> <div class="text-h3_5 text-gray-700 mb2"><strong>Who You Are:</strong></div> <div class="pt1 text-gray-700"> <ul> <li>10 to 12 plus years of progressive experience in lifecycle, CRM, retention, or growth marketing with meaningful ownership of company level retention and revenue outcomes</li> <li>Proven leader who has built and scaled lifecycle strategy in a high growth, consumer, subscription, or app first business</li> <li>Demonstrated track record of materially improving activation, engagement, retention, and lifetime value at scale</li> <li>Strategic thinker who sees lifecycle as a core growth lever, not just a messaging function</li> <li>Deep expertise in segmentation, behavioral targeting, experimentation design, and incremental measurement</li> <li>Highly analytical and data fluent with strong command of cohort analysis, performance modeling, and customer behavior insights</li> <li>Experienced operator who understands lifecycle infrastructure, platform architecture such as Braze or similar tools, and marketing systems design</li> <li>Strong cross functional leader who can influence Product, Analytics, Creative, and Performance teams to align around shared growth goals</li> <li>Builder of high performing, accountable teams with clear standards and operational discipline</li> <li>Growth oriented but deeply protective of customer trust, brand equity, and long term value creation</li> <li>Comfortable operating with executive visibility and accountability in a fast scaling environment</li> </ul> </div> </div> </div> <div class="row mt2 pb2" data-qa="salary-range"> <div class="col text-gray-700"> <div>&nbsp;</div> <div>&nbsp;</div> <div>CAD Salary Range: 176,000 - 224,000&nbsp;</div> <div>USD Salary Range: 154,000 - 220,000</div> <div>NYC, CT, NJ, Seattle, LA, San Diego USD Salary Range: 169,000 - 242,000</div> <div>San Francisco / Bay Area USD Salary Range: 184,000 - 264,000</div> </div> </div> <div class="section page-centered" data-qa="salary-range"> <div>&nbsp;</div> <div>Final compensation will be determined based on a number of factors, including skills, experience, location and on-the-job performance. We’re committed to paying competitively to hire and retain high-caliber talent. We recognize that exceptional talent may fall outside of these ranges; we encourage all qualified candidates to apply even if their compensation expectations are outside of the listed range.</div> <div>&nbsp;</div> <div>This posting is for a current active vacancy</div> <div>&nbsp;</div> </div> <div class="section page-centered" data-qa="closing-description"> <div><strong>More about&nbsp;TextNow</strong>&nbsp;</div> <div>&nbsp;</div> <div><em><strong>Our culture</strong></em>&nbsp;</div> <div>We’re proud of the culture that we’ve built at TextNow, but one of the most common questions we hear is ‘how do you continue to sustain it as the world and the company continues to change?’ The reality is that we’re only able to keep up because each and every TextNovian contributes to our culture through being involved, by living our values, sharing feedback, embracing change and more! &nbsp;</div> <div>&nbsp;</div> <div>&nbsp;</div> <div><em><strong>Our&nbsp;values</strong></em>&nbsp;</div> <div><strong>Customer Obsessed</strong>&nbsp;</div> <div>We strive to have a deep understanding of our customers.&nbsp;</div> <div>&nbsp;</div> <div><strong>Do Right&nbsp;By&nbsp;Our People</strong>&nbsp;</div> <div>We treat each other with fairness, respect, and integrity.&nbsp;</div> <div>&nbsp;</div> <div><strong>Accept the Challenge</strong>&nbsp;</div> <div>We adopt a "Yes, We Can" mindset to achieve ambitious goals.&nbsp;</div> <div>&nbsp;</div> <div><strong>Act Like an Owner</strong>&nbsp;</div> <div>We treat this company like&nbsp;it's&nbsp;our own... because it is!&nbsp;</div> <div>&nbsp;</div> <div><strong>Give a Damn</strong>&nbsp;</div> <div>We are deeply committed and passionate about our work and achieving results.&nbsp;</div> <div>&nbsp;</div> <div>&nbsp;</div> <div><em><strong>Our benefits and more</strong></em>&nbsp;</div> <div>This is a brief overview of the benefits that&nbsp;TextNow&nbsp;offers its employees. More complete details can be found in&nbsp;TextNow’s&nbsp;Benefit Guide&nbsp;and legal plan documents, which are available to employees on or shortly after&nbsp;their start date with&nbsp;TextNow. The benefits listed&nbsp;herein&nbsp;are for illustrative purposes only and may change from time-to-time in&nbsp;TextNow’s&nbsp;sole discretion.&nbsp;</div> <div>&nbsp;</div> <div>Free phone service&nbsp;</div> <div><span class="TextRun SCXW245490484 BCX0" lang="EN-US" data-contrast="auto"><span class="NormalTextRun CommentHighlightHovered SCXW245490484 BCX0">Hybrid role with offices in Waterloo and San Francisco</span></span></div> <div>Strong work life blend  &nbsp;</div> <div>Employee&nbsp;stock&nbsp;options &nbsp;</div> <div>Unlimited vacation &nbsp;</div> <div>12 paid holidays&nbsp;per year&nbsp;</div> <div>Competitive pay&nbsp;</div> <div>Health,&nbsp;dental, and vision&nbsp;benefits&nbsp;</div> <div>Short-term &amp; long-term disability&nbsp;</div> <div>$750 annual wellness benefit&nbsp;or healthcare spending account&nbsp;</div> <div>RRSP matching (Canada) | 401(K) (USA)&nbsp;&nbsp;</div> <div>Parental leave&nbsp;for eligible employees&nbsp;</div> <div>Learning &amp; Development opportunities</div> <div>We travel a few times a year for various team events,&nbsp;company-wide&nbsp;off-sites, and more&nbsp;</div> <div>More information about our total rewards package will be available during the hiring process.&nbsp;</div> <div>&nbsp;</div> <div><strong>Dogfooding &amp; Customer Obsession</strong>&nbsp;</div> <div>At&nbsp;TextNow, every employee gets to actively use our app for calling and texting. Dogfooding helps us experience what customers do, to spot issues early, and drive better design, developer, and user experiences.&nbsp;</div> <div>&nbsp;</div> <div><strong>Diversity and Inclusion</strong>&nbsp;</div> <div>Our aim is to make every person who joins TextNow feel like they belong, that they’re valued, and that they’re able to be their authentic selves at work. &nbsp;</div> <div>We’re all accountable for creating an inclusive culture and a sense of belonging for one another. By doing this together, we’ll make TextNow better for everyone. &nbsp;</div> <div>&nbsp;</div> <div><strong>Equal opportunity</strong>&nbsp;</div> <div>We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We consider all qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic.&nbsp;</div> <div>&nbsp;</div> <div>Applicants who require reasonable accommodation during the hiring process may contact our&nbsp;Talent Team.&nbsp;</div> <div>&nbsp;</div> <div><em>AI usage: We use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact our Talent Team.</em></div> <div>&nbsp;</div> <div><strong>TextNow&nbsp;Candidate Policy</strong>&nbsp;</div> <div>By&nbsp;submitting&nbsp;an application to&nbsp;TextNow, you agree to the collection, use, and disclosure of your personal information&nbsp;in accordance with&nbsp;the <u><a href="https://www.textnow.com/legal/candidate-privacy-policy">TextNow Candidate Policy</a></u>&nbsp;</div> </div> <p>&nbsp;</p>