Director of Customer Lifecycle Management (D2C)

About Juvenon

Founded by visionary UC Berkeley scientists, Juvenon is a premier direct-to-consumer (DTC) nutraceutical brand, producing precision-crafted formulas that power all four pillars of health and performance via the body's natural systems.

Backed by rigorous research, our products empower millions of individuals to perform at their peak today, while future-proofing that capability for decades to come. A core driver of our growth is our continuous subscription model, which helps our community maintain a daily commitment to their health.

Role Overview

We are seeking a high-energy, deeply analytical, and empathetic Director of Customer Lifecycle Management to own the post-purchase experience. In this role, you will sit at the intersection of customer service, retention marketing, and community loyalty . You will design and execute omni-channel strategies across email, SMS, direct mail, and customer support channels to optimize customer lifetime value (LTV), drive subscription continuity, and minimize churn.

This is a senior role, highly analytical and strategic but also very hands on.

Your Mission: Transform every single first-time buyer into a lifelong advocate for their own longevity journey with Juvenon.

Key Responsibilities

Subscription Lifecycle & Retention Marketing

• Design and optimize automated lifecycle flows (e.g., onboarding, post-purchase education, subscription replenishment, win-backs, and churn prevention) across all digital and offline channels.
• Develop transactional and milestone-based messaging that clearly explains the timeline of health benefits consumers can expect from our supplements.
• Formulate data-driven retention strategies specifically aimed at extending the longevity of our subscription/continuity revenue model.

Customer Service & Touchpoint Strategy

• Oversee and elevate customer service operations , ensuring the support team is equipped with the messaging, tools, and training needed to drive retention during customer interactions.
• Implement "Save-the-Sale" protocols and incentive programs for the support team to successfully mitigate subscription cancellations.
• Gather qualitative feedback from support tickets to identify friction points in the customer journey and turn negative experiences into loyalty wins.

Loyalty & Advocacy Programs

• Own the strategy, growth, and continuous improvement of the Juvenon Rewards/Loyalty program to incentivize repeat purchases.
• Develop VIP tiers and advocacy rewards that recognize and cater to our highest-value, long-term subscribers.
• Create engagement campaigns that build a sense of community, educating customers on cellular health and lifestyle optimization.

Omnichannel Performance & Analytics

• Analyze key lifecycle metrics including Churn Rate, Customer Lifetime Value (LTV), Cohort Retention, and Net Promoter Score (NPS).
• Conduct continuous A/B testing on subject lines, creative assets, copy, delivery timing, and offer structures across channels to constantly lift performance.
• Collaborate with data teams to build unified customer profiles and build dynamic audience segments for hyper-personalized marketing.

What We Are Looking For

• Experience: 4+ years of dedicated experience in lifecycle marketing, customer retention, or customer experience management, with a strong preference for experience with DTC e-commerce, wellness, or subscription-based company .
• Omnichannel Savvy: Deep hands-on experience running campaigns across Email, SMS, and Direct Mail , as well as managing customer support interfaces.
• Tech Stack Proficiency: Familiarity with modern DTC tech stacks, such as Shopify, subscription software (e.g., ReCharge), Email/SMS platforms (e.g., Klaviyo), and Customer Support helpdesks (e.g., Gorgias).
• Analytical Mindset: Comfortable working with data tools (Google Analytics, Looker Studio, or specialized attribution systems) to pull insights and prove ROI.
• Empathy & Drive: A genuine passion for helping people lead healthier, longer lives, paired with a relentless focus on moving business-critical metrics.

Benefits & Perks

• Competitive salary and performance-based bonus structures
• Comprehensive health insurance (100% paid by Juvenon for you and your dependents)
• 401K
• Flexible/Remote work arrangements
• Generous allowance of Juvenon products to keep you feeling your absolute best