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Customer Lifecycle Jr Manager

hace 10 horas

Mexico City Metropolitan Area DolFinTech A tiempo completo

Company:
DolFinTech
(Barri + Dolex). Financial Services (Remittances and debit card).

Modalidad: 100% Presencial CDMX (Zona WTC) o MTY – 8am a 5pm lun-vie.

Salario: $50-70k brutos mensuales, fondo de ahorro, SGMM, vales de despensa y prestaciones superiores por ley.

Position: Customer Lifecycle & Retention Manager

ROL PURPOSE

To maximize the long-term value of every DolFinTech user by driving engagement, activation, repeat transactions, and loyalty across the entire customer lifecycle. This role designs, executes, and optimizes personalized, data-driven journeys that reduce churn, increase retention, and steadily grow customer LTV across both retail-originated and digital-originated users.

VALUE DELIVERED TO BUSINESS

The Customer Lifecycle & Retention Manager is a core driver of DolFinTech's sustainable growth by:

  • Increasing user activation and digital adoption.
  • Boosting frequency of remittance and financial service usage.
  • Maximizing LTV through personalized engagement and product cross-sell.
  • Reducing churn and improving user loyalty across cohorts.
  • Ensuring the customer stays connected to Dolfintech regardless of channel (store or app).
  • Turning retail-acquired users into high-value digital users.

KEY RESPONSIBILITIES

Lifecycle Strategy & Journey Design

  • Define and execute multi-stage lifecycle strategies: onboarding, activation, engagement, repeat usage, retention, lapse recovery.
  • Build segmented and personalized journeys based on behavior, cohorts, product usage, risk signals, and engagement patterns.
  • Partner with Data & Martech to define triggers, events, attributes, and segmentation logic.

Retention & Churn Prevention

  • Develop predictive churn models with Data teams to reduce drop-off at key moments.
  • Define and run automated retention flows across email, push, SMS, in-app, and WhatsApp.
  • Build "save strategies" for at-risk users and execute reactivation campaigns.

Digital Adoption Acceleration

  • Convert retail users into high-frequency digital app users through phased behavioral nudges.
  • Partner with Retail Activation to ensure store education aligns with lifecycle messaging.
  • Optimize onboarding funnels and remove friction points in partnership with Product.

Cross-sell & Monetization

  • Identify cross-sell and upsell opportunities across remittances, bill payments, top-ups, digital card, and financial services.
  • Build behavioral triggers and personalized offers to increase basket size and revenue per user.

Experimentation & Optimization

  • Run continuous A/B and multivariate testing across communications and journeys.
  • Improve CPA-to-LTV efficiency through lifecycle-driven retention strategies.
  • Apply funnel analytics to uncover growth opportunities across channels.

Collaboration & Leadership

  • Work cross-functionally with Product, Marketing, Data, Acquisition, Retail to Digital, CX, and Operations.
  • Present insights and progress to senior leadership.

HARD / TECHNICAL SKILLS

·       Deep expertise in lifecycle growth, CRM (Hubspot or Braze), retention strategies, and consumer engagement.

·       Strong understanding of segmentation, cohorts, behavioral analytics, and customer journeys.

·       Ability to build automated lifecycle flows (email, push, in-app, SMS, WhatsApp).

·       Experience with A/B testing frameworks and experimentation design.

·       Strong analytical skills: interpreting funnels, conversion rates, behavioral metrics, and LTV modeling.

·       Data-driven decision-making with clear hypothesis testing.

SOFT SKILSS

·      Strong customer empathy and obsession with user experience.

·      Strategic thinker with the ability to simplify complexity.

·      Execution excellence and ownership mentality.

·      Cross-functional collaboration and influence without authority.

·      Problem-solving mindset with bias for experimentation.

·      Clear communication and stakeholder alignment.

REQUIRED EXPERIENCE

· years in CRM, lifecycle marketing, customer retention, or growth roles.

·      Proven track record managing data-driven lifecycle programs at scale (preferably in fintech, remittances, payments, or marketplaces).

·      Experience migrating users from offline to digital channels is a strong advantage (Nice to have).

·      Experience working with large user bases and multi-channel communication environments.

·      Demonstrated success improving retention, churn, and LTV metrics.

PLATFORMS CANDIDATE SHOULD KNOW

(Ideal, not all required but highly valuable)

CRM / Marketing Automation

·       Braze, CleverTap, HubSpot, Salesforce Marketing Cloud.

Analytics & Data

·       GA4, Mixpanel, Looker, SQL,

Experimentation

·       Optimizely, Firebase A/B Testing, Appcues, LaunchDarkly (or similar feature flag tools).

Communication Channels

·       Push notifications, SMS, WhatsApp Business API, in-app messaging, email platforms.

SUCCESS METRICS

Engagement & Frequency

·   Increase in monthly active users (MAU).

·   Increase in digital active rate (DAR).

Retention

·       Reduction in churn rate by cohort.

·       Retention rate at 30, 60, 90, 180 days.

·       Increase in repeat usage ratios.

LTV Growth

·       Improvement in LTV/CAC ratio.

·       Revenue per active user (RPU).

·       Cross-sell conversion rates.

Digital Migration

·       % of retail-originated users who activate the app.

·       % of migrated users becoming frequent transactors.

Journey Performance

·       Open rates, CTR, CVR, and conversion uplift from lifecycle campaigns.

·       A/B testing win rate and effectiveness.