Senior Manager – Customer Lifecycle & Membership Growth Strategist – Driving Engagement & Retention at brighthush
About brighthush
At brighthush, we’re redefining the way businesses connect with their customers. As a leading innovator in the retail and wholesale sector, we empower brands to build lasting relationships through data‑driven membership programs, personalized experiences, and seamless omnichannel engagement. Our mission is simple: help companies turn every interaction into a lifelong partnership.
Why Join brighthush?
When you become part of the brighthush family, you’ll experience a culture that celebrates curiosity, collaboration, and continuous growth. We’re a remote-first organization headquartered in Philadelphia, but our impact is global. Here’s what sets us apart:
- Impactful Work: Your strategies will directly influence millions of customers, driving revenue and loyalty for top-tier brands.
- Innovation at Scale: Work with cutting‑edge analytics platforms, AI‑powered segmentation tools, and a suite of industry‑leading CRM solutions.
- Career Growth: We invest in your professional development through mentorship, leadership training, and access to industry conferences.
- Inclusive Culture: Diversity, equity, and inclusion are woven into every aspect of our operations—from hiring to daily collaboration.
- Work‑Life Harmony: Flexible remote work, generous PTO, and a results‑oriented approach keep you energized and focused.
Position Overview
As the Senior Manager – Customer Lifecycle & Membership Growth Strategist, you will lead a high‑performing team that designs, executes, and optimizes membership programs across our portfolio of clients. You’ll partner with product, data science, and marketing leaders to craft data‑driven strategies that increase enrollment, boost engagement, and maximize lifetime value.
Key Responsibilities
- Membership Growth & Acquisition: Develop and implement multi‑channel acquisition campaigns that drive new enrollments and convert trial users into paying members.
- Lifecycle Strategy Development: Map out end‑to‑end customer journeys, identify critical touchpoints, and create personalized retention tactics that keep members engaged.
- Data Analysis & Insight Generation: Leverage advanced analytics to uncover trends, segment audiences, and measure the ROI of membership initiatives.
- Team Leadership & Development: Mentor a team of analysts and program managers, fostering a culture of accountability, innovation, and continuous improvement.
- Stakeholder Collaboration: Work closely with product, marketing, finance, and operations to align membership strategies with broader business objectives.
- Performance Reporting: Build dashboards and executive reports that track key metrics such as enrollment rates, churn, and member lifetime value.
- Process Optimization: Identify bottlenecks in the membership lifecycle and implement streamlined workflows to improve efficiency.
- Vendor & Tool Management: Oversee relationships with third‑party platforms (e.g., ServiceTitan) and evaluate new tools that enhance program performance.
Essential Qualifications
- Bachelor’s degree in Business, Analytics, Marketing, Finance, Operations, or a related field (or equivalent professional experience).
- Minimum of 7 years of progressive experience in customer lifecycle management, membership program design, or loyalty strategy.
- At least 3 years of proven leadership experience, managing cross‑functional teams and driving results.
- Strong analytical mindset with proficiency in SQL, Excel, and data visualization tools (Tableau, Power BI).
- Hands‑on experience with ServiceTitan or similar service‑management platforms is highly preferred.
- Excellent communication skills, capable of translating complex data into actionable insights for both technical and non‑technical audiences.
- Demonstrated ability to develop and execute multi‑channel marketing campaigns that deliver measurable ROI.
Preferred Qualifications
- Advanced degree (MBA, MS in Analytics, etc.) or relevant certifications (e.g., Certified Loyalty Marketing Professional).
- Experience working in a fast‑paced, high‑growth SaaS environment.
- Knowledge of AI/ML techniques for customer segmentation and predictive modeling.
- Proficiency in additional CRM platforms such as Salesforce, HubSpot, or Braze.
- Track record of scaling membership programs from pilot to enterprise‑wide adoption.
Core Skills & Competencies
- Strategic Thinking: Ability to see the big picture while paying attention to granular details.
- Data‑Driven Decision Making: Comfortable turning raw data into clear, actionable strategies.
- Project Management: Skilled at juggling multiple initiatives, setting priorities, and meeting deadlines.
- Collaboration & Influence: Proven success in working with cross‑functional teams and influencing stakeholders at all levels.
- Adaptability: Thrive in a dynamic environment where priorities shift quickly.
- Customer‑Centric Mindset: Passion for creating delightful experiences that keep customers coming back.
Career Growth & Learning Opportunities
At brighthush, we believe that learning is a lifelong journey. As a Senior Manager, you’ll have access to:
- Executive mentorship programs that pair you with senior leaders across the organization.
- Paid training and certification courses in analytics, marketing automation, and leadership.
- Annual conference travel to industry events such as Loyalty360, CX Network, and SaaStr.
- Internal knowledge‑sharing sessions where you can present case studies and best practices.
- Clear promotion pathways to Director, Head of Customer Experience, or Chief Customer Officer roles.
Work Environment & Culture
Our remote-first model means you can work from anywhere while staying connected through:
- Weekly all‑hands video calls to keep the team aligned.
- Monthly virtual coffee breaks for informal networking.
- Quarterly in‑person retreats in Philadelphia to strengthen team bonds.
- State‑of‑the‑art collaboration tools (Slack, Miro, Notion) that make teamwork effortless.
Compensation & Benefits
We offer a competitive salary range of $100,000 – $150,000 per year, commensurate with experience and performance. In addition to base pay, you’ll receive:
- Annual performance bonus potential.
- Health, dental, and vision insurance with generous coverage.
- 401(k) plan with company match.
- Unlimited paid time off (PTO) and flexible work hours.
- Wellness stipend for gym memberships, meditation apps, or home office upgrades.
- Professional development budget and tuition reimbursement.
- Employee stock purchase plan (ESPP) to share in brighthush’s success.
Ready to Make an Impact?
If you’re a strategic thinker with a passion for customer loyalty, ready to lead a high‑impact team and shape the future of membership programs, we want to hear from you. Join brighthush and help us create unforgettable experiences that keep customers coming back for life.