Director, Lifecycle & CRM, Shop

Director, Lifecycle & CRM, Shop

Remote - Americas

About Shop

Shop is the consumer brand inside Shopify. Shop has hundreds of millions of users and lets customers discover new brands, pay quickly and safely via Shop pay, and track deliveries.

About the Role

You own Shop's consumer lifecycle program — the system that turns a first Shop Pay checkout or a single order-tracking visit into repeat engagement with Shop and with the brands can be found on Shop app.

The mandate: move buyers from one-time to frequent, and from tracking a package to discovering and buying again.

• Strategy and execution. Define the lifecycle architecture across push and email, plus the segmentation, triggers, offers and personalization behind it.
• Measurement. Set the standard: always-on holdouts to understand incrementality, and a clear line from any message we send to engagement, order frequency and merchant GMV.
• Platform. Lead the roadmap with product, data and engineering to build what the strategy needs (e.g., audience infrastructure, journey orchestration, message prioritization, frequency governance, experimentation.)
• The calendar. Buyers get one coherent, well-paced experience, not the sum of everyone's asks. BFCM and holiday peak included.
• Communication. Lifecycle touches nearly every buyer we have and nearly every team at Shop, so this job is as much alignment as craft. Sharp insights with clear communication will help get the right people on board.
• Creative. Push the work past functional. These messages should be worth opening.
• Zero defects. Buyer trust is the asset. A mis-sent message spends it.
• The team. At Shopify everyone is a manager and a doer. Hire and develop a small, senior team while staying deep in the work: determining the strategy, reviewing the copy, reading the query, shipping the campaign. Put AI agents to work across the lifecycle stack.

What you'll own

• The end-to-end consumer lifecycle program for Shop: onboarding, activation, cross-surface adoption (Shop Pay to Shop app), engagement, frequency, reactivation and churn prevention.
• Cross-sell and adoption strategy across Shop surfaces — order tracking, discovery, Shop Cash and offers, Shop Pay — with a clear point of view on what earns the next visit.
• Audience and segmentation strategy, including propensity and next-best-action models built with our data and ML teams.
• The measurement standard: holdouts, incrementality, contribution to order frequency and merchant GMV, and the definitions everyone else adopts.
• Contactability and consent as a growth asset: permission rates, opt-in strategy, list health, deliverability and sending reputation.
• Message governance: frequency capping, prioritization, and a single global lifecycle calendar, coordinated with merchant marketing, brand and paid media teams.
• Creative partnership and quality bar for all lifecycle communications, including localization for international markets.
• Program forecasting and regular business reporting to Shop and Growth leadership.
• Compliance and privacy posture for consumer messaging (GDPR, CASL, CAN-SPAM, TCPA, platform push policies), in partnership with Legal and Privacy.
• Executive and cross-org communication: the narrative, forecasts and results that go to Shop, Growth and Shopify leadership, and the alignment across product, brand, creative, merchant marketing, data, legal and international that lifecycle depends on.
• Team: hiring, developing and leading a senior, high-leverage lifecycle and CRM team.

Requirements

• ~15 years in lifecycle marketing, CRM, growth or retention, including experience leading teams and developing senior individual contributors.
• Track record owning a consumer lifecycle program at scale — hundreds of millions of users, multiple channels (push, email) — with accountability for engagement, frequency or retention targets, not just campaign delivery.
• Deep measurement fluency: you have built holdout and incrementality frameworks, can defend them to a skeptical audience, and can write your own SQL.
• Experience specifying and shipping lifecycle platform capability with product and engineering partners — CDP/audience infrastructure, journey orchestration, event pipelines, experimentation.
• Demonstrated zero-defect operating discipline in high-volume consumer messaging, and the systems and rituals to sustain it.
• Strong creative judgment; a portfolio of work that people actually enjoyed receiving.
• Experience in consumer marketplace, commerce, fintech or payments; comfort with two-sided dynamics where buyer engagement is also merchant value.
• Working knowledge of consumer messaging compliance and consent management across multiple markets.
• Exceptional written and verbal communication: you can compress a complex program into a one-page memo an executive acts on, and hold your own in a leadership review.
• Proven ability to drive alignment across product, brand, creative, data, legal and regional teams — representing lifecycle in planning and investment decisions, not just participating in them.
• Bonus: experience in loyalty or rewards currencies, international/multi-market lifecycle programs.

Shopifyhttps://www.shopify.com

About the discipline

Growth at Shopify

Every discipline at Shopify works close to real merchant problems. You'll join a team that owns meaningful scope, ships to a high bar, and helps millions of entrepreneurs start, run, and scale their businesses.

Growth and rewards

Mastery-matched compensation.

Explore rewards

~Mastery

At Shopify, getting better at your craft and increasing your impact is how you grow. Twice a year, we assess both in our ~Mastery cycle, Shopify’s performance review. Achieving higher ~Mastery is a promotion, and when you earn a promotion your total rewards grow with it. Crafter and manager are equal paths, so you can pursue excellence in the craft you’re best at.

Total Rewards

With Flex Comp, your Rewards Wallet gives you agency over your compensation mix. Adjust your mix of cash, restricted share units, and stock options (including programs like Long-Term Equity)* to where it makes sense for you, and mix it up anytime as life and priorities change. Buying a house? Want more skin in the game? Just experimenting? It’s your call.

* Flex Comp program offerings vary based on location, role, and employment type. Full details are set out in our Terms & Conditions and related plan documents.

Built for real life

Room for the rest of your life.

Flexible work, remote by design

A flexible vacation policy means most Shopifolk can take the vacation days they feel they need to recharge.

If a change of everyday scenery is more your jam, Destination 90 means you can work from (almost) anywhere in the world for 90 days of the year.

Your setup

Your battlestation is your home base. Request the desk, chair, and AV gear you need to get shit done.

Benefits

You need ‘em, we’ve got ‘em. Our health and welfare benefits may include health, dental, vision, disability, and life insurance depending on your country. If you’re in a country without a package, you'll receive a monthly allowance. We also offer mental health support for you and your dependents, including immediate and confidential services like counseling and coaching sessions.

Family support

We offer fertility benefits globally, along with paid parental leave to welcome a new family member.

Applying to work here

Show us your craft.

Read the candidate guide

1Life Story

The Life Story is how we understand the themes of your career journey so far, human to human. What you’ve learned, and how you made a difference. Show us the trophies and the bruises: the problems you’ve solved, the challenges you encountered, the decisions you made, and the lessons you learned along the way.

2Craft assessment

We’re looking for world-class crafters. Crafters obsessed with pursuing excellence in their field. Our craft assessment looks at your personal journey toward mastery, and your potential to go broader and deeper in novel ways.

You’ll start with an online assessment, followed by a craft assessment. Show us what you do best, and how you do it. Shopify’s bar is high. Let your skills do the talking.

3Craft interviews

Building on your craft assessment, these interviews dive deeper into your experience and technical aptitude. Depending on the role, this may include technical deep dives focusing on projects you've previously worked on, collaborating in a design critique, exploring a dataset using SQL, or taking the lead on solving a problem with your interviewer as your co-pilot.