Senior Customer Lifecycle Specialist

The Senior Customer Lifecycle Specialist's mission:

The mission of the Senior Customer Lifecycle Specialist is to lead the design, execution, and continuous optimization of complex, multi-channel communication strategies that elevate the customer experience and drive measurable business outcomes.

This role serves as a strategic connector between business goals, execution, and AI-assisted content creation—ensuring communication across the customer lifecycle is timely, relevant, and aligned with data-driven strategies.

The person in this role will also **mentor other team members (**Customer Lifecycle Specialists and Analysts), lead innovation in lifecycle practices, and influence cross-functional teams and broader company-wide communication efforts.

The expected outcome:

• Seamless & Personalized Journeys: Design customer journeys that are not only seamless across channels (email, push, SMS, WhatsApp, auto phone calls) but also deeply personalized and responsive to customer behavior.
• Lifecycle Innovation & Ownership: Take full ownership of lifecycle strategies, from segmentation to orchestration to messaging, pushing boundaries to unlock new business value.
• Strategic Collaboration: Proactively collaborate with product, engineering, and marketing stakeholders to ensure lifecycle communications drive key product and business metrics.
• Increased Engagement and Conversion: Continuously improve communication campaigns’ engagement and conversion rates through data-driven strategies, rigorous testing, and relevant content.
• AI-powered Content Strategy: Leverage and scale messaging through the use of AI tools while maintaining high creative and strategic quality across all communications.
• Knowledge Sharing & Mentorship: Share knowledge and mentor Customer Lifecycle Specialists and Analysts; foster a learning culture around lifecycle thinking, Braze usage, AI tools, and communication best practices.
• Improved Channel Health: Monitor and maintain the health of communication channels, promptly addressing any issues to prevent disruptions in customer interactions.

The day to day tasks:

• End-to-End Strategy Ownership: Define, lead, and refine communication journeys based on lifecycle stages and behaviors, aligned with broader product and business goals.
• AI-Driven Content Creation: Create and review high-quality messaging content (email, SMS, push, WhatsApp, auto calls), using AI tools like ChatGPT, Jasper, etc., and ensure tone, logic, and UX are optimal.
• Cross-Channel Orchestration: Lead technical setup and orchestration of communications in Braze, ensuring flows are well-documented, scalable, and maintainable.
• Performance Analysis: Monitor KPIs, build reports, and proactively act on performance drops or opportunities with clear recommendations.
• Lifecycle QA: Serve as the final reviewer for communication setups by others. Identify and prevent messaging conflicts, over-communication, or errors in audience segmentation.
• Team Enablement: Build templates, guides, and best practices for communication excellence; support onboarding of new team members.
• Collaboration & Influence: Participate in marketing planning, product reviews, and data sync initiatives—ensuring customer comms are included in every critical moment.

Why YOU should apply:

• Experience: 5+ years in lifecycle marketing or customer communications in Mexico-based companies, preferably in fintech, startups, or product-led environment

• Certifications:

  • Braze Marketer Certification, or relevant certifications in marketing automation / lifecycle marketing.

• Technical Skills:

  • Deep expertise with Braze or equivalent marketing automation tools (advanced segmentation, personalization, action-based triggers, liquid logic).
  • 3+ years of experience with SQL—confident in writing complex queries for performance analysis and audience targeting.
  • Mastery of AI-powered content creation tools (e.g., ChatGPT, Jasper, Copy.ai)
  • Knowledge of UX/UI principles and how they impact the effectiveness of in-app messaging and design
  • Strong experience designing and optimizing multi-channel messaging (email, WhatsApp, push, SMS, auto phone calls).
  • Strong understanding of communication channel deliverability, data integrity, and event-based personalization.

• Analytical Skills:

  • A data-driven mindset with experience in A/B testing, segmentation, and analytics.
  • Proven ability to analyze lifecycle data, identify root causes, and propose actionable strategies.
  • Comfortable interpreting performance reports and prioritizing improvements.
  • Critical thinker—goes beyond the surface and can evaluate diverse inputs to reach sound conclusions.

• Communication Skills:

  • Excellent written and verbal communication skills, with the ability to create compelling marketing content.
  • Excellent cross-functional collaboration skills to work with product, marketing, and engineering teams.
  • Up-to-date with the latest trends and developments in digital marketing and owned media.
  • Proficiency in English (written and spoken), at a professional business level.

What we can offer:

• Being part of a multicultural, highly driven team of professionals
• 20 vacation days / year + 75% holiday bonus (Prima Vacacional)
• 1 month (proportional) of Christmas bonus (Aguinaldo)
• Food vouchers
• Health & Life insurance
• Competitive salary