Vice President of User Lifecycle Management

Vice President of User Lifecycle Management — Digital Asset Fintech
Detailed Job Description
The Vice President of User Lifecycle Management will lead the company’s end-to-end user lifecycle strategy, from acquisition and onboarding through engagement, retention, expansion, and long-term relationship development.
This executive will work closely with Product, Marketing, Growth, Customer Success, Data, Compliance, and Technology teams to build a scalable lifecycle-management framework that improves user engagement, strengthens customer relationships, and supports sustainable business growth.
The ideal candidate will bring extensive experience in user lifecycle management, customer growth, retention strategy, fintech, financial services, digital platforms, or technology-enabled businesses, with a strong understanding of data-driven customer management and complex digital products.
Core Responsibilities
1. User Lifecycle Strategy
Develop and execute a comprehensive user lifecycle strategy covering acquisition, onboarding, activation, engagement, retention, expansion, and reactivation.
Define lifecycle stages, user segments, behavioral profiles, and engagement frameworks.
Establish lifecycle-management objectives aligned with corporate growth and customer strategy.
Develop strategies to improve the overall user journey across digital products and financial services.
Continuously evaluate lifecycle performance and identify opportunities for optimization.
2. Customer Acquisition & Onboarding
Partner with Marketing, Growth, Product, and Compliance teams to optimize user acquisition and onboarding processes.
Improve registration, account setup, verification, activation, and first-use experiences.
Identify and reduce friction throughout the onboarding journey.
Develop segmentation strategies for different customer groups, markets, and product categories.
Establish onboarding KPIs and monitor conversion performance.
3. Engagement & Retention
Develop programs designed to increase user engagement, product adoption, and long-term retention.
Analyze customer behavior to identify engagement opportunities and potential churn indicators.
Create personalized lifecycle campaigns based on customer profiles, activity patterns, and product usage.
Develop retention strategies for high-value and strategically important customer segments.
Establish systematic approaches for re-engaging inactive or declining users.
4. Customer Segmentation & Personalization
Build sophisticated customer-segmentation frameworks using behavioral, transactional, demographic, and product data.
Develop personalized customer journeys across different lifecycle stages.
Partner with Data and Analytics teams to identify behavioral trends and customer opportunities.
Establish customer-value segmentation and prioritization models.
Use customer insights to support product, marketing, and commercial decision-making.
5. Product Adoption & Expansion
Work closely with Product and Commercial teams to increase adoption of relevant products and services.
Develop lifecycle strategies supporting cross-product engagement and customer expansion.
Identify opportunities to introduce customers to additional products, features, and services.
Analyze customer usage patterns to inform product-development priorities.
Establish programs that improve customer lifetime value and relationship depth.
6. Data, Analytics & Lifecycle Technology
Build a data-driven lifecycle-management operating model.
Partner with Data, Analytics, Engineering, and Technology teams to develop customer intelligence capabilities.
Establish dashboards and reporting systems covering acquisition, activation, engagement, retention, churn, and customer value.
Implement lifecycle automation and customer-engagement technologies where appropriate.
Ensure customer insights are translated into measurable business actions.
7. Customer Experience & Journey Optimization
Map and continuously improve the end-to-end customer journey.
Identify friction points across onboarding, product usage, service interactions, and account management.
Partner with Customer Success and Customer Support teams to improve customer experience.
Establish customer-experience standards across major lifecycle stages.
Use customer feedback, behavioral data, and operational metrics to drive continuous improvement.
8. Risk, Compliance & Responsible Customer Management
Collaborate with Compliance, Legal, Risk, and Operations teams to ensure lifecycle programs follow applicable requirements and internal policies.
Ensure customer communications and engagement programs are appropriately governed.
Establish lifecycle processes that balance growth objectives with customer protection and operational risk management.
Maintain appropriate controls around customer data, communications, and automated engagement.
Support responsible customer-management practices across all lifecycle stages.
9. Cross-Functional Leadership
Lead collaboration across Product, Marketing, Growth, Customer Success, Data, Technology, Operations, Compliance, and Finance.
Establish clear ownership and accountability for lifecycle-management initiatives.
Build cross-functional operating processes that support rapid execution and continuous optimization.
Present lifecycle performance, strategic priorities, and recommendations to executive leadership.
Develop and mentor a high-performing lifecycle-management organization.
Candidate Profile
15–20+ years of progressive experience in user lifecycle management, customer experience, growth, retention, CRM, fintech, financial services, technology, or digital platforms.
Significant experience leading customer lifecycle, customer growth, retention, CRM, or related functions at an executive level.
Strong understanding of customer acquisition, onboarding, activation, engagement, retention, churn management, and customer lifetime value.
Proven experience building data-driven customer lifecycle strategies for digital products or technology-enabled financial services.
Strong understanding of customer segmentation, behavioral analytics, personalization, CRM platforms, and lifecycle automation.
Experience working with Product, Marketing, Data, Technology, Customer Success, Compliance, and Operations teams.
Demonstrated ability to translate customer data and behavioral insights into measurable business outcomes.
Strong analytical, strategic-planning, communication, and executive leadership capabilities.
Experience in digital assets, fintech, payments, investment platforms, financial technology, or other technology-enabled financial services preferred.
International or cross-border customer-management experience preferred.
Bachelor’s degree in Business, Marketing, Finance, Economics, Data Analytics, Technology, or a related field required; MBA or equivalent advanced qualification preferred.

Work arrangement
No