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Director, Lifecycle & CRM, Shop

• Remote - Americas
• Growth

About The Role

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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 ac

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