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Senior Customer Lifecycle Specialist

Baubap

Baubap

Customer Service
Mexico
Posted on May 28, 2025

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