Director, Lifecycle Marketing

About Us:

ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms.

We support over 20,000 restaurants across North America, helping process $1B+ in gross food sales while saving our partners over $700M in third-party commission fees. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash. 

Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, Kanika Soni. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy.

About the Position:

As the Director of Lifecycle Marketing to own the full customer journey — from activation to renewal to expansion.

This role is equal parts strategy, systems, and storytelling: You’ll architect and execute lifecycle programs that increase pipeline conversion, activation, retention, and lifetime value (LTV) across both restaurant (B2B) and diner (B2C) audiences.

You’ll lead a small, high-impact team and partner closely with Sales, CX, Product Marketing, and RevOps to turn every touchpoint into revenue impact — from nurture to onboarding, renewal, upsell, and referral.

This is a revenue-critical role. You’ll build a scalable automation engine and a connected customer journey that drives measurable growth at every stage of the funnel.

Reports to the Head of Marketing. Will directly manage a team of 3-5.

This is a remote role based in the United States. Please note: ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages.

WHAT WE LOVE ABOUT YOU:

You put restaurants first. You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive.

You celebrate diversity. You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are.  You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts.

You raise your hand. You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it.

You keep reaching. You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges.

• Lifecycle & Retention Strategy
• Own the full lifecycle across restaurant partners and diners, from first touch to loyalty and advocacy

• Build and optimize multi-stage nurture and retention programs across email, push, SMS, and in-app channels

• Define and improve conversion, activation, and retention metrics across the funnel

• Map end-to-end journeys and design experiments that drive speed-to-value, engagement, and renewal
• Partner with Sales, CX, and Product to create a seamless, data-driven experience from lead to long-term customer

• Pipeline Conversion & Activation
• Build automated nurture sequences that convert marketing-qualified leads (MQLs) → SQLs → closed deals
• Improve onboarding and activation through behavioral triggers and personalization
• Design lifecycle touch points that accelerate decision-making and reduce drop-off
• Partner with SDR and AE teams on campaign handoff and follow-up strategy
• Retention, Expansion & Loyalty
• Create cross-sell, upsell, referral, and win-back programs that increase net revenue retention (NRR)

• Collaborate with CX and Product Marketing to drive feature adoption and customer success

• Launch customer advocacy and referral initiatives to drive organic growth

• Analyze churn data and implement proactive retention campaigns for at-risk segments

• Sales Partnership
• Own the marketing automation and CRM stack (Iterable, Salesforce, Marketo)

• Build trigger-based journeys and lifecycle automations powered by behavioral data

• Partner with RevOps to fix data flow, routing, attribution, and measurement across systems

• Develop dashboards that track conversion, activation, retention, and expansion performance in real time

• Analytics & Experimentation
• Establish a testing culture—run A/B, holdout, and multivariate experiments across campaigns and segments
• Translate data into actionable insights that improve funnel performance
• Partner with Finance to quantify CAC, payback, LTV, and NRR impact
• Report results weekly and quarterly with clear recommendations for scaling

• Have 8+ years of experience in B2B/B2C lifecycle, retention, or CRM marketing
• Have 4+ years of direct management experience
• Have a proven record improving pipeline conversion, activation, and retention in SaaS or marketplace environments
• Have a strong understanding of high-velocity SMB or mid-market SaaS funnels ($10K–$50K ACV)
• Are an expert in marketing automation platforms (Iterable, Marketo, Braze, or HubSpot)
• Have experience leading teams and collaborating with Sales and CX to drive revenue outcomes
• Have an analytical mindset — you think in dashboards, test plans, and funnel math

• Expected On Target Earnings (OTE): $182,000- $236,000 (depending on candidate experience and location)
• Ongoing training and growth opportunities.
• A "Best Place to Work" winner multiple times where we focus on creating a great employee experience.
• Rock solid medical, dental, and vision plans.
• Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
• Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life
• 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave.
• 401(k) Matching
• Employer-contributing student loan assistance program or continuing education reimbursement program
• Employee Stock Incentive Plan.
• Pet insurance for your fur babies
• Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly.
• Enough freedom to spread your wings while still holding you accountable.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties and skills required.

As one of ChowNow’s core values, “Celebrates Diversity”, we are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.  We are committed to developing a barrier-free recruitment process and work environment, if you require any accommodation, please let us know at your earliest convenience and we’ll work with you to meet your accessibility needs.

Information Regarding Recruiting Scams: ChowNow does not engage in outreach to prospective candidates by text message about employment opportunities, interviews, or employment offers, and we do not make job offers after only one interview. ChowNow does not ask candidates to submit sensitive personal information (Passport details, banking information, etc.) as part of the interview process. ChowNow employment offers are made by a ChowNow Talent Acquisition team member with a @chownow.com email address only. ChowNow does not ask candidates to provide funds to the company for onboarding, equipment, or supplies. If you receive an employment inquiry or employment offer from a non @chownow.com email address, consider it spam.  

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