About Stori
Stori is a fast-growing, venture-backed financial technology company, on a mission to democratize credit access for 400 million underbanked LatAm consumers. Stori currently operates in Mexico and has a global team with offices in Arlington Virginia, Mexico City, and Asia. We have quickly made our mark as one of the top digital banks in Mexico with more than two million applicants for our credit card product since launching.
Stori is one of the top-funded startups in the region with US$250 million raised to date. We are backed by top global venture capital funds, such as GGV Capital, GIC, Lightspeed Venture Partners, General Catalyst, Goodwater Capital, Mexico’s Tresalia Capital, Vision Plus Capital, BAI Capital and Source Code Capital; who have successfully invested in startups such as Affirm, Airbnb, Alibaba, Stripe, and TikTok.
Stori has a standout founder team among fintechs, leveraging 100+ years of accumulated experience in consumer finance, banking and technology across Mastercard, Intel, Capital One, Morgan Stanley, GE Capital, and HSBC in the U.S., Mexico and Asia. The team has launched and managed many multi-million-customer credit card products globally, providing a wide breadth of experience and knowledge to our team.
We welcome diversity of background, experience and thinking. Storians are passionate about our mission and take pride in the products we build. Our culture thrives off of a flat structure and an inclusive environment where all of our employees can be their authentic selves, with boundless opportunities for professional growth.
The Role: As our Customer Lifecycle Director, you will spearhead our vision to put customers at the heart of everything we do, guiding them through their entire journey with us. This Senior role is highly strategic and data-driven, requiring a profound understanding of customer behavior to lead cross-functional efforts in enhancing acquisition, retention, and loyalty. You will develop and execute a comprehensive customer lifecycle management strategy, using insights to captivate, influence behaviors and delight customers at every stage.
Main responsibilities:
- Strategic Leadership: Craft and implement an overarching lifecycle strategy that ensures a fluid customer journey from initial acquisition to loyal advocacy, improving engagement and satisfaction at every phase.
- Address Customer Valuation Issues: Implement strategies to ensure customers feel valued and recognized, addressing concerns of neglect and enhancing overall satisfaction.
- Focus on Retention and ARPU: Prioritize initiatives aimed at boosting customer retention and increasing average revenue per user (ARPU), ensuring business growth and sustainability.
- Reward Program Development: Design and roll out innovative reward programs, incorporating personalization to make rewards more relevant and appealing to individual customers.
- Data-Driven Insights: Employ advanced analytics to uncover user patterns, differentiate between detractors and promoters, and understand segmentation, personalization, product adoption, and Net Promoter Score (NPS).
- Customer Experience and Retention Strategies: Develop and refine retention strategies, focusing on enhancing the customer experience through constant iteration and personalization.
- Cross-Functional Collaboration and influence: Foster a collaborative environment with data scientists, engineers, and other departments to ensure seamless execution of lifecycle strategies and the integration of customer insights into product development.
- Performance Tracking: Establish and monitor KPIs for lifecycle management, continually measuring the impact of initiatives and making data-informed adjustments to strategies.
What we are looking for:
- Experience in driving customer lifecycle strategies at director or VP level.
- Years experience in customer lifecycle or relationship management, with a preference for backgrounds in fintech or financial services.
- Demonstrated ability in developing and executing lifecycle strategies that markedly improve customer acquisition, retention, and loyalty.
- Exceptional analytical capabilities with experience in managing large datasets, and a proven track record of making data-driven decisions.
- Strong leadership and communication skills, capable of inspiring cross-functional teams and driving organizational change.
- A creative, innovation-driven mindset with a customer-first approach to problem-solving.
- Fluency in Spanish and English, both verbal and written.
What we offer
- Make a positive impact on the lives of our customers via financial inclusion
- Professional development opportunities
- International exposure & work experience
- Company swag
- Legally required benefits
