Responsibilities

• Establish the company’s retention baseline, key performance indicators, cohort reporting, and weekly reporting cadence in partnership with Integration & Data Strategy.
• Develop the retention strategy across the full member lifecycle, including enrollment, early engagement, at-risk intervention, cancellation, save, reactivation, and renewal.
• Design and implement a measurable cancellation-save program in partnership with Member Care and Operations.
• Create save offers, representative talk tracks, escalation procedures, and performance measures that improve the company’s save rate.
• Build a repeatable win-back program that segments former members by cancellation reason, tenure, behavior, and likelihood to reactivate.
• Translate retention insights into actionable recommendations for Sales, Operations, Marketing, Finance, Compliance, and executive leadership.
• Own the retention marketing budget and support investment decisions through retained-revenue and return-on-investment analysis.
• Ensure member-facing communications meet all Compliance requirements, including documented approvals, consent, suppression, and contact-frequency controls.
• Establish quarterly priorities, maintain weekly scorecards, and present data-supported recommendations to C-level leaders.
• Hire, develop, and lead the future retention and renewals marketing team as the function grows.

Requirements

• Seven or more years of marketing experience, including at least three years owning retention, lifecycle marketing, CRM, customer marketing, renewals, or churn-reduction outcomes.
• A demonstrated record of improving a measurable retention, renewal, save-rate, or churn-reduction result, with the ability to clearly explain the strategy, execution, timeframe, and business impact.
• Experience within a recurring-revenue, subscription, membership, financial-services, consumer-fintech, or similarly structured organization.
• Proven people-leadership experience, including hiring, coaching, developing, or leading a team or business function.
• Strong working knowledge of CRM and marketing-automation platforms.
• Experience with cohort analysis, member segmentation, lifecycle measurement, and retention reporting.
• The ability to present effectively to C-level stakeholders and support recommendations with data, business judgment, and a clear rationale.
• The ability to work onsite at our Orlando, Florida office five days per week.

Preferred

• Marketing experience within a regulated environment.
• Familiarity with UDAAP, TCPA, CAN-SPAM, consent requirements, and state consumer-protection regulations.
• Experience within automotive finance, lending, payments, or consumer financial services.
• Experience successfully building a retention or lifecycle-marketing function where one did not previously exist.