National Debt Relief

Customer Journey Manager

USA (Remote)

$99K/yr – $114K/yrMid Level4+ years expFull time

Posted 4 months ago

Job Summary

Own end-to-end lifecycle marketing for prospect and customer journeys, focusing on re-engagement, win-back, and funnel recovery, with cross-channel orchestration and data-driven optimization that drives measurable outcomes.

  • Lifecycle Strategy: design and optimize multi-channel journeys (email, SMS, landing pages, chat, direct mail) to lift engagement and conversion.
  • Orchestration & Automation: build a lightweight, scalable orchestration layer across tools, data, and partners to reduce friction and speed execution.
  • Experimentation & Insight: apply test-and-learn with clear KPIs, translate funnel analytics into prioritized actions, and balance performance with customer experience.

Job Description

  • Own lifecycle and retention strategy for key prospect and customer journeys, with emphasis on re-engagement, win-back, and funnel recovery.
  • Build, launch, and optimize cross-channel campaigns across email, SMS, direct mail, landing pages, chat, and related lifecycle touchpoints.
  • Develop messaging, segmentation, sequencing, decision logic, offers, and testing plans to improve engagement, contact, conversion, and retention.
  • Analyze funnel drop-off points, customer behavior, and journey performance to identify the highest-impact optimization opportunities.
  • Drive measurable business outcomes, not just channel activity.
  • Ensure journeys are thoughtfully designed to balance performance optimization with customer experience optimization.
  • Improve the processes, workflows, briefs, handoffs, QA, and operating rhythms that support journey execution.
  • Help build a stronger orchestration layer across tools, teams, data, channels, and service partners.
  • Coordinate effectively across internal teams including Creative, Brand, Product, Engineering, Analytics, Legal, Compliance, Sales, and channel owners.
  • Work with external agencies and partners where needed to expand execution capacity and improve outcomes.
  • A Bachelor's degree in Marketing, Business, or a related field is preferred, but not required.
  • Relevant experience, demonstrated capability, and a strong track record of results will be considered in place of formal education requirements.
  • 4+ years of experience in lifecycle marketing, retention marketing, CRM, customer journey management, customer engagement, or marketing automation.
  • Strong experience building and optimizing automated customer journeys that drive measurable business outcomes.
  • Experience executing cross-channel programs across email, SMS, direct mail, landing pages, chat, or similar lifecycle touchpoints.
  • Experience building and optimizing journeys in customer engagement platforms, ESPs, or marketing automation platforms.
  • Familiarity with SMS strategy, consent requirements, and compliance-sensitive messaging environments.
  • Experience with landing page optimization, chat or conversational marketing, and lead reactivation programs.
  • Experience with Salesforce Marketing Cloud is preferred, not required; hands-on experience with modern omni-channel customer engagement platforms such as Braze, Cordial, Klaviyo, or similar tools is strongly preferred.
  • Experience with Salesforce Marketing Cloud is preferred, not required; hands-on experience with modern omni-channel customer engagement platforms such as Braze, Cordial, Klaviyo, or similar tools is strongly preferred.
  • Experience supporting platform migration, implementation, or transition across ESPs or customer engagement platforms is a plus.
  • Experience in direct response, lead generation, or sales-assisted conversion environments.
  • Generous Medical, Dental, and Vision Benefits
  • 401(k) with Company Match
  • Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
  • 12 weeks Paid Parental Leave
  • Pre-tax Transit Benefits
  • No-Cost Life Insurance Benefits
  • Voluntary Benefits Options
  • ASPCA Pet Health Insurance Discount
  • Wellness Incentive Program
  • National Debt Relief is a certified Great Place to Work®!

Salaries

Posted range

$99K/yr – $114K/yr

Taken straight from the job posting.

See all National Debt Relief salaries

Customer Journey Manager

National Debt Relief · USA · Remote