Responsibilities

• Client Lifecycle Strategy, Retention & Journey Performance
• Own lifecycle strategy and performance for key post-enrollment client journeys, with emphasis on retention, cancellation prevention, engagement, winback, and partner cross-sell.
• 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 cancellation patterns, engagement behavior, servicing interactions, customer milestones, and journey performance to identify the highest-impact retention opportunities.
• Drive measurable business outcomes, not just channel activity.
• Ensure journeys are thoughtfully designed to balance performance optimization with customer experience optimization.
• Journey Operations, Tools & Orchestration
• 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.

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
• 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
• Experience in financial services, lending, debt relief, or another regulated marketing environment
• Familiarity with SMS strategy, consent requirements, and compliance-sensitive messaging environments
• Experience with landing page optimization, chat or conversational marketing, and lead reactivation programs

Benefits

• 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