Responsibilities

• Own lifecycle strategy end to end: Define and execute the strategy for engagement, retention, and loyalty across the full customer journey, from onboarding and activation to re-engagement, win-back, and long-term advocacy. Ensuring alignment with overall business objectives and customer needs.
• Build and scale CRM programs: Design, build, and optimize cross-channel lifecycle programs across email, push, SMS, and in-app messaging using advanced segmentation, personalization, triggers, and automation. Move customers to the right action at the right moment, at scale.
• Drive retention and reduce churn: Develop the segmentation, targeting, and journey logic that improves activation, deepens engagement, reduces churn, and grows lifetime value. Build proactive save, win-back, and re-engagement journeys grounded in customer behavior.
• Design loyalty and engagement: Shape how Credit Genie rewards, recognizes, and re-engages customers over time. Build the loyalty and engagement frameworks that turn repeat usage into durable habits and lasting financial-wellness relationships.
• Own messaging and lifecycle narrative: Craft clear, compelling lifecycle messaging and value propositions that ladder up to our broader brand strategy. Build scalable frameworks for consistent storytelling across every lifecycle touchpoint.
• Run a test-and-learn engine: Build a rigorous experimentation practice, A/B and multivariate testing, cohort analysis, and holdouts to continuously improve performance. Define success metrics, post-launch evaluation, and iteration plans for every program.
• Champion customer and market insights: Partner with Research and Data Science to turn user insights and behavioral trends into actionable lifecycle strategies that shape both marketing execution and product direction.
• Establish operating rigor: Build the repeatable processes, playbooks, and launch frameworks that scale as the company grows, so lifecycle becomes a durable, measurable growth engine rather than a series of one-off campaigns.
• Run a tight operation: Own the day-to-day health and quality of the program — email deliverability and IP reputation, push opt-in rates, and message frequency and send discipline. Maintain QA standards, launch checklists, naming conventions, and campaign documentation so every send is accurate, on-brand, compliant, and reliable as volume scales.
• Collaborate cross-functionally: Navigate complex stakeholder environments and communicate effectively with Product, Design, Compliance, and Customer Service to ensure a cohesive, compliant, and on-brand customer experience.