Senior Manager, Consumer Lifecycle Marketing

Responsibilities

• Own the lifecycle marketing strategy and roadmap with a primary goal of increasing customer lifetime value, directly accountable for incremental lifetime value from lifecycle programs, supported by first-payment on-time rate and action rate by channel.
• Set the contact strategy and the rules every customer message follows — cadence, channel selection, frequency limits and priority when messages compete — so customers hear from us as one company, not several.
• Design and run onboarding and first-payment journeys that help new customers get set up, understand their loan and make their first payments on time.
• Develop business cases and recommendations across the life of the loan, including digital adoption, benefits and rewards enrollment, and the path to a customer’s next vehicle.
• Own segmentation and targeting for the customer base, using behavior, tenure and engagement data to decide who receives what and when.
• Run lifecycle like a performance portfolio: size the expected value of each journey, put contact capacity and effort behind what creates the most incremental lifetime value, cut what does not, and report the value created and where to invest next.
• Own the lifecycle testing agenda: form the hypothesis, design the test with a holdout, read the results against it, and scale what works.
• Brief and partner with the teams that build and deliver the work — digital product (app, web portal and messaging capabilities), creative (copy and assets), marketing operations (audiences, platforms and deliverability) and analytics (measurement) to align priorities, shape capabilities and deliver lifecycle programs that maximize customer lifetime value.
• Partner with servicing strategy so marketing and servicing communications work together as one cohesive customer experience, and with Legal and Compliance so every message meets communication rules.
• Other duties as assigned.

Requirements

• Bachelor’s degree in Marketing, Business, or a related field, or equivalent experience.
• 7+ years of experience in lifecycle, CRM, retention or customer marketing.
• Proven track record increasing customer lifetime value, retention or repeat purchase through lifecycle or CRM programs, measured incrementally.
• Hands-on experience with marketing automation and customer engagement platforms across email, SMS, push and in-app.
• Experience running a testing program and measuring incremental impact with holdouts or control groups.
• Demonstrated problem solving and business judgment, with a track record of framing ambiguous problems quantitatively and making sound recommendations.
• Experience taking programs from brief to launch with product, creative and analytics partners.
• Excellent written and verbal communication skills.

Preferred

• Experience in financial services, fintech, or subprime/near-prime lending.
• Experience with consumer communication and consent rules in a regulated industry.
• Experience with onboarding or payment behavior journeys, working alongside servicing teams.
• Experience supporting loyalty, rewards or benefits programs.
• Experience coaching, influencing and mentoring team members and cross functional partners.

Benefits

• Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work