Manager, Retention & Customer Lifecycle Marketing - Remote

Overview

In this strategic leadership role, you will design and execute customer retention and lifecycle marketing programs that strengthen long-term relationships and maximize customer lifetime value.

In Short

• Define and lead the customer retention strategy, ensuring alignment with business objectives and revenue goals.
• Develop advanced segmentation and personalization approaches using behavioral, demographic, and predictive data.
• Build and manage lifecycle marketing programs, from onboarding through refinancing opportunities, to create seamless customer experiences.
• Implement churn prediction models and proactive interventions to retain at-risk customers while driving win-back campaigns.
• Oversee multi-channel retention campaigns (email, SMS, direct mail, digital, outbound calling) to ensure consistent messaging and engagement.
• Guide content creation on refinancing, financial wellness, and homeownership to educate and engage customers.
• Track and optimize KPIs such as retention rate, CLV, churn, NPS, and CSAT through deep analytics and A/B testing.
• Act as a key stakeholder in CRM and marketing automation platforms, collaborating with data teams to ensure effective insights.
• Partner with Sales, Servicing, Compliance, Legal, and Product Development to align initiatives and elevate the customer experience.
• Monitor industry trends and competitor activities to continuously enhance retention strategies.

Requirements

• Strong experience in customer retention and lifecycle marketing.
• Proficiency in data analytics and CRM tools.
• Ability to develop and implement marketing strategies.
• Experience with multi-channel marketing campaigns.
• Strong communication and collaboration skills.
• Knowledge of financial services is a plus.

Benefits

• Competitive salary and benefits package.
• Flexible working hours.
• Opportunities for professional growth and development.
• Dynamic and supportive work environment.