Customer Journey Manager

Overview

We are looking for a Customer Journey Manager – Retention Marketing to own and optimize customer journeys in the mid to late stages of the acquisition lifecycle. This role is responsible for re-engaging aged leads, reviving interest from past prospects, and increasing conversion through email, SMS, direct mail, chat, landing pages, and more.

The ideal candidate is a self-starter who thrives in an autonomous environment, taking full ownership of their campaigns from strategy to execution. They will develop data-driven, personalized, and automated journeys that drive engagement, conversion, and long-term retention. This position requires strong collaboration with internal teams, cross-functional stakeholders, and marketing channel owners to execute high-impact campaigns in owned customer journeys.

Responsibilities

Retention & Customer Journey Strategy:

• Develop, implement, and optimize multi-channel retention strategies for 2 weeks to 2 years post-lead creation. • Own lead win-back, engagement, and conversion campaigns across multiple channels. • Align retention efforts with the overall customer lifecycle and company objectives. • Utilize Salesforce Marketing Cloud and Marketing Cloud Personalization to drive segmentation and audience engagement.

 

Campaign Execution & Optimization:

• Build and execute automated and single-send journeys across email, SMS, direct mail, landing pages, and chat. • Develop and test compelling messaging, creative, and offers for maximum conversion. • Leverage A/B testing, segmentation, and personalization to optimize performance. • Analyze funnel drop-off points and implement improvements to boost engagement.

Performance Tracking & Analytics:

• Monitor key retention KPIs, including engagement rates, conversion rates, and ROI. • Provide regular insights and reports on campaign performance and customer behavior. • Use analytics tools to identify trends, gaps, and optimization opportunities. • Make data-driven decisions to continuously refine customer journeys.

Cross-Functional Collaboration:

• Work closely with content, design, development, and data teams to execute campaigns. • Build the right relationships - align with channel owners (email, SMS, direct mail, paid media, sales, etc.) to coordinate integrated efforts and influence work across the full marketing funnel • Communicate retention marketing insights and strategies to leadership and stakeholders.

Qualifications

• A Bachelor’s degree in Marketing, Business, or a related field is preferred, however, relevant work experience in the field will be considered as a substitute.• 4 years of experience in retention marketing, lifecycle marketing, or customer journey management.

• Expertise in Salesforce Marketing Cloud preferred (journey building, automation, segmentation). • Experience running multi-channel campaigns across email, SMS, direct mail, and landing pages. • Strong copywriting, design collaboration, and A/B testing design and execution skills. • Analytical mindset—ability to interpret data, spot trends, and optimize campaigns. • Highly organized and self-driven—thrives in a fast-paced, independent environment. • Strong project management skills—capable of handling multiple campaigns simultaneously.

Preferred Skills:

• Knowledge of direct response marketing and conversion optimization. • Familiarity with chat and conversational marketing strategies. • Background in financial services, lending, or debt relief marketing (a plus, but not required)• Exceptional written and verbal communication skills.• Punctuality expected, ready to report to work on a consistent basis.• Attain and maintain high performance expectations on a monthly basis.• Work in a fast-paced, high-volume setting.• Use and navigate multiple computer systems with exceptional multi-tasking skills. • Remain calm and professional during difficult discussions.• Take constructive feedback.

 

Why Join Us?

 

• High Performing Team - Join a team that has delivered record year-over-year growth on key business objectives in customer journeys – and had fun doing it.
• Ownership & Impact - Lead retention marketing for leads and prospects and own high-value customer journeys with regular reporting directly to the Senior Leadership Team.
• Autonomy – Take initiative, build your strategy, and execute without micro-management.
• Growth & Learning – Work in a data-driven environment with cutting-edge tools, platforms, and strategies.
• Competitive Compensation – Salary, bonuses, and benefits that recognize top talent and allow them to work remotely.

About National Debt Relief

 

 

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