Senior Manager Customer Engagement and Lifecycle Marketing

Skills

About the Role

You will lead customer engagement and lifecycle marketing across onboarding, retention, reactivation, and growth. You will identify churn risks, build predictive interventions, create personalized journeys and campaigns, establish performance measurement, and lead a team of two direct reports.

Requirements

• 10–15 years of experience in customer engagement lifecycle marketing CRM or retention marketing
• Experience in financial services fintech or customer-centric industries
• Success developing strategies that improve retention cross-sell and customer lifetime value
• Expertise in customer segmentation lifecycle strategy journey orchestration and personalized marketing
• Experience with marketing technology teams
• Experience with Salesforce Adobe Braze or similar CRM and marketing automation platforms
• Strong analytical capabilities
• Experience using customer insights testing and data for business decisions
• Ability to influence and collaborate with cross-functional teams and senior stakeholders
• Experience leading and developing high-performing teams

Responsibilities

• Develop and execute lifecycle marketing strategy across the customer journey
• Identify customer behaviors engagement gaps and churn risks
• Build predictive models for churn risk and proactive interventions
• Develop cross-sell strategies from conception through launch
• Create winback campaigns for dormant and inactive customers
• Partner with product customer experience and commercial teams
• Use customer insights behavioral signals and segmentation to personalize journeys
• Optimize customer journeys through testing and feedback
• Support loyalty and customer value initiatives
• Lead coach and develop two direct reports
• Establish measurement frameworks for lifecycle performance
• Translate customer data into actionable marketing recommendations