Senior Manager, Consumer Lifecycle Marketing

Overview

Senior Manager, Lifecycle Marketing on the Credit Acceptance marketing team, reporting to the Director of Customer Loyalty & Retention. The role owns the customer contact strategy and lifecycle journeys across the life of the loan, with a primary goal of increasing customer lifetime value.

What you'll do

• 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.
• Set the contact strategy and rules every customer message follows, including cadence, channel selection, frequency limits and priority when messages compete.
• 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.
• Run lifecycle like a performance portfolio: size the expected value of each journey, invest in what creates the most incremental lifetime value, cut what does not, and report value created.
• Own the lifecycle testing agenda: form hypotheses, design tests with a holdout, read results against it, and scale what works.
• Brief and partner with digital product, creative, marketing operations and analytics teams to align priorities and deliver lifecycle programs.
• Partner with servicing strategy so marketing and servicing communications work together, and with Legal and Compliance so every message meets communication rules.
• Other duties as assigned.

What you'll need

• 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.

Nice to have

• 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.

Details

• Location: USA, remote; the position works from home, with occasional planned travel to the Southfield, Michigan office possible, and optional use of the Southfield office at the team member's request.
• Targeted compensation: $165,000 - $192,000 base salary plus annual bonus plan.
• Not open to individuals who require visa sponsorship now or in the future (such as H-1B/H-4 or F-1 OPT holders).