Define and drive CRM strategy: Partner cross-functionally with stakeholders to develop new customer journeys and enhance existing ones to optimize for channel and creative effectiveness, all while driving improved conversion rates and funding volume.
Manage a Lifecycle/CRM Sr. Specialist to build and execute customer journeys, while simultaneously managing key stakeholder relationships and agency partners to strategically grow and scale.
Develop complex trigger-based customer journeys and workflows in our Marketing Automation Platform.
Leverage segmentation and personalization to create tailored customer experiences in order to drive KPIs.
Write compelling, high-converting copy that adheres to brand guidelines and develop detailed creative briefs for design partners, when applicable.
Leverage AI tools for content creation, personalized experiences, optimization, and piloting AI agents to improve conversion across key journey touchpoints.
Data-driving insights: Dive into CRM performance data and own reporting on KPIs. You’ll share in-depth analyses, identify key trends, uncover opportunities, and provide actionable insights that directly influence the strategy.
Establish and manage a formal A/B and multivariate testing framework to continuously optimize messaging, creative, segmentation, and timing, with an emphasis on achieving measurable results.
Oversee the Marketing Automation/CRM platform (HubSpot), which includes workflow management, data integrity, and campaign segmentation logic.
Partner with key business stakeholders (e.g., Sales, Product, and Customer Service) to align communication efforts, ensure campaign relevance, and identify new opportunities.
Maintain a deep understanding of email/sms best practices, sender reputation, and communication compliance regulations (e.g., CAN-SPAM, TCPA).
Requirements
At least 5-7 years of experience in CRM, Lifecycle, or Email Marketing roles, preferably within a high-growth FinTech or Financial Services environment. Management experience is a plus.
Strong hands-on experience in a leading enterprise Marketing Automation/CRM platform (e.g., HubSpot, Salesforce Marketing Cloud).
Deep understanding of data and analytics and how to use findings to uncover new opportunities and future tests.
Proven ability to analyze campaign performance data and clearly communicate strategic insights and recommendations.
Expertise in audience segmentation, personalization tactics, and leveraging dynamic content to deliver 1:1 experiences at scale.
Exceptional ability to manage multiple complex projects simultaneously, from ideation and requirements gathering to execution and final reporting.