Lifecycle/CRM Marketing Manager

Forward Financing is a financial technology company based in Boston, Massachusetts, dedicated to unlocking capital for small businesses across America. They are seeking a highly motivated Lifecycle/CRM Marketing Manager to design and optimize customer marketing campaigns throughout the customer lifecycle, driving business results and enhancing customer engagement.

Responsibilities:

• 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