Customer Journey Manager

National Debt Relief, LLC is a leading debt settlement organization dedicated to helping consumers manage overwhelming debt. They are seeking a Customer Journey Manager to own lifecycle and retention performance across key customer and prospect journeys, focusing on re-engagement and optimizing customer experiences through various channels.

Responsibilities:

• Own lifecycle and retention strategy for key prospect and customer journeys, with emphasis on re-engagement, win-back, and funnel recovery
• Build, launch, and optimize cross-channel campaigns across email, SMS, direct mail, landing pages, chat, and related lifecycle touchpoints
• Develop messaging, segmentation, sequencing, decision logic, offers, and testing plans to improve engagement, contact, conversion, and retention
• Analyze funnel drop-off points, customer behavior, and journey performance to identify the highest-impact optimization opportunities
• Drive measurable business outcomes, not just channel activity
• Ensure journeys are thoughtfully designed to balance performance optimization with customer experience optimization
• Improve the processes, workflows, briefs, handoffs, QA, and operating rhythms that support journey execution
• Help build a stronger orchestration layer across tools, teams, data, channels, and service partners
• Coordinate effectively across internal teams including Creative, Brand, Product, Engineering, Analytics, Legal, Compliance, Sales, and channel owners
• Work with external agencies and partners where needed to expand execution capacity and improve outcomes
• Identify friction, inefficiency, and outdated manual work, then improve, automate, or replace it
• Create structure where there is ambiguity and keep work moving without waiting for perfect process or direction
• Use AI tools to accelerate campaign planning, journey design, copy development, QA, reporting, analysis, and workflow execution
• Apply AI to improve both marketing performance and operational efficiency
• Prototype practical, lightweight solutions when the ideal tool, workflow, or system does not yet exist
• Leverage automation and lightweight build tools where appropriate to remove bottlenecks and solve practical workflow problems
• Continuously evaluate better ways of working and help evolve the team into a more modern, high-leverage lifecycle function
• Monitor key lifecycle and retention KPIs including engagement, reactivation, conversion, incremental lift, and overall business impact
• Translate data into clear recommendations, priorities, and next steps
• Build and maintain a disciplined test-and-learn approach across audience, message, timing, cadence, channel, and offer
• Partner with analytics and leadership to prioritize the highest-value opportunities
• Communicate strategy, performance, insights, and recommendations clearly to stakeholders and senior leadership

Requirements:

• A Bachelor's degree in Marketing, Business, or a related field is preferred, but not required
• Relevant experience, demonstrated capability, and a strong track record of results will be considered in place of formal education requirements
• 4+ years of experience in lifecycle marketing, retention marketing, CRM, customer journey management, customer engagement, or marketing automation
• Strong experience building and optimizing automated customer journeys that drive measurable business outcomes
• Experience executing cross-channel programs across email, SMS, direct mail, landing pages, chat, or similar lifecycle touchpoints
• Experience building and optimizing journeys in customer engagement platforms, ESPs, or marketing automation platforms
• Strong direct response and conversion instincts
• Strong analytical skills with the ability to interpret data, identify trends, diagnose problems, and prioritize opportunities
• Demonstrated history of high personal agency and end-to-end ownership; able to identify problems, create momentum, and drive solutions without heavy direction
• Proven ability to operate effectively in ambiguous environments where not all processes, tools, or requirements are fully defined
• Strong builder mentality; comfortable creating practical, lightweight workflows and systems to solve business problems
• Hands-on experience using AI and modern workflow tools such as ChatGPT, Claude, Claude Code, Codex, Cursor, Figma, Sigma, and similar platforms to accelerate research, planning, analysis, workflow automation, QA, and rapid prototyping
• Comfort leveraging AI, automation, and lightweight build tools to streamline workflows, remove bottlenecks, and solve execution problems
• Strong project management and organizational skills, with the ability to manage multiple workstreams at once
• Exceptional cross-functional communication, stakeholder management, and relationship-building skills; able to build trust and drive coordinated execution across Creative, Brand, Product, Engineering, Analytics, Legal, Compliance, Sales, and external partners
• Computer competency and ability to work with a computer
• Prioritize multiple tasks and projects simultaneously
• 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
• Available for full-time position
• Experience with Salesforce Marketing Cloud is preferred, not required; hands-on experience with modern omni-channel customer engagement platforms such as Braze, Cordial, Klaviyo, or similar tools is strongly preferred
• Experience supporting platform migration, implementation, or transition across ESPs or customer engagement platforms is a plus
• Experience in direct response, lead generation, or sales-assisted conversion environments
• Experience in financial services, lending, debt relief, or another regulated marketing environment
• Familiarity with SMS strategy, consent requirements, and compliance-sensitive messaging environments
• Experience with landing page optimization, chat or conversational marketing, and lead reactivation programs