Customer Journey Manager

National Debt Relief is a consumer debt relief organization that helps individuals and families achieve financial stability. The Customer Journey Manager will own and optimize post-enrollment lifecycle journeys focused on retention, winback, engagement, and partner cross-sell, while improving cross-channel campaigns, experimentation, analytics, workflows, and AI-enabled marketing operations.

Responsibilities:

• Own lifecycle strategy and performance for key post-enrollment client journeys, with emphasis on retention, cancellation prevention, engagement, winback, and partner cross-sell
• 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 cancellation patterns, engagement behavior, servicing interactions, customer milestones, and journey performance to identify the highest-impact retention 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• Identify friction, inefficiency, and outdated manual work, then improve, automate, or replace it
• 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:

• 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
• 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
• 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
• Attain and maintain high performance expectations on a monthly basis
• Use and navigate multiple computer systems with exceptional multi-tasking skills
• Remain calm and professional during difficult discussions
• Take constructive feedback
• A Bachelor's degree in Marketing, Business, or a related field
• Experience with Salesforce Marketing Cloud
• hands-on experience with modern omni-channel customer engagement platforms such as Braze, Cordial, Klaviyo, or similar tools
• Experience supporting platform migration, implementation, or transition across ESPs or customer engagement platforms