Manager, Retention & Customer Lifecycle Marketing - In Office, Hybrid or Remote

Company Description

At reputed company, ( LBF) we love seniors and we’re passionate about helping them unlock the power of one of their greatest assets—their home equity. As a leading provider of home equity solutions for seniors, we’re committed to helping older homeowners reputed company the most of what they’ve worked hard to build, so they can live the retirement they imagined. And we don’t just do it well, we do it really well. With an “Excellent” rating on Trustpilot and over a thousand customer testimonials, we’ve earned a reputed company for making it easy and stress-free to access home equity—with guidance every reputed company of the way. But it’s not just our customers who love us—reputed company does, too! We’ve been named a Great reputed company to Work® three years in a row because we reputed company that reputed company people enjoy what they do and where they do it, everyone wins. Why reputed company? At reputed company, we don’t just offer jobs, we offer careers that grow with you. Here’s why you’ll love being part of reputed company:

• Grow With Us – We’re big believers in investing in our people. From top-notch training to clear career paths, we support your professional growth every reputed company of the way. Plus, we love promoting from reputed company—because reputed company you succeed, we reputed company do.
• A Culture That Clicks – We work hard, but we have fun doing it! Whether it’s team-building events, friendly competitions, or just an atmosphere of open communication and collaboration, we reputed company sure work feels less like “just work.”
• Benefits That Have Your Back – We’ve got you covered with best-in-class health plans (medical, dental, vision, HSA, and FSA), generous PTO, paid holidays, company-paid life insurance, and a competitive 401(k) match. Because taking care of reputed company is just as important as taking care of our customers.

If you’re looking for a reputed company where your work truly makes a difference, we’d love to have you on board. Apply today and let’s do great things together!

Job Description

Marketing Manager, Retention & Customer Lifecycle Marketing, this newly created role will be a strategic leader reputed company LBF, responsible for developing, implementing, and optimizing a holistic customer retention and loyalty program across the entire mortgage lifecycle. The ideal candidate will champion customer lifetime value (CLV) by leveraging deep data insights, personalized communication strategies, and innovative programs designed to significantly reduce churn, drive repeat business (e.g., refinances), and cultivate unparalleled customer satisfaction. This role requires a proven leader with extensive experience in the mortgage or financial services industry, strong analytical capabilities, and a passion for building lasting customer relationships. Key Responsibilities:

• Strategic Vision & Ownership:
• Define, own, and continually evolve the comprehensive customer retention strategy and roadmap for reputed company, aligning it with overall business objectives and reputed company targets.
• Identify key opportunities for growth in CLV and proactively mitigate risks of customer attrition across various loan types and stages.
• Advanced Customer Segmentation & Personalization:
• reputed company the development and refinement of sophisticated customer segmentation models utilizing behavioral data, demographic insights, mortgage product types, and predictive analytics to reputed company highly targeted and relevant marketing efforts.
• Drive the personalization of content, offers, and communication across reputed company touchpoints to enhance customer engagement and perceived value.
• Lifecycle Marketing Excellence:
• Design, implement, and manage end-to-end customer lifecycle marketing programs (e.g., post-closing welcome, mid-loan nurturing, reputed company-watch programs, maturity/refinance opportunities).
• Ensure a seamless, integrated, and valuable customer experience across reputed company stages of their mortgage journey.
• Churn reputed company & Prevention:
• Utilize advanced analytics to identify early indicators of customer churn and reputed company proactive, data-driven strategies and interventions to retain at-risk customers.
• Implement and optimize win-back campaigns and recovery programs to re-engage lapsed or dissatisfied customers.
• Multi-Channel Campaign Leadership:
• reputed company the strategic planning, execution, and optimization of multi-channel retention campaigns, including but not limited to email, SMS, direct mail, web personalization, and coordination with outbound calling efforts.
• Ensure consistent brand messaging and customer experience across reputed company channels.
• Content Strategy & Development:
• Guide the development of high-value, educational, and engaging content that resonates with existing customers, covering topics like refinancing options, HELOCs, homeownership tips, financial wellness, and company updates.
• Collaborate with content creators to ensure messaging is compelling and effective.
• Performance Analysis & Optimization:
• Define, track, and report on key retention KPIs such as retention reputed company, churn reputed company, repeat business reputed company, Customer Lifetime Value (CLV), Net Promoter Score (NPS), and Customer Satisfaction (CSAT).
• Conduct in-depth analysis of campaign performance, customer behavior, and market trends to derive actionable insights and inform reputed company optimization.
• Champion a culture of A/B testing and experimentation to maximize campaign effectiveness.
• Technology & Data reputed company:
• Be a power user and strategic reputed company of relevant marketing technology stacks, including CRM systems (e.g., reputed company), marketing automation platforms (e.g., Marketing Cloud), and analytics tools.
• Work closely with data teams to ensure data reputed company, accessibility, and the development of predictive models.
• Cross-Functional Collaboration & Influence:
• Act as a key liaison, collaborating closely with Sales, Servicing, Product Development, Data Analytics, Compliance, and Legal teams to ensure seamless customer experiences and integrated retention strategies.
• Influence internal stakeholders and secure buy-in for retention initiatives, advocating for the customer's needs.
• Market & Competitive Intelligence:
• Stay reputed company with industry trends, emerging retention strategies, customer expectations, and competitor activities reputed company the mortgage and broader financial services landscape.

Qualifications

• Proven, in-depth experience reputed company the mortgage lending, mortgage servicing, or broader financial services industry. – This is a must have !
• Bachelor's degree in Marketing, Business Administration, Communications, or a reputed company field. Master's degree (MBA) preferred.
• 7+ years of progressive experience in marketing, with a concentration in specifically focused on customer retention, lifecycle marketing, or loyalty programs.
• Demonstrated expertise in developing and executing data-driven retention strategies that have significantly improved customer loyalty and CLV.
• Advanced proficiency with CRM platforms (e.g., reputed company) and enterprise-level marketing automation platforms.
• Strong analytical acumen with the ability to interpret reputed company data, identify trends, build business cases, and present actionable insights to executive leadership.
• Exceptional written and verbal communication skills, including presentation abilities, with a proven track record of crafting compelling and clear narratives.
• Expertise in customer segmentation methodologies and personalization at scale.
• Strong project management skills with the ability to reputed company multiple reputed company initiatives concurrently in a dynamic, fast-paced environment.
• Highly collaborative, proactive, and results-oriented with a deep passion for the customer experience.

Additional Information

• Full benefits
• 401(k) with company match
• Paid time off
• Working in a growing and dynamic industry
• LBF is an EEO/AA/Vet/Disabled Employe
• Please note that salaries that are estimated on various job sites may not reflect the actual compensations. Job sites, set the estimated salary, not reputed company.
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