Senior Manager, CRM & Lifecycle Marketing

This is a fully remote position, open to applicants in Florida.

📋 Description

• Create and manage a continuous engine for lead conversion, cross-selling, retention, and relationship enhancement across Climate First Bancorp, Climate First Bank, OneEthos, and future portfolio entities.

• Analyze prospect and customer journeys to pinpoint optimal next actions or products.

• Transform customer signals into targeted email, SMS, nurturing, onboarding, engagement, and retention initiatives.

• Boost the number of products per customer, deposits, lending relationships, retention, and overall lifetime value.

• Develop the enterprise CRM and lifecycle strategy encompassing prospecting, lead nurturing, onboarding, engagement, cross-selling, retention, reactivation, and advocacy.

• Identify priority audiences, key moments, channels, value exchanges, and KPIs based on customer requirements and business potential.

• Outline comprehensive journeys, detect friction and communication gaps, and establish triggered programs.

• Enhance lead conversion by synchronizing messaging, timing, sales follow-up, and transitions across Marketing and business divisions.

• Discover relevant next-best-product opportunities by analyzing product ownership, behavior, life stage, engagement, and eligibility indicators.

• Create coordinated cross-sell initiatives while preserving trust, suitability, and customer experience.

• Strategize, construct, quality-check, launch, and optimize email, SMS, nurturing, onboarding, engagement, and retention campaigns.

• Take ownership of briefs, audience specifications, workflow logic, testing, approvals, scheduling, suppression rules, and deployment discipline.

• Collaborate with Creative on content and asset development.

• Formulate actionable segments and personalization strategies using customer, product, behavioral, and engagement insights.

• Uphold audience, list, preference, consent, and suppression practices.

• Collaborate with Data and Technology teams to enhance data quality, accessibility, and responsible data usage.

• Establish lifecycle KPIs and testing frameworks.

• Assess conversion, engagement, product penetration, cross-selling, retention, and lifetime value.

• Convert results into actionable insights and partner with Marketing Operations, Salesforce administrators, Technology, and Analytics on platform functionalities, integrations, tracking, and reporting.

• Adhere to privacy, consent, preference, disclosure, fair lending, data security, and marketing approval regulations.

• Work with Compliance, Legal, IT, and business partners to implement accurate, supportable, and responsible programs.

• Deliver high-quality outcomes both independently and collaboratively, on time.

• Participate as part of a supportive, mission-driven team.

• Attend company events and leadership sessions as required, with potential on-site travel within the U.S.

⛳️ Requirements

• Over 5 years of progressive experience in CRM, lifecycle management, retention, loyalty, marketing automation, or customer growth.

• Proven experience managing complex multichannel programs.

• Bachelor’s degree in marketing, business, analytics, communications, or a related field, or equivalent education and experience.

• Experience in designing customer journeys and continuous programs covering lead nurturing, onboarding, engagement, cross-selling, retention, and reactivation.

• Strong hands-on experience with Salesforce Marketing Cloud or a similar enterprise platform.

• Proficient in journey building, automation, audience selection, dynamic content, testing, quality assurance, scheduling, and deployment.

• Knowledge of best practices for email and SMS, consent and preference management, deliverability, reputation, frequency, suppression, accessibility, and responsive design.

• Comfort working with customer, product, behavioral, and engagement data to delineate audiences and triggers.

• Understanding of data models, audience logic, and data quality principles.

• Insight into enhancing customer relationships via relevant next-best-product suggestions.

• Capability to define KPIs, implement disciplined tests, connect campaign engagement to conversion, product penetration, retention, and lifetime value, and analyze funnel performance.

• Ability to align Marketing, business units, Technology, Data, Operations, Creative, and Compliance teams.

• Proficient in managing multiple journeys and stakeholders with meticulous attention to detail.

• Expected to remain informed and compliant with BSA, AML, CIP, and OFAC regulatory policies.

• Ability to execute essential functions, including sitting, talking, hearing, and occasionally lifting up to 20 lbs.

• Must be authorized to work in the U.S. in accordance with E-Verify requirements.

🏝️ Benefits

• Annual bonus, incentives, and equity opportunities may be available.

• 100% employer-covered health insurance for employees; employer contributions for dependents.

• Medical, dental, and vision coverage.

• Health Savings Account (HSA).

• Free Telemedicine access through Teladoc.

• 401(k) plan with a 6% employer match and no vesting period.

• Employee stock options.

• Exclusive banking benefits for employees.

• 0% financing available for employee solar loans.

• Employee-only mortgage products with exclusive interest rates and terms.

• 0% financing for eligible electric vehicles (EVs).

• Referral bonuses.

• 2–4 weeks of vacation based on officer level plus additional tenure-based time.

• 64 hours of paid sick leave for all full-time employees.

• Company-funded life insurance.

• Short- and long-term disability insurance.

• Optional life, accident, and critical illness insurance.

• Employee Assistance Program (EAP) providing free counseling, legal, and financial services.