We are looking for a Customer Journey Manager – Retention Marketing to own and optimize customer journeys in the mid to late stages of the acquisition lifecycle. This role is responsible for re-engaging aged leads, reviving interest from past prospects, and increasing conversion through email, SMS, direct mail, chat, landing pages, and more.
The ideal candidate is a self-starter who thrives in an autonomous environment, taking full ownership of their campaigns from strategy to execution. They will develop data-driven, personalized, and automated journeys that drive engagement, conversion, and long-term retention. This position requires strong collaboration with internal teams, cross-functional stakeholders, and marketing channel owners to execute high-impact campaigns in owned customer journeys.

Retention & Customer Journey Strategy
• Develop, implement, and optimize multi-channel retention strategies for 2 weeks to 2 years post-lead creation.
• Own lead win-back, engagement, and conversion campaigns across multiple channels.
• Align retention efforts with the overall customer lifecycle and company objectives.
• Utilize Salesforce Marketing Cloud and Marketing Cloud Personalization to drive segmentation and audience engagement.
Campaign Execution & Optimization
• Build and execute automated and single-send journeys across email, SMS, direct mail, landing pages, and chat.
• Develop and test compelling messaging, creative, and offers for maximum conversion.
• Leverage A/B testing, segmentation, and personalization to optimize performance.
• Analyze funnel drop-off points and implement improvements to boost engagement.
Performance Tracking & Analytics
• Monitor key retention KPIs, including engagement rates, conversion rates, and ROI.
• Provide regular insights and reports on campaign performance and customer behavior.
• Use analytics tools to identify trends, gaps, and optimization opportunities.
• Make data-driven decisions to continuously refine customer journeys.
Cross-Functional Collaboration
• Work closely with content, design, development, and data teams to execute campaigns.
• Build the right relationships - align with channel owners (email, SMS, direct mail, paid media, sales, etc.) to coordinate integrated efforts and influence work across the full marketing funnel
• Communicate retention marketing insights and strategies to leadership and stakeholders.

• A Bachelor’s degree in Marketing, Business, or a related field is preferred, however, relevant work experience in the field will be considered as a substitute.
• 4 years of experience in retention marketing, lifecycle marketing, or customer journey management.• Expertise in Salesforce Marketing Cloud preferred (journey building, automation, segmentation).
• Experience running multi-channel campaigns across email, SMS, direct mail, and landing pages.
• Strong copywriting, design collaboration, and A/B testing design and execution skills.
• Analytical mindset—ability to interpret data, spot trends, and optimize campaigns.
• Highly organized and self-driven—thrives in a fast-paced, independent environment.
• Strong project management skills—capable of handling multiple campaigns simultaneously.
Preferred Skills:
• Experience with Marketing Cloud Personalization (Interaction Studio).
• Knowledge of direct response marketing and conversion optimization.
• Familiarity with chat and conversational marketing strategies.
• Background in financial services, lending, or debt relief marketing (a plus, but not required)
• 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.

 

 

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

 

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

 

National Debt Relief is a certified Great Place to Work®!

Forbes names National Debt Relief Best Debt Settlement Company of 2024!

Fortune names National Debt Relief Among Best Workplaces in New York!

3X Award Winner for Best Customer Service, Best Experience with Staff, and Best for Transparency by Consumer Affairs!

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $94,000 to $113,500 annually.

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

 

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount

 

National Debt Relief is a certified Great Place to Work®!

 

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

 

For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here

 

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