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

• 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 step of the way. Plus, we love promoting from within—because when you succeed, we all 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 make 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 our team is just as important as taking care of our customers.

• Strategic Vision & Ownership:

• Define, own, and continually evolve the comprehensive customer retention strategy and roadmap for Longbridge, aligning it with overall business objectives and revenue 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:

• Lead the development and refinement of sophisticated customer segmentation models utilizing behavioral data, demographic insights, mortgage product types, and predictive analytics to enable highly targeted and relevant marketing efforts.
• Drive the personalization of content, offers, and communication across all 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, rate-watch programs, maturity/refinance opportunities).
• Ensure a seamless, integrated, and valuable customer experience across all stages of their mortgage journey.
• Churn Prediction & Prevention:

• Utilize advanced analytics to identify early indicators of customer churn and develop 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:

• Oversee 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 all 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 rate, churn rate, repeat business rate, 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 continuous optimization.
• Champion a culture of A/B testing and experimentation to maximize campaign effectiveness.
• Technology & Data Leverage:

• Be a power user and strategic owner of relevant marketing technology stacks, including CRM systems (e.g., Salesforce), marketing automation platforms (e.g., Marketing Cloud), and analytics tools.
• Work closely with data teams to ensure data integrity, 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 current with industry trends, emerging retention strategies, customer expectations, and competitor activities within the mortgage and broader financial services landscape.

• Proven, in-depth experience within 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 related 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., Salesforce) and enterprise-level marketing automation platforms.
• Strong analytical acumen with the ability to interpret complex 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 lead multiple complex initiatives concurrently in a dynamic, fast-paced environment.
• Highly collaborative, proactive, and results-oriented with a deep passion for the customer experience.

• 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 Longbridge Financial.

Longbridge Financial