Customer Journey Manager

Overview

We are looking for an AI-native, execution-minded Customer Journey Manager to own lifecycle performance across key post-enrollment customer journeys, with a specific focus on Retention, Winback, and Partner Cross-Sell. This role will focus primarily on the client servicing side of the customer lifecycle—helping customers stay engaged, remain successful in their program, return when appropriate, and discover relevant partner solutions that can provide additional value.

This is not a narrow campaign management role. It is a high-agency operator role for someone who can both run the work and improve how the work gets done. You will build and optimize campaigns, journeys, and tests across channels, while also strengthening the underlying processes, tools, workflows, and cross-functional orchestration that make lifecycle marketing faster, smarter, and more effective over time. Our team operates like a high-performing in-house agency within the broader organization. That means this role offers real ownership, high autonomy, broad visibility, direct access to leadership, and the opportunity to help shape how modern lifecycle marketing gets done here.

The right candidate combines lifecycle marketing craft, direct response instincts, experimentation rigor, platform adaptability, and unusually high personal agency. They do not wait around for a task list. They identify opportunities, figure things out, build better ways of working, and use AI and modern tooling in practical ways to improve performance, customer experience, speed, and operational efficiency.
Responsibilities

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Client Lifecycle Strategy, Retention & Journey Performance
- 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.

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Journey Operations, Tools & Orchestration
- 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.

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AI-Native Marketing & Process Improvement
- 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.

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Performance Tracking, Analytics & Insight
- Monitor key lifecycle and retention KPIs including engagement, reactivation, conversion, incremental lift, and overall business impact.

- Translate data into clear recommendations, priorities, a