Customer Lifecycle Marketing Sr Manager
Avant is dedicated to building premier digital banking solutions for the middle class through a combination of technology, analytics and superior customer service. Since 2012, Avant has connected over 1.5 million customers to over $7.5 billion in loans and 800,000 credit cards. A high growth financial technology company, Avant has been featured in The Wall Street Journal, The New York Times, TechCrunch, Fortune, Bloomberg, and has raised over $600 million of equity capital. Visit www.avant.com for more information.
Let’s get to business! We are growing and looking to add a Customer Lifecycle Marketing Manager to our Growth & Brand Marketing team. Reporting to the Sr Director of Growth & Brand Marketing, this role will drive the retention, engagement, cross-sell, up-sell and down-sell marketing strategy and tactics for Avant’s growing product portfolio. Our ideal candidate will lead and build a team of lifecycle marketers focused on maximizing the value of the portfolio, driving business growth. This role will provide strategic direction on our approach to personalization and segmentation, leveraging Customer Data Platform (CDP). This position will work with cross-functional teams consisting of Product, Creative Services, Tech, Business Development, Risk, Operations, Compliance, Legal and more. The candidate must have strong relationship-building skills and a proven track record in growth/performance and brand marketing. Do you want to help a rapidly ascending FinTech company drive its next phase of growth? If so, Avant is looking for you!
What you do at Avant:
- Lead customer lifecycle marketing team focused on building multi-channel campaigns and programs focused on customer retention, engagement, and loyalty
- Develop and implement retention, engagement, and loyalty marketing campaigns using a marketing automation platform to drive conversion and growth
- Identify and establish customer segments, developing campaign strategies, building project plans, managing the creative development process, campaign programming, and testing/experimentation
- Work with Marketing Analytics & Insights team to define any new requirements to ensure the right data is available for personalized, relevant, and real-time customer lifecycle marketing campaigns
- Engage with internal Marketing Analytics & Insights team and market intelligence agencies on research and consumer insights to inform and support customer lifecycle marketing strategy and tactics
- Monitor and report performance of customer lifecycle marketing campaigns and programs (segments, offer, frequency, promotions, messaging, creative, deliverability, open rates, click-through rates, and conversion)
- Generate data-driven hypotheses that inform strategies to improve customer campaigns across customer journey touchpoints
- Maintain clean email marketing lists to minimize occurrences of unsubscribes, bounce rates and spam marks
- Monitor deliverability, complaint rates, bounce rates and Sender Score rank to reduce risk of being blacklisted
- Partner with Brand & Creative Services teams to adhere to brand standards and improve customer lifecycle campaigns
- Manage relationships with internal stakeholders and external partners to drive planning and execution of lifecycle marketing campaigns and programs, as well as holding stakeholders and partners accountable for deliverables and KPIs
- Ensure best practices, techniques and new opportunities are shared and implemented across the Marketing organization
- Coach, develop and train high-performing team
- Other duties and responsibilities may be assigned as necessary
Why you are a fit for Avant:
- Bachelor’s Degree or equivalent
- 5+ years of professional experience in a Marketing or Business function (i.e. strategy, planning, operations)
- 3+ years experience in retention marketing, customer engagement, lifecycle, in multi-product financial services/fintech companies using email, SMS and direct mail
- CRM and database management experience
- 3+ years managing a team of marketers
- Experience with multiple tools throughout the martech stack, including MAP, CDP, CMS, and workflow applications
- Experience translating data into actionable strategies and tactics
- Experience building lifecycle programs and campaigns with testing and experimentation orientation to achieve goals and KPIs
- Experience working with cross-functional teams to ideate, execute, and measure impact of customer retention, engagement, and lifecycle marketing campaigns and features to improve CX and drive growth
- Ability to pivot quickly and seamlessly between strategy and tactical execution
- Demonstrated creative and unconventional approaches to customer lifecycle/CRM marketing
- Experience gathering and interpreting business requirements and working on projects end-to-end
- Rapid learner who thrives in a fast-paced, high-growth environment
- Eager to improve processes and automation
- Have a strong process & analytical mindset; detail-oriented
- Not afraid to try new things – driven to constantly improve results
- Thrives in a fast-paced environment with the ability to pivot and problem-solve
- Unimpeachable integrity
- Exceptional communication, interpersonal, and organization skills with the ability to adjust between taking a collaborative, consultative or influential approach with internal and external stakeholders
- Demonstrated strength in process/project management - ability to manage multiple priorities while maintaining a positive attitude
Other Desirable Skills:
- Creative development and production experience
- Financial-services/Fintech experience
- Knowledge and impact of industry regulations and compliance including TCPA, UUDAP, GDPR & CCPA
- Experience with Excel, SQL, Looker or other visualization tools
- Experience with Adobe suite, Heap, Telium, Oracle Responsys, Braze, Segment, Google Analytics
Check out our Avant Blog!
Why Avant is a fit for you:
At Avant, we believe our values make a difference:
We value, support, and help each other grow
We are committed to active inclusion and diversity
We are transparent and believe the best idea wins
We succeed when our customers succeed
We get sh!t done… responsibly
And we keep it fun!
We believe that ideas are more important than titles, everything is more fun together, everyone drives change, and everyone is an owner. While we believe the perks and benefits that we offer are terrific, nothing excites us more than having the ability to collaborate with intelligent, highly-motivated and talented people on challenging problems as we work to change the face of online lending.
Avant is an equal opportunity employer and individuals seeking employment are considered without regard to race, color, national origin, religion, sex (including pregnancy, sexual orientation or gender identity), age, disability or genetic information or any other factor protected by applicable federal, state or local law, regulation or ordinance.