Job Details

Job Description

Marketing Manager, Retention & Customer Lifecycle Marketing, this newly created role will be a strategic leader within LBF, responsible for developing, implementing, and optimizing a holistic customer retention and loyalty program across the entire mortgage lifecycle. The ideal candidate will champion customer lifetime value (CLV) by leveraging deep data insights, personalized communication strategies, and innovative programs designed to significantly reduce churn, drive repeat business (e.g., refinances), and cultivate unparalleled customer satisfaction. This role requires a proven leader with extensive experience in the mortgage or financial services industry, strong analytical capabilities, and a passion for building lasting customer relationships.

Key Responsibilities:

• 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.

Qualifications:
Qualifications

• 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.

Additional Information

• 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.
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