Senior Lifecycle Marketing Manager - Retention and Cross-sell

Job Description

Who is Credible?

We believe life’s changes create financial needs for people and that the traditional financial system often puts up unnecessary obstacles. People celebrate major milestones like going to college, getting married, and buying a home. And most of the time, these milestones come with financial implications.

At Credible, we have built a company with the mission of bringing transparency, choice, simple processes and savings to accessing credit for life’s important moments. What you see is what you get. We are committed to being upfront, honest, and clear about your options. There are no mysteries, no hidden fees, and no secret clauses.

Credible is a fast-growing Fintech company that has world class management, has raised multiple rounds of funding, is generating significant revenue and is disrupting the lending market and helping people save money and get out of debt faster.

About the Role:

We are looking for a highly analytical and strategic marketing leader to significantly increase the LTV of our current customer base. Your role will include mapping the customer journey across multiple products and working with our Retention team to insert valuable features into the communications experience (e.g. rate alerts, debt management tools). Your goal is to keep people engaged with Credible until such time they are ready to transact. Your efforts will ultimately improve conversion rates and increase LTV/customer, whether it be closing an existing lead or cross-selling a new product.

You’ll be joined at the hip with our Retention Product Manager and collectively come up with features that will increase the value of Credible to the customer. You’ll take those tools and brainstorm how to build them into an overarching customer experience. To increase response and avoid email fatigue you’ll need to be extremely analytical and love the process of digging into how different segments respond to different messages. Using this knowledge you’ll collaborate closely with the individual product Lifecycle Marketing Managers to determine which segments should be sent which messages.

Responsibilities:

• Own remarketing/cross-sell unit sales, revenue, and LTV goals
• Work closely with the Lifecycle Marketing team and our Retention Product team to design and execute a best-in-class retention experience (primarily through email, but your perspective on how effective other channels can be is important).
• Project manage all retention and cross-sell email initiatives - turning ideas into campaigns and ongoing experiences
• Map the customer journey as they progress through their life (for example, as they migrate from needing a student loan, to refinancing their student loans, to purchasing a home).
• Identify pain points at each stage of the customer journey and work with the Retention Product team to address these (e.g. Debt Management tools)
• Identify which features are most useful for people at any stage in a journey and use these to deepen their engagement with Credible (e.g. give them a reason to periodically return to our site).
• Take ownership for sizing the email impact of various retention initiatives and measuring success - through A/B testing, experimental design, holdouts, pre/post analysis or other means.
• Systematize reporting on retention initiatives and bring sophistication to our analyses (e.g. breaking results out beyond the campaign level, down to specific segments).
• Conduct ongoing research into competitor marketing activities and use to guide decisions
• Work closely with Research team to understand customer mindset at each stage in the process and craft relevant communications and recommendations
• Manage a team of 2 product-specific Associate Marketing Managers (Personal Loans, Private Student Loans)

Education and Experience:

• 8+ years building remarketing, retention, nurture, and cross-sell strategies
• Ability to think strategically and collaborate with cross-functional teams (especially Product)
• Roll up your sleeves attitude - excited by both ideation and campaign execution
• Highly analytical, a love of data and segmentation, a test-and-learn mindset and the ability to turn learnings into actions to improve performance
• Extensive experience in segmentation, A/B testing, experimental design, lift measurement, and a solid understanding of the concept of statistical significance.
• Experience working with at least one email platform (SFMC preferred) and a passion for email best practices
• Copywriting for email
• Exposure to complex financial services products that have a long consideration cycle (e.g. Student Loan Refinancing, Mortgages)
• Experience managing to financial KPIs (e.g. qualified leads, closed loans, loan volume, LTV)

Nice to Have:

• SalesCloud
• Looker or Tableau
• Sense of humor

Why work at Credible?

We are a fast moving, fun-loving, seriously smart group of people who really care about impacting the lives of our customers. We empower our employees to make decisions, take risks, drive our business and make changes when we don’t get it right. These are our values:

• Exceed Customer Expectations: We provide an exceptional experience to each and every customer that compels them to share it with others.
• Take Ownership: We are trusted to make decisions that are in the best interests of our customers and our business. We think and act like owners. We care – and that makes all the difference.
• Be Curious: We are curious, ask questions, seek to understand and try new things.
• Do the Right Thing: We earn trust by being transparent, respectful and honest with each person with whom we interact.
• Get Results: Results fuel our excitement and we know how our personal accomplishments tie to the success of the company.
• Be Bold: We are courageous and take risks that scare us. Our enthusiasm for experimenting is how we will find the next breakthrough.

Our benefits: We offer competitive compensation, generous benefits, free food and a flexible vacation policy.

But mainly, you want to work at Credible because you believe in our mission and want to have a major role in delivering on it! We look forward to getting to know you.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.