Customer Journey Manager

Overview

National Debt Relief is seeking an AI-native, execution-minded Customer Journey Manager to drive lifecycle and retention performance across key customer and prospect journeys. This role integrates lifecycle marketing, retention marketing, CRM, customer journey orchestration, marketing automation, and omni-channel customer engagement. A primary focus is on recovering and converting leads who do not enroll initially. You will be responsible for the strategy, execution, and optimization of cross-channel journeys aimed at re-engaging dropped leads, enhancing customer experience, accelerating sales contact, and generating incremental business impact.

This is a high-agency operator role, going beyond narrow campaign management. You will build and optimize campaigns, journeys, and tests, while also improving underlying processes, tools, workflows, and cross-functional orchestration to make lifecycle marketing more efficient and effective. Our team functions as a high-performing in-house agency, offering significant ownership, autonomy, broad visibility, direct access to leadership, and the chance to shape modern lifecycle marketing practices.

The ideal candidate possesses strong lifecycle marketing skills, direct response instincts, experimentation rigor, platform adaptability, and exceptional personal agency. They are proactive in identifying opportunities, problem-solving, developing better workflows, and practically applying AI and modern tooling to enhance performance, customer experience, speed, and operational efficiency.

Responsibilities

Lifecycle Strategy, Campaigns & Journey Performance

• Own lifecycle and retention strategy for key prospect and customer journeys, focusing on re-engagement, win-back, and funnel recovery.
• Build, launch, and optimize cross-channel campaigns across email, SMS, direct mail, landing pages, chat, and other lifecycle touchpoints.
• Develop messaging, segmentation, sequencing, decision logic, offers, and testing plans to improve engagement, contact, conversion, and retention.
• Analyze funnel drop-off points, customer behavior, and journey performance to identify high-impact optimization opportunities.
• Drive measurable business outcomes, not just channel activity.
• Ensure journeys are thoughtfully designed to balance performance and customer experience optimization.

Journey Operations, Tools & Orchestration

• Improve processes, workflows, briefs, handoffs, QA, and operating rhythms supporting journey execution.
• Help build a stronger orchestration layer across tools, teams, data, channels, and service partners.
• Coordinate effectively with internal teams including Creative, Brand, Product, Engineering, Analytics, Legal, Compliance, Sales, and channel owners.
• Collaborate with external agencies and partners to expand execution capacity and improve outcomes.
• Identify and address friction, inefficiency, and outdated manual work through improvement, automation, or replacement.
• Create structure in ambiguous environments and drive progress without reliance on perfect processes or direction.

AI-Native Marketing & Process Improvement

• Utilize AI tools to accelerate campaign planning, journey design, copy development, QA, reporting, analysis, and workflow execution.
• Apply AI to enhance both marketing performance and operational efficiency.
• Prototype practical, lightweight solutions for existing gaps in tools, workflows, or systems.
• Leverage automation and lightweight build tools to remove bottlenecks and solve practical workflow problems.
• Continuously evaluate and implement better ways of working to evolve the team into a modern, high-leverage lifecycle function.

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, and next steps.
• Implement and maintain a disciplined test-and-learn approach across audience, message, timing, cadence, channel, and offer.
• Partner with analytics and leadership to prioritize the highest-value opportunities.
• Communicate strategy, performance, insights, and recommendations clearly to stakeholders and senior leadership.

Qualifications

Education/Experience:

• A Bachelor's degree in Marketing, Business, or a related field is preferred, but not required.
• Relevant experience, demonstrated capability, and a strong track record of results will be considered in lieu of formal education.
• 4+ years of experience in lifecycle marketing, retention marketing, CRM, customer journey management, customer engagement, or marketing automation.
• Strong experience building and optimizing automated customer journeys that drive measurable business outcomes.
• Experience executing cross-channel programs across email, SMS, direct mail, landing pages, chat, or similar lifecycle touchpoints.
• Experience building and optimizing journeys in customer engagement platforms, ESPs, or marketing automation platforms.
• Experience with Salesforce Marketing Cloud is preferred (not required); hands-on experience with modern omni-channel customer engagement platforms such as Braze, Cordial, Klaviyo, or similar tools is strongly preferred.
• Experience supporting platform migration, implementation, or transition across ESPs or customer engagement platforms is a plus.
• Experience in direct response, lead generation, or sales-assisted conversion environments.
• Experience in financial services, lending, debt relief, or another regulated marketing environment.
• Familiarity with SMS strategy, consent requirements, and compliance-sensitive messaging environments.
• Experience with landing page optimization, chat or conversational marketing, and lead reactivation programs.

Required Skills/Abilities:

• Strong direct response and conversion instincts.
• Strong analytical skills with the ability to interpret data, identify trends, diagnose problems, and prioritize opportunities.
• Demonstrated history of high personal agency and end-to-end ownership; able to identify problems, create momentum, and drive solutions without heavy direction.
• Proven ability to operate effectively in ambiguous environments where not all processes, tools, or requirements are fully defined.
• Strong builder mentality; comfortable creating practical, lightweight workflows and systems to solve business problems.
• Hands-on experience using AI and modern workflow tools such as ChatGPT, Claude, Claude Code, Codex, Cursor, Figma, Sigma, and similar platforms to accelerate research, planning, analysis, workflow automation, QA, and rapid prototyping.
• Comfort leveraging AI, automation, and lightweight build tools to streamline workflows, remove bottlenecks, and solve execution problems.
• Strong project management and organizational skills, with the ability to manage multiple workstreams simultaneously.
• Exceptional cross-functional communication, stakeholder management, and relationship-building skills; able to build trust and drive coordinated execution across Creative, Brand, Product, Engineering, Analytics, Legal, Compliance, Sales, and external partners.

National Debt Relief Role Qualifications:

• Computer competency and ability to work with a computer.
• Prioritize multiple tasks and projects simultaneously.
• Exceptional written and verbal communication skills.
• Punctuality expected, ready to report to work on a consistent basis.
• Attain and maintain high performance expectations on a monthly basis.
• Work in a fast-paced, high-volume setting.
• Use and navigate multiple computer systems with exceptional multi-tasking skills.
• Remain calm and professional during difficult discussions.
• Take constructive feedback.
• Available for full-time position.

Compensation Information

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $99,000.00 to $114,000.00.

About National Debt Relief

National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.

Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

Want to learn more about who we are? Connect with us on social!

Benefits

National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Wellness Incentive Program

National Debt Relief is a certified Great Place to Work®!

National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.

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For information about our Applicant Terms, please see here

Key skills/competency

• Customer Journey Management
• Lifecycle Marketing
• Retention Marketing
• Marketing Automation
• CRM
• Omni-channel Engagement
• AI Marketing
• Process Improvement
• Data Analysis
• Cross-functional Collaboration