National Debt Relief, LLC · 3 weeks ago
Customer Journey Manager
United States
Full-time
Remote
Senior Level
$99K/yr - $114K/yr
4+ years expNational Debt Relief, LLC is a leading debt settlement organization dedicated to helping consumers manage their debt. They are seeking a Customer Journey Manager to own lifecycle and retention performance across key customer and prospect journeys, focusing on re-engagement and funnel recovery while optimizing campaigns and processes.
FinanceLegalCreditFinancial ServicesPersonal Finance
No H1B
Responsibilities
Own lifecycle and retention strategy for key prospect and customer journeys, with emphasis on re-engagement, win-back, and funnel recovery
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 funnel drop-off points, customer behavior, and journey performance to identify the highest-impact optimization opportunities
Drive measurable business outcomes, not just channel activity
Ensure journeys are thoughtfully designed to balance performance optimization with customer experience optimization
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Identify friction, inefficiency, and outdated manual work, then improve, automate, or replace it
Create structure where there is ambiguity and keep work moving without waiting for perfect process or direction
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
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
Build 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
Qualification
Required
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 place of formal education requirements
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
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 at once
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
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
Preferred
Experience with Salesforce Marketing Cloud is preferred, not required
Experience supporting platform migration, implementation, or transition across ESPs or customer engagement platforms is a plus
Benefits
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
Employee mentorship and leadership programs
Company
National Debt Relief, LLC
National Debt Relief, a certified Great Place to Work®, was founded with the goal of helping an expanding number of consumers deal with overwhelming debt.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
D
Daniel Tilipman
Co-Founder & Executive Board Member
A
Andrea McDonough
Chief Information Officer
Recent News
2026-06-10
Company data provided by crunchbase