Lifecycle Manager: Email & CRM

Metro Credit Union•Chelsea, MA

2d•Hybrid

About The Position

Metro Credit Union is seeking an accomplished lifecycle marketer to turn member insights, behavioral signals, and business priorities into communications that guide members toward appropriate next steps in their financial lives. Reporting to the Vice President, Growth Marketing, the role owns marketing email, lifecycle journeys, CRM workflows, and marketing automation. Its work supports member engagement, product adoption, retention, relationship growth, and long-term member value. The Lifecycle Manager will develop lifecycle communications across onboarding, nurture, cross-sell, retention, re-engagement, referrals, and relationship growth. The role is responsible for designing, executing, governing, and continuously improving automated campaigns and journeys, and for campaign quality, experimentation, and reporting. It will help mature Metro’s CRM, automation, and personalization capabilities and build a scalable lifecycle marketing framework with clear journey standards, governance, templates, and measurement. The position collaborates with the Lifecycle Marketing Manager: Audiences & Activation, business partners, analytics, and other teams to create personalized, trigger-based member experiences and workflows across products and lifecycle stages. It uses testing and performance analysis to improve messaging, personalization, cadence, sequencing, channels, and offers, while incorporating predictive insights and next-best-action recommendations. AI-enabled tools are to be used thoughtfully, with sound judgment and protection of member information, and all AI-assisted work must meet Metro’s quality, compliance, and brand standards. The position follows a hybrid policy requiring at least three days in the office per week, including Tuesday and Wednesday. Compensation is listed at $105,000–$130,000. The role is not eligible for visa sponsorship.

Requirements

At least seven years of experience in lifecycle, CRM, email, marketing automation, or a closely related discipline.
Hands-on experience with CRM, ESP, marketing automation, or journey orchestration platforms.
Experience creating onboarding, nurture, cross-sell, retention, reactivation, renewal, or trigger-based programs.
Strong writing, editing, creative briefing, QA, project management, and stakeholder communication skills.
Ability to interpret performance data and translate findings into practical improvements.
Working knowledge of analytics and reporting tools such as GA4, Tableau, Power BI, Excel, Marketo, or comparable lifecycle marketing platforms.

Nice To Haves

Bachelor’s degree in marketing, communications, business, digital marketing, or a related field.
Experience in financial services, banking, credit unions, fintech, another regulated industry, or a lifecycle-focused agency.
Familiarity with CDPs, predictive segmentation, propensity modeling, personalization, CRM integrations, and paid media audience activation.
Knowledge of consent, preference management, opt-out requirements, and email or SMS compliance.

Responsibilities

Own lifecycle communications across onboarding, nurture, cross-sell, retention, re-engagement, referrals, and relationship growth.
Design, execute, govern, and continuously improve automated campaigns and journeys.
Manage marketing use of CRM and automation platforms across email, SMS, push, communication preferences, online banking, and future engagement channels.
Maintain campaign quality through QA, deployment readiness, scheduling, monitoring, preference management, and compliance review.
Develop a structured experimentation program using A/B, multivariate, holdout, and incrementality testing.
Create lifecycle reporting that connects marketing activity to engagement, conversion, product adoption, and retention.
Translate audience insights, behavioral triggers, product priorities, and member needs into communication strategies.
Build and optimize personalized, trigger-based journeys across products and lifecycle stages.
Partner with the Lifecycle Marketing Manager: Audiences & Activation to turn segmentation opportunities into member experiences.
Create lead management, referral, and follow-up workflows supporting deposit, lending, insurance, investment, business banking, and other growth opportunities.
Work with business partners to test new offers, pilots, and lifecycle initiatives before broader rollout.
Improve messaging, personalization, cadence, sequencing, channel mix, journey sequencing, and offers through testing and performance analysis.
Develop dashboards and recommendations that help stakeholders understand results and determine next steps.
Partner with analytics and business teams to incorporate predictive insights and next-best-action recommendations into member communications.
Use AI-enabled tools thoughtfully to strengthen content development, personalization, testing, journey optimization, and communication effectiveness while protecting member information and meeting quality, compliance, and brand standards.