Manager – CRM & Retention Marketing

Upbound Group•Plano, TX

3d•Onsite

About The Position

Upbound Group, Inc. (NASDAQ: UPBD) is a technology and data-driven leader in accessible and inclusive financial solutions that address the evolving needs and aspirations of underserved customers. The Company’s customer-facing operating units include industry-leading brands such as Acima, Brigit, and Rent-A-Center that facilitate consumer transactions across a wide range of store-based and digital channels, including over 2,300 company branded retail units across the United States, Mexico, and Puerto Rico. The Manager of CRM Retention Marketing is responsible for developing and executing customer-centric, data-driven marketing projects that increase customer retention across CRM channels (email, SMS/MMS, push notifications, direct mail) and will also serve as a planning arm to other Growth teams for retention-related initiatives. The ideal candidate is highly organized, collaborative, and skilled at balancing strategic planning with hands-on execution – plus invests in developing strong cross functional relationships.

Requirements

Bachelor’s Degree in related field
Fintech or retail store-based marketing experience strongly preferred
5+ years in marketing, with 1+ years in a leadership role
Email campaign management (Zeta, Salesforce, Hubspot, etc.) experience a must
Proven experience managing promotional campaigns and customer journeys
Strong analytical skills and understanding of CRM channels and conversion optimization
Ability to lead and develop high-performing teams and drive cross-functional alignment
Experience with Asana or similar project management software
Proficient in Microsoft Office applications (Microsoft Teams experience a plus)
Strong communication and project planning skills

Responsibilities

Develop and drive Rent-A-Center’s CRM strategy across email, SMS/MMS, push notifications, and direct mail, ensuring alignment with broader business objectives and flawless campaign execution.
Establish a long‑term roadmap that aligns CRM efforts with broader business objectives, revenue targets, and customer experience goals.
Own test plans to ensure continuous channel optimization in partnership with CX, Personalization, and Product teams.
Lead the strategy and optimization of promotional, journey, trigger and transactional communications, including segmentation, messaging, and cadence.
Manage CRM channel budgets to maximize efficiency and ROI.
Draft comprehensive campaign or journey briefs for CRM, media and web teams, ensuring alignment with business objectives.
Support a team focused on designing, building, and deploying email, SMS/MMS, push notifications, and direct mail campaigns in our CDP/ESP.
Oversee the CRM Platform Specialist’s targeting and deployments within Zeta Marketing Platform (ZMP).
Brief CRM Designer on campaign requirements and provide clear feedback on creative, messaging, branding, and performance goals.
Monitor campaign performance and CRM conversion KPIs in how they support overall Growth Team goals of customer retention.
Partner with analytics to optimize messaging and improve engagement and conversion rates.
Provide insights and recommendations to senior leadership.