AI-Driven Customer Journey Manager (Remote)

National Debt Relief, LLC.; United States; Remote; USD 99,000 - 114,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid holidays

Parental leave

Transit benefits

Life insurance

Voluntary benefits

Pet health discount

Wellness program

Job summary

National Debt Relief seeks an AI-native Customer Journey Manager to own lifecycle performance across post-enrollment journeys with focus on Retention, Winback, and Partner Cross-Sell. You will craft cross-channel campaigns (email, SMS, direct mail, landing pages, chat) and optimize journeys with data-driven testing and AI-enabled tooling.

You will collaborate acrossCreative, Brand, Product, Engineering, Analytics, Legal, Compliance, Sales, and partners to automate workflows, improve processes,

Qualifications

• Bachelor's degree in Marketing, Business, or a related field preferred but not required.
• 4+ years of experience in lifecycle marketing, retention marketing, CRM, customer journey management, 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 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.

Responsibilities

• Own lifecycle strategy and performance for key post-enrollment client journeys, with emphasis on retention, cancellation prevention, engagement, winback, and partner cross-sell.
• 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 cancellation patterns, engagement behavior, servicing interactions, customer milestones, and journey performance to identify the highest-impact retention 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.
• 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.

Skills

Direct response

Analytics

Ownership

Adaptability

Builder mindset

AI tooling

Cross-functional

Project management

Communication

Education

Bachelor's degree in Marketing, Business, or related field

Tools

Salesforce Marketing Cloud

Braze

Cordial

Klaviyo

Job description

National Debt Relief seeks an AI-native Customer Journey Manager to own lifecycle performance across post-enrollment journeys with focus on Retention, Winback, and Partner Cross-Sell. You will craft cross-channel campaigns (email, SMS, direct mail, landing pages, chat) and optimize journeys with data-driven testing and AI-enabled tooling.

You will collaborate acrossCreative, Brand, Product, Engineering, Analytics, Legal, Compliance, Sales, and partners to automate workflows, improve processes,