AI-Powered Customer Journey Lead — Retention & Winback

National Debt Relief; Northern (KY); Hybrid; USD 99,000 - 114,000; Full time

Benefits offered by this job

Medical Benefits

Dental Benefits

Vision Benefits

401(k) Match

Paid Holidays

Parental Leave

Job summary

National Debt Relief seeks an AI-native Customer Journey Manager to own lifecycle performance across post-enrollment journeys, focusing on retention, winback, and partner cross-sell. You will build, launch, and optimize cross-channel campaigns across email, SMS, direct mail, landing pages, chat, and related touchpoints, while improving processes and orchestration with cross-functional teams.

This high-autonomy role emphasizes ownership, rapid experimentation, and practical use of AI tools to

Qualifications

• Bachelor's degree in Marketing, Business, or related field preferred.
• 4+ years in lifecycle marketing, retention marketing, CRM, or marketing automation.
• Experience building automated customer journeys driving measurable outcomes.
• Experience across email, SMS, direct mail, landing pages, chat, or similar touchpoints.
• Experience with omni-channel engagement platforms.

Responsibilities

• Own lifecycle strategy and performance for post-enrollment 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 touchpoints.
• Develop messaging, segmentation, sequencing, decision logic, offers, and testing plans to improve engagement and retention.
• Analyze cancellation patterns and journey performance to identify high-impact retention opportunities.
• Drive measurable business outcomes and ensure customer experience is optimized.

Skills

Lifecycle marketing

Direct response

Cross-channel campaigns

Analytics

AI tooling

Project management

Stakeholder management

Education

Bachelor's degree in Marketing 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, focusing on retention, winback, and partner cross-sell. You will build, launch, and optimize cross-channel campaigns across email, SMS, direct mail, landing pages, chat, and related touchpoints, while improving processes and orchestration with cross-functional teams.

This high-autonomy role emphasizes ownership, rapid experimentation, and practical use of AI tools to