Lifecycle Manager: Email & CRM

Metro Credit Union; Chelsea (MA); Hybrid; USD 105,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

Retirement plan

Paid time off

Career growth

Job summary

Metro Credit Union is seeking a seasoned lifecycle marketer to transform member insights into timely, personalized communications across onboarding, nurture, cross-sell, retention, and referrals. You will own automated campaigns, journeys, and CRM workflows across email, SMS, and online banking, partnering with analytics, product, and compliance to optimize engagement and value.

Hybrid role based in Massachusetts; strong emphasis on testing, performance analysis, and measurable outcomes to drive

Qualifications

• At least seven years of lifecycle, CRM, email, marketing automation experience.
• Hands-on experience with CRM, ESP, marketing automation, or journey orchestration platforms.
• Experience creating onboarding, nurture, cross-sell, retention, renewal, or trigger programs.
• Strong writing, editing, QA, project management and stakeholder communication skills.
• Ability to interpret performance data and translate findings into improvements.
• Working knowledge of analytics/reporting tools (GA4, Tableau, Power BI, Excel, Marketo).

Responsibilities

• Translate audience insights and product priorities into clear communication strategies.
• Build and optimize personalized, trigger-based journeys across products and lifecycle stages.
• Partner with Lifecycle Marketing Manager to turn segmentation into experiences.
• Create lead management, referral, and follow-up workflows for growth opportunities.
• Collaborate with partners to test offers, pilots, and lifecycle initiatives.
• Improve messaging, cadence, sequencing, and offers through testing and analysis.
• Develop dashboards and recommendations with measurable outcomes for stakeholders.
• Work with analytics and business teams to incorporate predictive insights into communications.

Skills

Lifecycle marketing

CRM platforms

Email marketing

Campaign automation

QA & testing

Data analysis

Stakeholder communication

Education

Bachelor’s degree in marketing, communications, business, digital marketing, or related field

Tools

GA4

Tableau

Power BI

Excel

Marketo

Job description

Why This Role Exists

Metro Credit Union is building more relevant, connected experiences across the entire member lifecycle. We are looking for an accomplished lifecycle marketer to turn member insights, behavioral signals, and business priorities into communications that help people take the next best step in their financial lives.

Reporting to the Vice President, Growth Marketing, you will serve as a primary owner of marketing email, lifecycle journeys, CRM workflows, and marketing automation. Your work will directly support member engagement, product adoption, retention, relationship growth, and long-term member value.
At Metro, this role offers the opportunity to shape how lifecycle marketing supports members across important financial decisions while helping mature the organization’s CRM, automation and personalization capabilities.

What You’ll Own

• Lifecycle communications across onboarding, nurture, cross-sell, retention, re‑engagement, referrals, and relationship growth.

• The design, execution, governance, and continuous improvement of automated campaigns and journeys.

• Marketing use of CRM and automation platforms across email, SMS, push, communication preferences, online banking and future engagement channels.

• Campaign quality, including QA, deployment readiness, scheduling, monitoring, preference management, and compliance review.

• A structured experimentation program using A/B, multivariate, holdout, and incrementality testing.

• Lifecycle reporting that clearly connects marketing activity to engagement, conversion, product adoption, and retention.
  

What You’ll Do

• Translate audience insights, behavioral triggers, product priorities, and member needs into clear communication strategies.

• Build and optimize personalized, trigger based journeys across multiple products and lifecycle stages.

• Partner closely with the Lifecycle Marketing Manager: Audiences & Activation to turn segmentation opportunities into effective 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 disciplined testing and performance analysis.

• Develop dashboards and recommendations that help stakeholders understand results and decide what to do next with clear recommendations and measurable outcomes.

• Partner with analytics and business teams to incorporate predictive insights and next best action recommendations into member communications.
  

Success Looks Like in 12 to 18 Months

• Metro has a stronger, more scalable lifecycle marketing framework with clear journey standards, governance, templates and measurement.

• Priority member journeys are automated, measurable, and continuously optimized.

• Testing produces actionable learning that improves engagement and conversion.

• Stakeholders have clearer visibility into lifecycle performance and optimization opportunities.

• Communications feel increasingly relevant to each member’s needs, behaviors and relationship with Metro.
  

You’ll Love This Role If...

• You are a self starter who is energized by growth, driven by results, and motivated by the opportunity to continuously improve outcomes and make a meaningful impact on the business.

• You enjoy building campaigns yourself while also shaping the strategy behind them.

• You see lifecycle marketing as a business growth discipline, not simply an email production function.

• You can turn complex data and audience insights into clear, human communications.

• You are energized by testing, learning and improving results.

• You collaborate effectively with creative, product, compliance, analytics, operations, audience strategy and technology partners.
  

AI Expectations

You will use AI enabled tools thoughtfully to strengthen content development, personalization, testing, journey optimization and communication effectiveness. You should bring sound judgment, protect member information, and ensure that AI assisted work meets Metro’s quality, compliance, and brand standards.

Required Qualifications

• 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.
  

Preferred Qualifications

• Bachelor’s degree in marketing, communications, business, digital marketing, or 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.
  

Benefits, Hybrid Eligibility, and Compensation

Hybrid Policy Eligibility

• Minimum days in office per week: 3 (Tuesday and Wednesday required).

Compensation Disclosure

$105,000 – $130,000

The salary range listed provides a general expectation for the role. Final compensation is based on experience, unique strengths, and the impact you are expected to make. Metro also offers a competitive benefits package and additional perks that contribute to total compensation.
This position is not eligible for visa sponsorship.

Our Benefits

We believe great work starts with supporting our people. That's why we offer a competitive and well‑rounded benefits package designed to support your health, financial well‑being, career growth, and work‑life balance. From medical, dental, and vision coverage to retirement savings, paid time off, learning opportunities, and employee wellness resources, we invest in helping our employees thrive both at work and beyond.

Click here to learn more about our benefits package and employee perks.

Ready to Make an Impact?

At Metro Credit Union, we believe our employees are our greatest asset. We are committed to creating a work environment where you can thrive professionally while maintaining work‑life balance. From comprehensive benefits and competitive compensation to opportunities for growth and development, we invest in your success. Join a team where your work makes a real difference in protecting our members and strengthening our community.

About Metro Credit Union

Metro Credit Union is the largest state‑chartered credit union in Massachusetts, with $3.4 billion in assets. Metro provides a full range of financial products to more than 200,000 members in Barnstable, Bristol, Essex, Franklin, Hampden, Hampshire, Middlesex, Norfolk, Plymouth, Suffolk, and Worcester counties in Massachusetts, and Cheshire, Hillsborough, Merrimack, Rockingham, and Strafford counties in New Hampshire. Metro is the credit union of choice for employees at over 1,200 companies through its Metro@work program.
Founded in 1926, Metro currently operates branch offices in Boston, Burlington, Chelsea, Dorchester, Framingham, Lawrence, Lynn, Medford, Melrose, Newton, Peabody, Reading, Salem, Tewksbury, and West Roxbury. Metro is also a Juntos Avanzamos (\"Together We Advance\") designated credit union, an honor given to financial institutions for their commitment to serving and empowering Hispanic and immigrant consumers. Metro was recently named among the most charitable companies in Massachusetts by the Boston Business Journal; voted Top Credit Union in Banker & Tradesman's Best of 2025 awards; and recognized as one of America's Best Regional Banks and Credit Unions in 2025 by Newsweek. Learn more at MetroCU.org.