Lifecycle Marketing Lead: Personalization & Retention

Spot Pet Insurance; Miami (FL); On-site; USD 118,000 - 148,000; Full time

Job summary

Spot Pet Insurance in Miami, FL is seeking a Lifecycle Marketing Manager who will own the strategy and programs that convert, onboard, retain, and grow customers across their journey. You will manage a CRM Specialist and use Customer.io data to shape timely, on-brand messaging.

You will partner with product, design, customer service, and compliance to improve the customer experience, define testing roadmaps, and ensure accurate data usage in Spot's CRM platform.

Qualifications

• Bachelor's degree in Marketing, Business, or related field, or equivalent experience.
• 8+ years of hands-on CRM, email, or lifecycle marketing on a consumer-focused marketing team.
• 2+ years of experience managing people, including setting goals and reporting metrics to leadership.
• Hands-on experience with a marketing automation platform, such as Customer.io, Braze, or Iterable.
• Strong understanding of segmentation, personalization, A/B testing, and deliverability best practices.
• Familiarity with email and SMS compliance requirements.
• Detail-oriented, with strong organizational skills and the ability to manage multiple programs at once.

Responsibilities

• Own the lifecycle marketing strategy and roadmap across the customer journey, including quote follow-up and conversion, onboarding, cross-sell and upsell, claims communications, renewal, and win-back.
• Design customer engagement programs across email, SMS, push, in-app, and chat, ensuring consistent, high-quality, on-brand communication.
• Manage, coach, and develop a CRM Specialist who builds and runs programs in Customer.io, and support the growth of the team as demand increases.
• Use CRM and customer data to define segments, personalize messaging, and identify opportunities to improve conversion, retention, and lifetime value.
• Set the team's testing roadmap, and ensure tests are designed, measured, and documented to drive continuous improvement.
• Oversee the use of Spot's CRM platform to ensure customer data is accurate, well maintained, and used effectively.
• Implement ways to gather, analyze, and share customer feedback, and use it to improve lifecycle programs and inform product and service improvements.
• Partner with claims, customer service, and operations to improve communications and the customer experience throughout the claims process.
• Partner with organic acquisition on promoting the referral program to current customers, and with the engagement team on programs and events for current customers.
• Define and maintain quality assurance standards for all lifecycle communications, including brand voice, accuracy, and compliance with email, SMS, and insurance regulations.
• Maintain a clear project schedule and regularly report performance, budgets, insights, and recommendations to leadership.

Skills

CRM

Lifecycle marketing

Segmentation

A/B testing

Deliverability

People management

Education

Bachelor's degree in Marketing/Business or related field

Tools

Customer.io

Braze

Iterable

Job description

Spot Pet Insurance in Miami, FL is seeking a Lifecycle Marketing Manager who will own the strategy and programs that convert, onboard, retain, and grow customers across their journey. You will manage a CRM Specialist and use Customer.io data to shape timely, on-brand messaging.

You will partner with product, design, customer service, and compliance to improve the customer experience, define testing roadmaps, and ensure accurate data usage in Spot's CRM platform.