Manager, CRM Production

About Us

At Finance of America we help homeowners unlock the joy that comes from realizing the full potential of their retirement. Many people have significant wealth tied up in their homes and want to use it meaningfully in their next chapter. Our uniquerange of reverse mortgages allow homeowners 55 to access that wealth while maintaining control over their home and financial future. With options tailored to their unique goals we provide the financial flexibility they need to move forward with confidence.

Finance of America is guided by five values: We are customer obsessed they are why we exist. We raise the bar. We take extreme ownership. We practice genuine collaboration. And we unleash our excellence. Together we are actualizing our vision to be the most beloved brand for homeowners in their next chapter.

To learn more about us visit

Purpose of Role

Responsible for leading the technical execution of Finance of Americas customer relationship marketing programs ensuring every communication is delivered accurately efficiently and strategically. Serves as the bridge between marketing strategy data and technology to transform CRM vision into automated data-driven journeys that enhance engagement and retention. Oversees the end-to-end campaign build process manages deliverability and system performance and drives continuous improvement through innovation automation and team development.

Key Responsibilities and Expectations

• Translates CRM and lifecycle marketing strategies into technical blueprints execution plans workflows and automated customer journeys.
• Partners with CRM strategists to interpret campaign vision audience logic and content strategy into platform-ready architecture.
• Collaborates with Data Engineering and Creative teams to operationalize complex campaign blueprints from concept through deployment.
• Ensures all executions align with strategic goals audience definitions and compliance requirements.
• Serves as the technical liaison between marketing strategy and CRM systems ensuring scalability consistency and optimization.
• Builds tests and deploys multi-channel CRM campaigns (email SMS push in-app etc.) using platforms such as Salesforce Marketing Cloud Braze or Adobe Campaign.
• Develops dynamic and personalized templates using HTML CSS SQL AMPscript Liquid or JavaScript.
• Configures customer journeys triggers and automation logic to support lifecycle engagement and retention.
• Conducts end-to-end QA testing for rendering data integrity logic and deliverability prior to deployment.
• Troubleshoots and resolves campaign issues ensuring stability and accuracy in all CRM operations.
• Oversees and maintains email deliverability health ensuring consistent inbox placement and sender reputation.
• Monitors bounce rates spam complaints and engagement metrics to proactively identify risks.
• Partners with IT and Marketing Operations to manage authentication protocols (SPF DKIM DMARC) and IP/domain reputation.
• Maintains list hygiene data quality and suppression logic to optimize deliverability performance.
• Implements best practices dashboards and reporting to track deliverability metrics and drive improvement.
• Leads mentors and trains junior CRM developers and production specialists cultivating technical excellence and ownership.
• Conducts code reviews QA checks and training sessions to ensure development consistency and quality.
• Establishes standardized documentation templates and build frameworks for scalability.
• Fosters collaboration across marketing data and technology teams to streamline campaign delivery.
• Researches tests and pilots new CRM technologies and strategies including AI-driven segmentation predictive journeys and progressive profiling.
• Leads proof-of-concept (POC) projects to evaluate and implement emerging CRM capabilities.
• Develops structured testing and measurement frameworks for evaluating new tools or techniques.
• Stays at the forefront of MarTech and CRM innovation sharing learnings and opportunities with stakeholders.
• Partners with IT and Data Engineering teams to design maintain and optimize CRM data pipelines and integrations with core systems (e.g. Salesforce Encompass data warehouse).
• Collaborates with IT to ensure data accuracy synchronization and system reliability across platforms.
• Works jointly with IT to establish data governance standards field mappings and automation reliability for long-term scalability.
• Ensures all CRM data processes meet compliance and privacy standards (GDPR CCPA CAN-SPAM).
• Participates in cross-functional reviews of system architecture integrations and enhancement roadmaps to ensure CRM platform health and performance.
• Performs other duties as assigned.

Reports To

• Director CRM

Direct Reports

• 2-5 CRM Production Specialists

Qualifications - Experience/Skills/Competencies

• Minimum 5 years of CRM production or marketing automation experience in a technical capacity and minimum 3 years of experience in supervising a team.
• Expertise in CRM platforms such as Salesforce Marketing Cloud Braze Adobe Campaign or Iterable.
• Proficiency in HTML CSS SQL and scripting languages (AMPscript Liquid or JavaScript).
• Demonstrated ability to lead and mentor technical teams.
• Hands-on experience with deliverability monitoring authentication protocols and IP/domain management.
• Proven track record of translating marketing strategy and blueprints into scalable CRM execution.
• Strong analytical troubleshooting and documentation skills.
• Experience with API integrations CDPs ETL processes and cloud data systems (e.g. Snowflake BigQuery).
• Familiarity with Git/version control CI/CD pipelines and automated testing frameworks.
• Understanding of email infrastructure deliverability tools (e.g. 250ok Validity Everest) and data hygiene best practices.

Qualifications - Education - Required

• Bachelors Degree

Qualifications - Education - Field(s)/Profession(s)

• Computer Science Marketing Technology or related field.
• Qualifications - Education - Preferred

Compensation

The base salary range for this position is inclusive of all geographical differences in the labor market. The base salary for the position will be determined based on factors such as the candidates work location skills education and addition to those factors we believe in the importance of pay equity and consider the internal equity of our current team members in determining any final offer. We offer a competitive benefits package including health dental vision life insurance paid time-off benefits flexible spending account 401(k) with employer match and ESPP.

Additional Information

The application deadline for the job opportunity is 11/12/2025.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

Finance of America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color sex (including pregnancy) sexual orientation religion creed age national origin physical or mental disability gender identity and/or expression marital status veteran status or other characteristics protected by law.

Required Experience:

Manager