Sr Assoc Cust Lifecycle Marketing & Retention (Hybrid-Richmond, VA)

We are seeking a dataâdriven customerâobsessed Senior Associate - Customer Lifecycle Marketing & Retention to enhance how we engage nurture loyalty and retain existing bank customers. This role will build and optimize customer management campaigns and automated lifecycle journeys across email direct mail and authenticated online banking experiences ensuring customers receive timely relevant and meaningful communications at every stage of their relationship with us. The ideal candidate will have handsâon experience with lifecycle marketing strategy automated workflows CRM platforms segmentation and customer retention strategies and tacticsparticularly within financial services or another highly regulated industry.

Position Accountabilities

Lifecycle Strategy & Journey Development

• Design and maintain automated lifecycle programs that support every stage of the customer journey to deepen relationships and build loyalty including
• New account welcome & onboarding
• Activation and adoption of sticky services (e-statements mobile app bill pay direct deposit alerts etc.)
• Engagement campaigns
• Customer appreciation programs
• Milestone and behavioralâtriggered communications
• Partner with internal teams to identify lifecycle gaps friction points and opportunities for increased engagement or revenue.

Retention-Focused Marketing Execution

• Develop multi-channel retention programs using:
• Automated Email Workflows (primary channel)
• Direct Mail for high-value or compliance-driven moments
• Online Banking marketing communications within authenticated digital banking environments
• Optimize campaigns using A/B testing versioning dynamic content segmentation and behavior-based triggers.

Cross-Functional Collaboration

• Partner with CRM Product Analytics Brand and Compliance teams to ensure lifecycle experiences are accurate compliant and aligned with business objectives.
• Collaborate with creative teams to develop and refine messaging that reflects our brand and enhances customer satisfaction and retention.
• Coordinate with internal data teams to define audiences refine segmentation logic and validate behavioral triggers.

Performance Measurement & Optimization

• Monitor performance of lifecycle programs and retention KPIs including engagement activation cross-sell and churn reduction metrics.
• Analyze campaign results to identify insights and advocate for continuous optimization.
• Develop reporting dashboards and provide recommendations to leadership on improving the customer lifecycle.

Customer Advocacy & Experience Enhancement

• Become a champion of the customer experience representing customer needs within the Performance Marketing team.
• Identify where lifecycle communications can reduce customer effort eliminate confusion or enhance value perception.
• Ensure consistent messaging and experience across all lifecycle touchpoints.
• Play the lead marketing role in customer servicing messaging across channels and experiences to ensure it reflects the right tone clarity and frequency.

Organizational Relationship

This position reports to the Director Performance Marketing

Position Qualifications

Education & Experience

• Bachelors degree in Marketing Communications Business or related field; equivalent experience considered.
• 5 years experience in lifecycle marketing loyalty and retention marketing CRM email automation or related fields. Experience in financial services or other regulated industries a strong plus.
• Hands-on experience with marketing automation platforms (e.g. Salesforce Marketing Cloud Act-On HubSpot Marketo or similar).
• Strong understanding of customer segmentation behavioral triggers and multi-channel journey execution.
• Analytical mindset with experience using data to drive decisions; proficiency with reporting tools and A/B testing.
• Excellent communication and collaboration skills.
• Detail-oriented with experience managing multiple simultaneous projects.
• Experience working with authenticated digital environments or online banking platforms preferred.

Knowledge & Skills

• Increased customer activation and adoption of key banking services.
• Higher engagement across lifecycle workflows and authenticated digital banners.
• Improved customer retention metrics including reduced early churn and enhanced banking relationship primacy.
• High-quality compliant and personalized lifecycle communications delivered consistently across channels.

Salary offered will be based on several factors including but not limited to education work experience certifications etc. This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program. General information on our comprehensive benefits package can be found by visiting are proud to be an Equal Employment Opportunity employer. We maintain a drug-free workplace.

Required Experience:

Senior IC