Senior Manager, Consumer Lifecycle Marketing

Outcomes and Activities

• This position will work from home; occasional planned travel to our Southfield, Michigan office may be required. However, this position is permitted to work at our Southfield, Michigan office if requested by the team member.
• Own the lifecycle marketing strategy and roadmap with a primary goal of increasing customer lifetime value, directly accountable for incremental lifetime value from lifecycle programs, supported by first-payment on-time rate and action rate by channel.
• Set the contact strategy and the rules every customer message follows - cadence, channel selection, frequency limits and priority when messages compete - so customers hear from us as one company, not several.
• Design and run onboarding and first-payment journeys that help new customers get set up, understand their loan and make their first payments on time.
• Develop business cases and recommendations across the life of the loan, including digital adoption, benefits and rewards enrollment, and the path to a customer's next vehicle.
• Own segmentation and targeting for the customer base, using behavior, tenure and engagement data to decide who receives what and when.
• Run lifecycle like a performance portfolio: size the expected value of each journey, put contact capacity and effort behind what creates the most incremental lifetime value, cut what does not, and report the value created and where to invest next.
• Own the lifecycle testing agenda: form the hypothesis, design the test with a holdout, read the results against it, and scale what works.
• Brief and partner with the teams that build and deliver the work - digital product (app, web portal and messaging capabilities), creative (copy and assets), marketing operations (audiences, platforms and deliverability) and analytics (measurement) to align priorities, shape capabilities and deliver lifecycle programs that maximize customer lifetime value.
• Partner with servicing strategy so marketing and servicing communications work together as one cohesive customer experience, and with Legal and Compliance so every message meets communication rules.
• Other duties as assigned.

Knowledge and Skills

• Lifecycle & CRM Expertise: Proven ownership of multi-channel lifecycle programs across email, SMS, push and in-app, including journey design, contact strategy and hands-on segmentation in customer data and automation platforms.
• Critical Thinking & Business Judgment: Breaks ambiguous problems into their parts, forms a clear point of view with incomplete information, and makes sound calls on tradeoffs between engagement, customer experience and cost.
• Quantitative Framing & Problem Solving: Frames every problem in numbers first - sizes the opportunity, sets the baseline and states what result would change the decision; comfortable with napkin math.
• Performance Marketing Mindset: Treats lifecycle as a performance channel - measures incremental lifetime value, weighs return against cost and customer fatigue, and optimizes to outcomes rather than activity.
• Experimentation & Measurement: Designs tests with clear controls, measures incremental impact, and reads results honestly.
• Executive Communication: Clear, confident communicator with senior leaders.
• Cross-Functional Collaboration: Builds strong partnerships across digital product, creative, operations, analytics, servicing and compliance.
• Customer Focus: Genuine commitment to treating customers well, and to communication that helps rather than overwhelms.

Requirements

• Bachelor's degree in Marketing, Business, or a related field, or equivalent experience.
• 7+ years of experience in lifecycle, CRM, retention or customer marketing.
• Proven track record increasing customer lifetime value, retention or repeat purchase through lifecycle or CRM programs, measured incrementally.
• Hands-on experience with marketing automation and customer engagement platforms across email, SMS, push and in-app.
• Experience running a testing program and measuring incremental impact with holdouts or control groups.
• Demonstrated problem solving and business judgment, with a track record of framing ambiguous problems quantitatively and making sound recommendations.
• Experience taking programs from brief to launch with product, creative and analytics partners.
• Excellent written and verbal communication skills.

Preferred

• Experience in financial services, fintech, or subprime/near-prime lending.
• Experience with consumer communication and consent rules in a regulated industry.
• Experience with onboarding or payment behavior journeys, working alongside servicing teams.
• Experience supporting loyalty, rewards or benefits programs.
• Experience coaching, influencing and mentoring team members and cross functional partners.

Pay and benefits

Targeted Compensation: $165,000 - $192,000 base salary + annual bonus plan.

This position is not currently open to individuals who require sponsorship now or in the future to work legally for Credit Acceptance, such as H-1b / H-4 or F-1 OPT visa holders.

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Benefits

• Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work

Expectations

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department

Advice!

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term. If you are actively looking or starting to explore new opportunities, send us your application!

• P.S.
• We have great details around our stats, success, history and more. We're proud of our culture and are happy to share why - let's talk!
• Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.
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