Lifecycle Communications Manager

About the role

The Lifecycle Communications Manager supports the development, execution, and ongoing improvement of customer-facing communications across key stages of the financing lifecycle, including onboarding, servicing, payments, collections, end-of-term, titles, and loyalty.

Responsibilities

• Manage delivery of lifecycle communications across key stages such as onboarding, servicing, statements and payments, collections, end-of-term, titles, and loyalty.
• Translate customer journey insights, friction points, service needs and operational requirements into clear, action-oriented customer messages.
• Help ensure communications reduce confusion, improve clarity, and support successful completion of key customer tasks.
• Distinguish lifecycle operational communications (owned by this role) from marketing campaign communications (owned by Marketing) and coordinate appropriately with Marketing partners.
• Build, maintain, and optimize automated journeys, triggered messages, transactional communications, and lifecycle sequences within Salesforce Marketing Cloud.
• Implement communication logic, event triggers, segmentation, and contact rules aligned with the CX Engagement roadmap.
• Partner with Data Engineering, CX Engagement, and CRM/MC teams to support data availability, accuracy, and timeliness for trigger-based communication experiences.
• Maintain templates, content modules, and reusable message assets to support scalability, efficiency and consistency.
• Write and edit customer-facing content that is clear, simple, compliant, and aligned to brand standards.
• Maintain consistency in voice, tone, and message structure across lifecycle communications.
• Incorporate Legal, Compliance, and business feedback to ensure communications meet regulatory and operational requirements.
• Support the development and documentation of communication standards, message frameworks, and decision guidelines used by the team and adopted across the enterprise.
• Monitor communication performance metrics such as delivery, engagement, and completion of customer actions.
• Identify opportunities to improve clarity, reduce unnecessary contacts, and improve customer response or task completion.
• Support testing and iterative improvements to messages, journeys, and channel use based on results and stakeholder feedback.
• Collaborate with CX Strategy, Digital Product, Servicing, Collections, Titles, Operations, and Marketing partners to align communications with customer and business needs.
• Help ensure messages accurately reflect operational processes, system capabilities, and approved business rules.
• Coordinate with partners to support delivery timelines, approvals, and execution readiness.
• Participate in roadmap planning and quarterly prioritization discussions led by Senior Product Manager, CX Engagement.

Requirements

Minimum 5-7 years in lifecycle communications, CRM, customer engagement, customer experience, or marketing automation.

Experience building communications in Salesforce Marketing Cloud or equivalent customer engagement platforms.

Experience writing, editing, or structuring customer-facing operational messages.

Bachelor’s degree in Communications, Marketing, Business, CX, Digital Experience or related field.

Strong writing skills focused on clarity, simplicity, and action-oriented customer guidance.

Understanding of lifecycle engagement, trigger-based messaging, and event-driven communication models.

Skilled in Salesforce Marketing Cloud (Journey Builder, Automation Studio, segmentation, dynamic content).

Ability to interpret journey insights and behavioral data to refine communications.

Attention to detail, quality control, and adherence to communication standards.

Ability to manage multiple communication streams simultaneously.

Ability to work autonomously and in a team environment.

Strong interpersonal skills and ability to collaborate effectively with cross-functional teams.

Strong judgment, and focus on delivering clear, accurate, and effective customer communications.

Ability to identify process improvement opportunities and recommend practical changes when appropriate.

Qualifications

Employees in this class are subject to extended periods of sitting, standing and walking, and using a computer.

Work is performed in an office environment.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location, and other business and organizational needs.

Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.

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