Sr. Manager, Renewal Lifecycle

About the role

The Senior Manager, Renewal Lifecycle at Good Sam is responsible for owning the entire renewal process across multiple product lines, including Protection, Membership/Loyalty, and Credit Card products. This role involves setting strategy, driving execution, and ensuring continuous improvement of the renewal engine.

Responsibilities

• Own the full renewal lifecycle from expire pool generation through channel execution (email and direct mail) to conversion and revenue reporting, across all protection products (RA, TWP, TA, ESP, GSIA), Membership/Loyalty, and Credit Card products.
• Serve as the single point of accountability for renewal health. Address issues such as drop in renewal rates, non-delivery of communications, or data flow problems.
• Create and own the Renewals Playbook, defining and maintaining data checkpoints, alert thresholds, escalation protocols, and operational cadences across all business lines, with an expectation of iterative improvement as the platform and product portfolio grow.
• Build and maintain a Renewal Health Dashboard that tracks key metrics like expire pool volumes, channel delivery rates, email send coverage, journey health, and conversion metrics across all products.
• Investigate performance variance: diagnose whether an issue is upstream, mid-stream, or downstream, and solve it by bringing the right team together.
• Partner with Business Analytics to develop and maintain revenue-at-risk calculations and renewal conversion attribution.
• Own and manage campaign metadata taxonomy (Claravine) across all renewal and Welcome lifecycle campaigns, ensuring consistent tagging, lifecycle-attributed measurement, and clean campaign tracking from send through conversion.
• Drive the Good Sam personalization initiative for renewal communications, leveraging customer data, behavioral signals, and product ownership patterns to deliver more relevant, higher-converting touchpoints across the renewal journey.
• Identify and implement testing opportunities (A/B, cadence variations, channel mix) to drive measurable improvement in renewal rates.
• Ensure web-origin customers and auto-renewal versus non-auto-renewal segments are entering the correct journey paths.
• Cross-functionally coordinate with Data Engineering, Marketing Technology, Business Analytics, Product, and vendor partners to triage and resolve issues through structured project management and clear accountability.
• Establish and enforce data contracts with upstream systems that define expected payload schemas, field completeness requirements, and delivery SLAs.
• Run a weekly Renewal Health stand-up meeting to review dashboard metrics, open action items, and resolution timelines.
• Identify and implement AI-driven approaches to automate renewal monitoring, anomaly detection, and root cause analysis, moving the team from reactive investigation to proactive, intelligent alerting.

Qualifications

• 7+ years in CRM lifecycle marketing, marketing operations, or a related field, with direct ownership of data-driven email and direct mail programs.
• Hands-on experience with Salesforce Marketing Cloud (Journey Builder, Automation Studio, data views, SQL queries).
• Strong data fluency, able to independently validate upstream payload integrity, and trace data issues across Snowflake/C360 feeds without waiting on a data engineer.
• Experience managing renewal, expiration, or reactivation programs, including triggered cadences, expiration-based segmentation, and multi-channel coordination (email + direct mail).
• Demonstrated ability to apply AI and automation tools strategically to marketing operations and monitoring — beyond prompt-based productivity, toward solving real operational problems.
• Background in subscription or membership businesses with recurring revenue models.
• SQL proficiency beyond SFMC; comfortable querying data warehouses directly for investigation and validation.
• Familiarity with event-streaming platforms (e.g., Kafka) and how data moves from transactional systems to marketing platforms.
• Experience with platform migrations (billing, CRM, or membership systems) and the data validation work they require.
• Experience building automated monitoring frameworks, data quality checks, or operational alerting systems.
• Familiarity with personalization strategies and how customer data, behavioral signals, and predictive models improve lifecycle communications.

Pay and Benefits

General Compensation Disclosure: The pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Camping World, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below. Pay Range $111,100.00-$170,300.00 Annual.

In addition to competitive pay, we offer Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on-the-job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more!

Part-time associates are offered access to dental & vision coverage!

For more information please visit: www.mycampingworldbenefits.com

We are an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service-member status, genetic information, or any other basis protected by applicable federal, state, or local laws.