Lifecycle Marketing Manager

Lifecycle Marketing Manager

Spot Pet Insurance is one of the fastest-growing pet insurance companies in North America, committed to delivering an exceptional customer experience through innovation and data-driven decision making. Our mission is to help pet parents provide healthier, happier lives for their pets through accessible and comprehensive coverage.

Job Summary:

The Lifecycle Marketing Manager leads Spot's lifecycle marketing team at the manager level, owning the strategy and programs that convert, onboard, retain, and grow our customers across their journey with Spot. This role manages a CRM Specialist who is Spot's Customer.io expert, and uses CRM data to shape strategy, measure results, and make every customer touchpoint timely, relevant, and on-brand. The role is measured on the impact of lifecycle programs on key performance indicators (KPIs) such as conversion, retention, and customer lifetime value, and partners with product, design, customer service, and compliance to improve the customer experience.

Job Location: On-site (Miami, FL)

Main Responsibilities:

• Own the lifecycle marketing strategy and roadmap across the customer journey, including quote follow-up and conversion, onboarding, cross-sell and upsell, claims communications, renewal, and win-back.
• Design customer engagement programs across email, SMS, push, in-app, and chat, ensuring consistent, high-quality, on-brand communication.
• Manage, coach, and develop a CRM Specialist who builds and runs programs in Customer.io, and support the growth of the team as demand increases.
• Use CRM and customer data to define segments, personalize messaging, and identify opportunities to improve conversion, retention, and lifetime value.
• Set the team's testing roadmap, and ensure tests are designed, measured, and documented to drive continuous improvement.
• Oversee the use of Spot's CRM platform to ensure customer data is accurate, well maintained, and used effectively.
• Implement ways to gather, analyze, and share customer feedback, and use it to improve lifecycle programs and inform product and service improvements.
• Partner with claims, customer service, and operations to improve communications and the customer experience throughout the claims process.
• Partner with organic acquisition on promoting the referral program to current customers, and with the engagement team on programs and events for current customers.
• Define and maintain quality assurance standards for all lifecycle communications, including brand voice, accuracy, and compliance with email, SMS, and insurance regulations.
• Maintain a clear project schedule and regularly report performance, budgets, insights, and recommendations to leadership.

Qualifications:

• Bachelor's degree in Marketing, Business, or a related field, or equivalent experience.
• 8+ years of hands-on experience in CRM, email, or lifecycle marketing on a consumer-focused marketing team.
• 2+ years of experience managing people, including setting goals and reporting metrics to leadership.
• Hands-on experience with a marketing automation platform, such as Customer.io, Braze, or Iterable.
• Strong understanding of segmentation, personalization, A/B testing, and deliverability best practices.
• Familiarity with email and SMS compliance requirements.
• Detail-oriented, with strong organizational skills and the ability to manage multiple programs at once.

Preferred Qualifications:

• Experience with SQL or BI tools.
• Experience with retention and lifetime value programs in a subscription or policy-based business.
• Experience in insurance, financial services, or another regulated industry.

Compensation:

Miami base pay range: $118,148 - $147,686 per year. This is the range we reasonably expect to pay at hire. Placement within the range depends on job-related factors such as experience, skills, and certifications. This position is not eligible for bonus or incentive pay. Base pay is one part of a total rewards package that includes the benefits listed below.

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