The
Customer Lifecycle Communications Manager
owns the end-to-end borrower journey across the full customer lifecycle, from lead and prospect through application, in-process, closing, and post-close retention. This role is responsible for designing, optimizing, and managing all customer communications and engagement channels including dialing strategy, paid ad response flows, email marketing, SMS, CRM automation, and post-closing nurture campaigns. This position works cross‑functionally with Marketing, Sales, Operations, and Technology to ensure every interaction is timely, relevant, compliant, and conversion‑focused. This is both a strategic and hands‑on execution role.
Key Responsibilities
Map and manage the full lifecycle: Lead → Prospect → Application → In-Process → Closing → Post-Close
Identify friction points and implement improvements to increase conversion, satisfaction, and retention
Standardize communication cadence, SLAs, and messaging standards across all stages
Communication Strategy & Execution
Design and manage automated email campaigns, SMS workflows, and dialing strategies
Build paid ad response and routing workflows to ensure immediate follow‑up
Create in-process status communications and post-close retention campaigns
Ensure consistent brand voice and regulatory compliance across all messaging
Segment and personalize communications based on customer behavior and stage
Systems & Automation (Salesforce/CRM)
Own CRM workflows, triggers, lifecycle automations, and routing logic
Build and optimize Salesforce journeys, tasks, alerts, and dashboards
Partner with IT/RevOps on integrations and data improvements
Maintain data quality, segmentation, and reporting structures
Performance & Analytics
Track KPIs including response time, contact rates, conversion, pull-through, and customer satisfaction
Run A/B tests on messaging, timing, and channel mix
Deliver regular performance reporting with recommendations for improvement
Cross-Functional Leadership
Collaborate with Marketing, Sales, Processing, and Compliance teams
Train staff on communication standards and best practices
Serve as the internal voice of the customer
Qualifications Required
3–7+ years in Customer Experience, Lifecycle Marketing, CRM, or Marketing Operations
Hands‑on experience designing automated customer journeys
Salesforce or comparable CRM platform experience
Strong understanding of email and SMS marketing best practices
Analytical mindset with reporting and performance optimization skills
Excellent written communication and documentation abilities
Preferred
Mortgage or financial services industry experience
Experience with dialers, lead routing systems, or call center workflows
Marketing automation platforms (Salesforce Marketing Cloud, HubSpot, Pardot, etc.)
Experience in compliance-sensitive industries
SQL or advanced analytics experience
Success Metrics (First 12 Months)
Reduced lead response times
Higher application conversion rates
Improved pull-through to close
Increased borrower satisfaction (CSAT/NPS)
Greater automation and reduced manual touchpoints
Clear lifecycle performance reporting
Acrisure Mortgage is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug‑Free Workplace. Applicants must complete all interviews without the use of AI or automated tools. All responses should reflect your own knowledge and experience.
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Customer Lifecycle Communications Manager
owns the end-to-end borrower journey across the full customer lifecycle, from lead and prospect through application, in-process, closing, and post-close retention. This role is responsible for designing, optimizing, and managing all customer communications and engagement channels including dialing strategy, paid ad response flows, email marketing, SMS, CRM automation, and post-closing nurture campaigns. This position works cross‑functionally with Marketing, Sales, Operations, and Technology to ensure every interaction is timely, relevant, compliant, and conversion‑focused. This is both a strategic and hands‑on execution role.
Key Responsibilities
Map and manage the full lifecycle: Lead → Prospect → Application → In-Process → Closing → Post-Close
Identify friction points and implement improvements to increase conversion, satisfaction, and retention
Standardize communication cadence, SLAs, and messaging standards across all stages
Communication Strategy & Execution
Design and manage automated email campaigns, SMS workflows, and dialing strategies
Build paid ad response and routing workflows to ensure immediate follow‑up
Create in-process status communications and post-close retention campaigns
Ensure consistent brand voice and regulatory compliance across all messaging
Segment and personalize communications based on customer behavior and stage
Systems & Automation (Salesforce/CRM)
Own CRM workflows, triggers, lifecycle automations, and routing logic
Build and optimize Salesforce journeys, tasks, alerts, and dashboards
Partner with IT/RevOps on integrations and data improvements
Maintain data quality, segmentation, and reporting structures
Performance & Analytics
Track KPIs including response time, contact rates, conversion, pull-through, and customer satisfaction
Run A/B tests on messaging, timing, and channel mix
Deliver regular performance reporting with recommendations for improvement
Cross-Functional Leadership
Collaborate with Marketing, Sales, Processing, and Compliance teams
Train staff on communication standards and best practices
Serve as the internal voice of the customer
Qualifications Required
3–7+ years in Customer Experience, Lifecycle Marketing, CRM, or Marketing Operations
Hands‑on experience designing automated customer journeys
Salesforce or comparable CRM platform experience
Strong understanding of email and SMS marketing best practices
Analytical mindset with reporting and performance optimization skills
Excellent written communication and documentation abilities
Preferred
Mortgage or financial services industry experience
Experience with dialers, lead routing systems, or call center workflows
Marketing automation platforms (Salesforce Marketing Cloud, HubSpot, Pardot, etc.)
Experience in compliance-sensitive industries
SQL or advanced analytics experience
Success Metrics (First 12 Months)
Reduced lead response times
Higher application conversion rates
Improved pull-through to close
Increased borrower satisfaction (CSAT/NPS)
Greater automation and reduced manual touchpoints
Clear lifecycle performance reporting
Acrisure Mortgage is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug‑Free Workplace. Applicants must complete all interviews without the use of AI or automated tools. All responses should reflect your own knowledge and experience.
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