Lifecycle/CRM Marketing Manager

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is investing in its employees, technology, and customer experience – with long-term success in mind every step of the way.

We are seeking a highly motivated and customer-obsessed Lifecycle/CRM Marketing Manager to scale our customer lifecycle communication journeys. You will be responsible for designing, building, and optimizing our customer marketing campaigns across the entire customer lifecycle, including acquisition, engagement, retention, and winback. This is a high-impact role where you will be responsible for driving business results.
In this role you will:

• Define and drive CRM strategy: Partner cross-functionally with stakeholders to develop new customer journeys and enhance existing ones to optimize for channel and creative effectiveness, all while driving improved conversion rates and funding volume.

• Manage a Lifecycle/CRM Sr. Specialist to build and execute customer journeys, while simultaneously managing key stakeholder relationships and agency partners to strategically grow and scale.

• Develop complex trigger-based customer journeys and workflows in our Marketing Automation Platform.

• Leverage segmentation and personalization to create tailored customer experiences in order to drive KPIs.

• Write compelling, high-converting copy that adheres to brand guidelines and develop detailed creative briefs for design partners, when applicable.

• Leverage AI tools for content creation, personalized experiences, optimization, and piloting AI agents to improve conversion across key journey touchpoints.

• Data-driving insights: Dive into CRM performance data and own reporting on KPIs. You’ll share in-depth analyses, identify key trends, uncover opportunities, and provide actionable insights that directly influence the strategy.

• Establish and manage a formal A/B and multivariate testing framework to continuously optimize messaging, creative, segmentation, and timing, with an emphasis on achieving measurable results.

• Oversee the Marketing Automation/CRM platform (HubSpot), which includes workflow management, data integrity, and campaign segmentation logic.

• Partner with key business stakeholders (e.g., Sales, Product, and Customer Service) to align communication efforts, ensure campaign relevance, and identify new opportunities.

• Maintain a deep understanding of email/sms best practices, sender reputation, and communication compliance regulations (e.g., CAN-SPAM, TCPA).

Why you should apply:

• High-Impact & Data-Driven Opportunity: Work in a high-impact role where your strategic decisions are driven by deep analytics and directly contribute to unlocking the capital that fuels the small businesses across America.

• Mission driven company: Forward is a trusted source of fast, flexible funding for small businesses that have often been underserved by traditional financing options. When you join the team, you will help ensure all small businesses have access to the financial support they need to succeed.

• Flexibility is a top priority: Our employees are empowered to choose where they want to work (whether that’s from home, in the office, or a combination of both) with flexible hours.

Role Requirements:

• At least 5-7 years of experience in CRM, Lifecycle, or Email Marketing roles, preferably within a high-growth FinTech or Financial Services environment. Management experience is a plus.

• Strong hands-on experience in a leading enterprise Marketing Automation/CRM platform (e.g., HubSpot, Salesforce Marketing Cloud).

• Deep understanding of data and analytics and how to use findings to uncover new opportunities and future tests.

• Proven ability to analyze campaign performance data and clearly communicate strategic insights and recommendations.

• Expertise in audience segmentation, personalization tactics, and leveraging dynamic content to deliver 1:1 experiences at scale.

• Exceptional ability to manage multiple complex projects simultaneously, from ideation and requirements gathering to execution and final reporting.

Our Core Values:

• Drive the Mission: We believe in financial opportunity for underserved small businesses. We say “yes” when others say “no.”

• Keep It Real: We value direct communication, candid feedback, and authenticity. We are an open book.

• Act With Kindness: We create an environment where caring is cool and helping is the norm. We do the right thing.

• Shoot for Extraordinary: We are inspired by innovative thinking and continuous improvement. We never settle for yesterday’s best.

Annual Targeted Salary: $115,000-$130,000 USD

Annual Target Bonus: 12%

At Forward Financing, we're committed to fair and transparent compensation. We believe in providing a compensation package that recognizes your skills, experience, and the unique value you bring to our team. We take a market-based approach to pay, regularly reviewing benchmark data to ensure our compensation remains competitive, equitable, and aligned with our performance-driven culture.

Final offers are determined by a variety of factors, including the candidate's qualifications, relevant experience, specific skills, and internal equity. This approach ensures that our compensation is competitive and equitable. Your recruiter will provide specific details on the expected base and variable earnings as it pertains to this specific role.

Total Rewards:

Additionally, we offer a comprehensive total rewards package, including but not limited to: medical, dental, vision, commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.

Forward is proud to be a remote-first company, keeping workplace flexibility a top priority for our employees. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. To help facilitate in-person collaboration, employees are welcome to work from one of our premiere office locations.

When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together!

• Drive the Mission - We believe in financial opportunity for underserved small businesses. We say “yes” when others say “no.”

• Keep It Real - We value direct communication, candid feedback, and authenticity. We are an open book.

• Act with Kindness - We create an environment where caring is cool and helping is the norm. We do the right thing.

• Shoot for Extraordinary - We are inspired by innovative thinking and continuous improvement. We never settle for yesterday’s best.

About Us:

Forward Financing is a fintech company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more of the millions of small businesses nationwide. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver approvals within hours and funds that same day – giving more businesses the financial opportunity they need to thrive. Plus, with their dedicated teams and award-winning service, customers get personalized support when they need it most.

Since 2012, Forward has expanded access to capital by providing over $4.5 billion in funding to more than 87,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.6 stars rating on Trustpilot.com. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is dedicated to empowering both its team and the customers they serve, helping them succeed and thrive.

US Equal Opportunity Employment Information

Forward Financing is proud to be an equal opportunity employer, and is committed to fostering a fair and inclusive culture built on a foundation of high performance and exceptional customer experience. With a laser focus on employee impact, we’re able to reduce biases and ensure the right people are in the right jobs to contribute to our mission. The varied perspectives of our people fuel innovation and make us a stronger team. By embracing what makes each of us unique, we create a supportive environment where people feel valued, accepted, and empowered to thrive.

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