Customer Lifecycle Marketing Manager

About Us:

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 16 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members’ financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support.

At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org.

About the Role:

Kitsap Credit Union is searching for a Customer Lifecycle Marketing Manager to work hybrid out of our corporate office in Bremerton, Washington. This role will be responsible for developing and executing strategies to enhance member engagement, increase product adoption, and retain current members. Membership is a core value to the credit union experience and as such, we treat everyone as members, not customers. The ideal candidate will possess a strong understanding of customer lifecycle management, data analytics, and marketing strategy and tactics. This role requires a proactive and innovative approach to identify opportunities to reduce churn, increase upselling and cross-selling, and ensuring a seamless and positive experience throughout the member journey.

PRINCIPAL ACCOUNTABILITIES

• Design and implement lifecycle marketing programs to engage members at key touchpoints, driving growth and reducing churn.
• Design and execute targeted marketing campaigns to upsell and cross-sell products and services to existing members.
• Collaborate with product and marketing teams to create compelling member value propositions and communication strategies.
• Monitor and evaluate the effectiveness of upsell and cross-sell campaigns, making data-driven adjustments as needed.
• Lead initiatives to improve member retention, including loyalty programs, personalized outreach, and proactive support.
• Utilize CRM systems and marketing automation tools to track and manage member interactions and campaigns.
• Conduct regular analysis of member feedback and market trends to inform strategy and improve member experience.
• Provide regular reports and insights to senior management on member lifecycle performance and key metrics.
• Contribute to effective department and credit union operations by performing other related duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organization.
• Strong analytical and problem-solving skills with a high degree of accuracy.
• Proficient with Microsoft Office Suite software.
• Understand, model, and represent KCU’s Core values.

REQUIRED QUALIFICATIONS AND EDUCATION

• Bachelor’s degree with emphasis in Communications, Business Administration, Marketing, Public Relations, or similar fields.
• 3+ years experience in CRM, email marketing, lifecycle marketing, customer activation, or engagement.

PREFERRED QUALIFICATIONS AND EDUCATION

• 1+ year of financial services experience or knowledge of Credit Union services and products preferred.
• Experience using Smartsheet (or other project management software).
• Proven project management skills with the ability to manage multiple projects and deliverables.

Quick Facts:

Seniority Level: Individual Contributor

Reports to: Marketing Director

Employment type: Exempt, Hybrid, Salaried, Full-time

Salary Range: $84,769.53 - $105,961.91 depending on experience

Bonus Target: 9% potential incentive of base pay

Grade: 12BC

Industry: Banking

Our Values

Integrity: We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement.

Responsibility: We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes.

Collaboration: We believe in the power of a diverse group of people working together to achieve a united outcome.

Authenticity: We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in every day.

What We Offer:

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family’s lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

• Free onsite parking
• Annual time off and sick time accrued
• 11 Paid holidays
• 1 Personal day
• Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
• Employee Assistance Program
• Choose from a PPO medical plan or a High Deductible with a Health Savings Account
• 3% KCU funded Safe Harbor Contribution to your 401K
• KCU will match up to 2% of your 401K contributions
• All 401K contributions are 100% vested
• Potential annual incentive in all roles within Kitsap Credit Union
• Tuition reimbursement
• 8 hours of paid volunteer time off
• Discounts on KCU's products and services

We believe in the power of belonging – it’s in our DNA as a not-for-profit, member-owned cooperative. Our un-bank-like structure ensures that we remain all about people: our members, our employees, and the people in the communities where we live and work. We work hard to provide a collaborative and inclusive environment where you can grow and excel in your career.

We are dedicated to serving our members by providing personalized experiences, convenient access, and highly competitive products and services. But it goes much deeper than that. For more than 86 years, we have been relentless about making a positive difference in our communities. We understand that when our members and communities succeed, we all succeed, and that success can’t happen without great employees.

****** Employment is contingent upon satisfactory credit, background, and reference checks. Kitsap Credit Union is an Equal Opportunity Employer. All qualified applicants for employment will receive consideration without regard to sex, marital status, race, color, religion, national origin, age, veteran status, disability, genetic information, or any other protected status. ******

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