Lead / Manager of Customer Marketing

Credit Acceptance is proud to be an award-winning company with local and national workplace recognition in multiple categories! Our world-class culture is shaped by dedicated Team Members who share a drive to succeed as professionals and together as a company. A great product, amazing people and our stable financial history have made us one of the largest used car finance companies nationally.

Our Support teams work with multiple departments in a dynamic environment that promotes flexibility and autonomy, while offering the opportunity to collaborate with a diverse group of professionals.  We work to comply with our company standards, exceed customer expectations and drive our Great Place to Work culture.  Through the consistent delivery of quality services and understanding the needs of our business, we develop innovative improvements as we strive towards our company’s Big, Hairy, Audacious Goals!

This role drives the establishment and optimization of our customer marketing strategies by leveraging data-driven insights to execute CRM marketing strategies and collaborate with cross-functional teams to deliver impactful marketing communications.

 

Outcomes and Activities:

• This position will work from home; occasional planned travel to an assigned Southfield, Michigan office location may be required. However, this position is permitted to work at a Southfield, Michigan office location if requested by the team member.
• Establish and optimize Customer Marketing by increasing retention, re-contracting, and growth strategies of existing or previous customers with a focus on the customer experience.
• Use a test-and-learn approach to re-acquire existing contract-holders while identifying and solving points of friction within their journey.
• Ensure timely completion of work and clear communication across teams including analytics, marketing, legal, and others.
• Customer Growth Strategy:
  • Drive CRM marketing strategy using a data-driven approach.
  • Own the execution of email and SMS channels within the marketing automation platform.
  • Work with other channel leads to test and deliver marketing communications to customers.
  • Improve conversion rate of existing customers by leveraging data to segment the wider population into highly targeted, specific audiences.
  • Launch individual campaigns for testing, optimization and growth.
  • Launch always-on lifecycle campaigns to improve customer satisfaction and drive engagement with the brand.
• Customer Experience:
  • Collaborate with web engineering team, product designers, and other marketers to identify points of friction, develop hypotheses, and optimize the re-acquisition experience.
  • Work with Product Managers and Product Owners within the customer portal and mobile app teams to execute campaigns.
  • Responsible for key marketing indicators and success metrics, like cost per acquisition, lifetime value, and lead conversion rate.
  • Work with Dealer Marketing team to optimize the delivery, presentation, utility, and utilization of consumer leads by dealers in our network.
  • Conduct research studies to deliver insights from our customer population.
  • Help continue to improve our online reputation by leveraging customer reviews and insights.

• Marketing Research and Analysis:
  • Identify customer needs, market trends, and competitive landscape.
  • Lead customer and consumer research studies to uncover practical insights.
  • Gather and analyze data to inform product development, messaging, and marketing strategies.
  • Monitor industry trends and competitor activities to identify opportunities and challenges.
  • Advocate for the consumer with a customer-first mindset

Knowledge and Skills:

• Strong understanding of marketing principles and practices, including knowledge of acquisition marketing strategies, positioning, messaging, and competitive analysis.
• Strong familiarity with user-experience concepts and leveraging user research.
• Ability to synthesize insights to identify recommendations for improving marketing and business results.
• Ability to work effectively with cross-functional teams, including product management, analytics, and other teams within marketing.
• Strong interpersonal skills to build relationships and influence stakeholders.
• Excellent written and verbal communication skills to convey complex concepts in a clear and concise manner.
• Ability to write concise intent documents, creative briefs, and test plans to drive continued performance and optimization against KPIs across channels.
• Ability to interpret analysis and make recommendations based on quantitative and qualitative data.
• Ability to breakdown a strategy into a structured testing plan / learning agenda that accelerates speed to market.

Requirements:

• Bachelor's degree.
• Minimum 2 years of previous experience owning CRM, retention, or loyalty marketing through owned marketing channels such as email or SMS. (Lead)
• Minimum 3 years of previous experience owning CRM, retention, or loyalty marketing through owned marketing channels such as email or SMS. (Manager)
• Minimum 4 years of experience in B2C Digital Marketing overall. (Lead)
• Minimum 6 years of experience in B2C Digital Marketing overall. (Manager)
• Ability to quickly learn and adopt new marketing technologies and automation platforms including Adobe Experience Manager.
• Self-driven and values being on a team to win as a group. Is motivated to help others and demonstrates an owner’s mindset
• Familiar with web analytics platforms such as Adobe Analytics, FullStory, etc.
• Familiar with web testing tools such as Adobe Target, Unbounce, Optimizely, etc.

Preferred:

• Bachelor’s degree in Advertising, Marketing, Finance, or Business.
• Strong understanding of the Financial Services Industry.

Targeted Compensation:

Lead: $131,000 - $152,900 base salary + an annual bonus plan

Manager: $138,200 - $161,200 base salary + an annual bonus plan

This position is not currently open to individuals who require sponsorship now or in the future to work legally for Credit Acceptance, such as H-1b / H-4 or F-1 OPT visa holders.

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Benefits

• Excellent benefits package that includes 401(K) match, adoption assistance, parental leave, tuition reimbursement, comprehensive medical/ dental/vision and many nonstandard benefits that make us a Great Place to Work 

Our Company Values:

To be successful in this role, Team Members need to be:

• Positive by maintaining resiliency and focusing on solutions
• Respectful by collaborating and actively listening
• Insightful by cultivating innovation, accumulating business and role specific knowledge, demonstrating self-awareness and making quality decisions
• Direct by effectively communicating and conveying courage
• Earnest by taking accountability, applying feedback and effectively planning and priority setting

Expectations:

• Remain compliant with our policies processes and legal guidelines
• All other duties as assigned
• Attendance as required by department 

Advice!

We understand that your career search may look different than others. Our hiring team wants to make sure that this would be a fit not just for us, but for you long term.  If you are actively looking or starting to explore new opportunities, send us your application!

 

P.S.

We have great details around our stats, success, history and more.  We’re proud of our culture and are happy to share why – let’s talk!

Required degrees must have been earned at institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.

Credit Acceptance is dedicated to providing a safe and inclusive working environment for all. As part of our Culture of Compliance, we are proud to be an Equal Opportunity Employer and value our culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of the person’s age, race, color, religion, sex, gender, sexual orientation, gender identity, national origin, veteran or disability status, criminal history, or any other legally protected characteristic.

California Residents: Please click here for the California Consumer Privacy Act (CCPA) notice regarding the personal information Credit Acceptance may collect from you.

Play the video below to learn more about our Company culture.

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