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.

• 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 effectives, 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. 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 (Hub Spot), 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).

• 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.
• 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.

• At least 5‑7 years of experience in CRM, Lifecycle, or Email Marketing roles, preferably within a high‑growth Fin Tech or Financial Services environment. Management experience is a plus.
• Strong hands‑on experience in a leading enterprise Marketing Automation/CRM platform (e.g., Hub Spot, 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.

• 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.