Senior Manager, Consumer Lifecycle Marketing

Credit Acceptance is proud to be an award-winning company recognized both locally and nationally across multiple workplace categories. Our world-class culture is shaped by dedicated team members who are driven to succeed as professionals individually and together as a team. Backed by a strong product, exceptional people, and a stable financial foundation, we’ve grown into a leading provider of used and new car financing across the country.
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. We deliver high-quality services aligned to business needs, driving innovative improvements that support our company strategy and modern operating principles.

We are seeking a Senior Manager, Lifecycle Marketing to join the Credit Acceptance marketing team, reporting to the Director of Customer Loyalty & Retention. Credit Acceptance helps people with credit challenges buy a vehicle and build a stronger financial future. Once a customer drives off the lot, the relationship runs for years, and every message we send shapes whether they stay on track and come back for their next vehicle.
This role owns that conversation. The role sets the customer contact strategy across email, SMS, push and in-app messaging: who we talk to, what we say, when, through which channel, and how often. It owns the journeys that matter most across the life of the loan, starting with onboarding and the first payment, and the segmentation, targeting and testing behind them.

It is a new role on a new team, with the chance to build the program from the ground up.
This is a performance marketing role applied to our customer base. The primary job is to increase customer lifetime value, and every journey, segment and message is judged by the incremental value it creates against a holdout — not by opens, clicks or the volume of messages sent. This position is expected to define what great lifecycle marketing should look like here over the next several years, prove it with disciplined testing, and work closely with the people who build our app and web portal, create our campaigns and design our benefits and rewards.

Success requires sharp critical thinking and business judgment, the habit of framing problems in numbers first, and comfort moving between strategy and hands-on execution.
** Outcomes and

Activities:

*** This position will work from home; occasional planned travel to our Southfield, Michigan office may be required.  However, this position is permitted to work at our Southfield, Michigan office if requested by the team member.
* Own the lifecycle marketing strategy and roadmap with a primary goal of increasing customer lifetime value, directly accountable for incremental lifetime value from lifecycle programs, supported by first-payment on-time rate and action rate by channel.
* Set the contact strategy and the rules every customer message follows — cadence, channel selection, frequency limits and priority when messages compete — so customers hear from us as one company, not several.
* Design and run onboarding and first-payment journeys that help new customers get set up, understand their loan and make their first payments on time.
* Develop business cases and recommendations across the life of the loan, including digital adoption, benefits and rewards enrollment, and the path to a customer’s next vehicle.
* Own segmentation and targeting for the customer base, using behavior, tenure and engagement data to decide who receives what and when.
* Run lifecycle like a…