Manager, Customer Loyalty & Renewals

Title: Manager, Customer Loyalty & Renewals

Reports to: Chief Marketing Officer

Location: Miami, FL (Hybrid) / Remote

About the Company 

At BMG Money, our mission is to provide access to affordable and responsible credit for underserved consumers facing unexpected expenses. We all share one vision— Redefining lending through technology, where underserved individuals can thrive financially through forward-thinking, responsible, and innovative financial solutions.

Job Summary

The Manager, Customer Loyalty & Renewals is responsible for maximizing customer success and driving profitable growth by optimizing the post-acquisition experience. This role focuses on the critical phases of the customer journey: onboarding, early engagement, and turning satisfied customers into advocates. The goal is to build strong, lasting relationships that reduce early churn, increase feature adoption, and generate high-quality referrals to boost overall Customer Lifetime Value (CLV).

Key Responsibilities

• Partner with Email Marketing team to design, implement, and optimize a multi-channel onboarding program (email, in-app messaging, guided tours) to ensure new customers successfully reach their "Aha! Moment"—the point where they realize the product's value.
• Develop targeted communication flows to drive feature utilization and encourage deeper product integration and engagement.
• Collaborate with the Content and Product teams to ensure the right educational resources (videos, webinars, guides) are delivered to customers at the optimal moment in their lifecycle.
• Partner with Market Research team to design and deploy transactional and lifecycle surveys (e.g., NPS, CSAT, CES) to gather continuous customer sentiment data.
• Develop automated follow-up campaigns and alerts based on survey scores (e.g., turning Promoters into Referrers and routing Detractors to the Customer Success team for intervention).
• Identify high-value, high-satisfaction customers for testimonials, case studies, and co-marketing opportunities.
• Own the strategy, execution, and promotion of the customer referral program, ensuring a frictionless experience and attractive incentives for both the referrer and the referred party.
• Create campaigns to reward long-term, highly engaged customers (e.g., exclusive access, loyalty tiers) to deepen their relationship with the brand and drive word-of-mouth marketing.
• Implement systematic processes to prompt satisfied customers to leave positive reviews on third-party sites (e.g., app stores, industry review platforms) to aid organic acquisition efforts.

Qualifications

• 5+ years of experience in Marketing, with a focus on Customer Lifecycle, CRM, or Customer Experience (CX) Marketing.
• Proven success in designing and executing successful onboarding and referral programs that demonstrably impacted CLV or churn reduction.
• Expert proficiency with a major Marketing Automation Platform (MAP) (e.g., building complex logic flows, deep segmentation).
• Strong analytical skills with experience analyzing customer behavioral data, survey responses (NPS), and key metrics like TTFV and initial churn rate.
• Excellent ability to collaborate cross-functionally with Customer Success, Product, and Revenue teams.
• Experience with TrustPilot, Sprinklr, and other customer review platforms.