Description WHAT YOU WILL DO The Lifecycle Communications Manager supports the development, execution, and ongoing improvement of customer-facing communications across key stages of the financing lifecycle, including onboarding, servicing, payments, collections, end-of-term, titles, and loyalty. This role focuses on operational, transactional, and trigger-based communications in English or Spanish, based on assigned markets and customer populations, to help customers understand next steps, complete important actions, and have a more consistent experience. Working closely with the product management leader and cross-functional partners, this role helps implement lifecycle communication journeys and messaging within Salesforce Marketing Cloud. This position builds and maintains clear, compliant, and customer-friendly communications aligned with business priorities, operational processes, and enterprise standards, incorporating applicable language, cultural, and market considerations based on the assigned scope.
HOW YOU WILL MAKE AN IMPACT - Lifecycle Communication Strategy & Execution
- Manage delivery of assigned lifecycle communications across key stages such as onboarding, servicing, statements and payments, collections, end-of-term, titles, and loyalty for applicable markets and customer populations.
- Translate customer journey insights, friction points, service needs and operational requirements into clear, action oriented customer messages.
- Help ensure communications reduce confusion, improve clarity, and support successful completion of key customer tasks.
- Distinguish lifecycle operational communications (owned by this role) from marketing campaign communications (owned by Marketing) and coordinate appropriately with Marketing partners.
- Salesforce Marketing Cloud Execution & Message Orchestration
- Build, maintain, and optimize automated journeys, triggered messages, transactional communications, and lifecycle sequences within Salesforce Marketing Cloud.
- Implement communication logic, event triggers, segmentation, and contact rules aligned with the CX Engagement roadmap.
- Partner with Data Engineering, CX Engagement, and CRM/MC teams to support data availability, accuracy, and timeliness for trigger-based communication experiences.
- Maintain templates, content modules, and reusable message assets to support scalability, efficiency and consistency.
- Content Development, Localization & Communication Standards
- Write and edit customer-facing content that is clear, simple, compliant, and aligned with brand standards.
- Maintain consistency in voice, tone, and message structure across lifecycle communications.
- Based on assignment, translate and localize approved customer communications into Spanish, preserving the original meaning, regulatory accuracy, brand voice, and customer-friendly tone while addressing relevant cultural and market considerations.
- Incorporate Legal, Compliance, and business feedback to ensure communications meet regulatory and operational requirements.
- Contribute to the development and documentation of communication standards, message frameworks, and decision guidelines used by the team and aligned with enterprise practices.
- Performance Monitoring & Optimization
- Monitor communication performance metrics such as delivery, engagement, and completion of customer actions.
- Identify opportunities to improve clarity, reduce unnecessary contacts, and improve customer response or task completion.
- Support testing and iterative improvements to messages, journeys, and channel use based on results and stakeholder feedback.
- Cross Functional Coordination
- Collaborate with CX Strategy, Digital Product, Servicing, Collections, Titles, Operations, and Marketing partners to align communications with customer and business needs.
- Help ensure messages accurately reflect operational processes, system capabilities, and approved business rules.
- Coordinate with partners to support delivery timelines, approvals, and execution readiness.
- Participate in roadmap planning and quarterly prioritization discussions led by the appropriate product management leader.
Qualifications WHAT YOU WILL BRING TO THE ROLE - Minimum 5-7 years of experience in lifecycle communications, CRM, customer engagement, customer experience, or marketing automation.
- Experience building communications in Salesforce Marketing Cloud or equivalent customer engagement platforms.
- Experience writing, editing, or structuring customer-facing operational messages.
- For positions assigned to Spanish-language communications, experience developing, translating, localizing, or adapting bilingual customer communications in English and Spanish for different markets or customer populations.
- Bachelor's degree in Communications, Marketing, Business, Customer Experience, Digital Experience, or a related field.
- Professional fluency in written English and Spanish is required for positions assigned to Spanish-language communications.
- Effective writing, editing, and content-organization skills, with the ability to develop clear, accurate, compliant, and action-oriented customer communications.
- Understanding of lifecycle engagement, trigger-based messaging, event-driven communication models, and customer journey principles.
- Proficiency in Salesforce Marketing Cloud, including Journey Builder, Automation Studio, segmentation, and dynamic content.
- Ability to interpret journey insights, behavioral data, and communication performance information to refine messaging and recommend practical improvements.
- Attention to detail and ability to apply quality-control, brand, regulatory, and communication standards consistently.
- Ability to manage multiple communication workstreams, priorities, deadlines, and stakeholder dependencies independently.
- Effective interpersonal and collaboration skills, with the ability to exercise sound judgment and work across cross-functional teams.
- For positions assigned to Spanish-language communications, proficiency in English-to-Spanish translation, editing, proofreading, and localization, including the ability to preserve meaning, tone, required disclosures, operational intent, and cultural relevance for the applicable customer population.
WE TAKE CARE OF OUR PEOPLE At HCA, our people drive our success. That's why we offer a competitive rewards package that supports your health, financial future, and overall wellbeing-at work and beyond.
Benefits Highlights- Hybrid flexibility - 4 days in office, 1 day remote
- Vehicle perks - monthly vehicle allowance plus purchase and lease discounts
- Comprehensive health coverage - medical, dental, and vision plans
- Employer-funded HSA contributions to help reduce healthcare costs
- 401(k) with company match and immediate vesting from day one
- 100% company-paid life and disability insurance
- Wellbeing benefits including fitness and health resources
- Leadership programs and career development that support continuous learning
- Paid Volunteer Time Off and a company charitable donation in your honor
Because great benefits help you thrive-personally and professionally. WHAT HAPPENS NEXT Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our culture, visit our careers page.
