Director, Onboarding & Loyalty Marketing

Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.
 

Newrez is seeking a strategic, data-driven Director Onboarding & Loyalty Marketing to design and execute marketing strategies that create meaningful connections with new customers during the critical first 180 days of their relationship with Newrez. This role will drive early engagement, build trust, and foster long-term loyalty by guiding customers through key milestones from initial onboarding to digital adoption and sustained engagement.

The Director will partner closely with the Senior Director of Servicing Marketing and the broader Servicing leadership team to ensure alignment, optimize performance, and deliver measurable impact on customer engagement and servicing KPIs. Key focus areas include increasing adoption of paperless billing, ACH enrollment, mobile app downloads, and online account creation.

Essential Functions, Duties, and Responsibilities

• Strategy & Planning
  • Develop and lead a comprehensive onboarding and loyalty marketing strategy focused on the first 180 days of the customer lifecycle.
  • Build targeted engagement journeys that reinforce customer satisfaction, trust, and retention.
  • Align onboarding initiatives with enterprise servicing priorities and business goals.
• Campaign Development & Execution
  • Oversee creation of onboarding and loyalty campaigns across email, SMS, direct mail, and digital channels.
  • Partner with the Servicing Marketing and Creative teams to ensure consistent messaging and brand voice.
  • Continuously optimize campaign performance through testing, segmentation, and personalization.
• Cross-Functional Collaboration
  • Work closely with Servicing, Product Development, Technology and Customers Support teams to align customer experience, messaging, and data insights.
  • Partner with CRM team to ensure smooth execution of marketing-triggered servicing events and communications.
• Performance Measurement & Insights
  • Define and report on KPIs related to onboarding engagement and servicing adoption (ACH, paperless billing, mobile app usage, online account creation).
  • Leverage analytics to identify trends, improve retention, and enhance lifetime customer value.
  • Present insights and recommendations to senior leadership to guide ongoing strategy refinement.

• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• Bachelor’s degree in Marketing, Business, Communications, or a related field.
• 8+ years’ marketing experience, preferably in financial services, mortgage, or customer lifecycle management.

• Proven success designing and executing multi-channel onboarding or retention campaigns.
• Strong understanding of CRM systems, digital marketing, and data-driven personalization.
• Excellent collaboration and stakeholder management skills.

Skills, Abilities, and Knowledge

• Ability to lead and motivate cross-functional teams and external partners.
• Strong verbal communication skills; strong writing and composition abilities.
• Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization.
• Strong influencing and negotiation skills; consultative and collaborative work style.
• High learning agility with the ability to learn and integrate business variables and learn new systems and platforms.
• Strong analytical skills & problem-solving abilities; solid decision-making abilities coupled with sound judgment.
• Effective at managing multiple priorities under tight deadlines in a fast-paced, dynamic environment.
• Strong project management capability.
• Self-directed and comfortable working with ambiguity and uncertainty.
• High degree of professional maturity, integrity, ability to maintain confidential data and information.
• High degree of business acumen; strong technical aptitude.
• Proficiency in Microsoft Office and familiarity with Salesforce Marketing Cloud or other marketing automation platforms.

Work Environment and Physical Requirements

• Working on-site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules, overtime, and evening and/or weekend hours to meet deadlines or as business needs demand.
• Working in a cubicle hub, maintaining focus on phone calls in a noisy environment within earshot of multiple other conversations.
• Sedentary work in a stationary position at a cubicle for prolonged periods of time.
• Constant repetitive motions required for operating a computer, such as typing and managing phone calls.
• Constantly communicating effectively verbally in English, including accurately exchanging information with others following identification of correct procedures.

Additional Information:

While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.

Company Benefits:

Newrez is a great place to work but we are only as strong as our greatest asset, our employees, so we believe in rewarding them!

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• 401(k) Retirement plan with employer match

• Paid Maternity Leave/Parental Bonding Leave

• Pet insurance

• Adoption Assistance

• Tuition reimbursement

• Employee Loan Program

• The Newrez Employee Emergency and Disaster Fund is a new program to support our team members

Newrez NOW:

• Our Corporate Social Responsibility program, Newrez NOW, empowers employees to become leaders in their communities through a robust program that includes volunteering, philanthropy, nonprofit grants, and more

• 1 Volunteer Time Off (VTO) day, company-paid volunteer day where all eligible employees may participate in a volunteer event with a nonprofit of their choice

• Employee Matching Gifts Program: We will match monetary employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee

• Newrez Grants Program: Newrez hosts a giving portal where we provide employees an abundance of resources to search for an opportunity to donate their time or monetary contributions

Equal Employment Opportunity 
We're proud to be an equal opportunity employer- and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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