Job Description
Job Description
Salary : $180,000
About the Company
Anchor Loans is one of several operating companies owned by Pretium (+$50B AUM Financial Services Entity) and is working diligently to expand and grow its lending footprint.
At Anchor Loans, we are dedicated to driving sustainable growth through exceptional customer experiences. We are looking for a dynamic and results-driven Vice President of Customer Growth and Retention to lead our customer growth initiatives and implement retention strategies that optimize customer lifetime value (CLV). The successful candidate will have a strong background in developing and executing data-driven strategies, including lead scoring models and personalized retention efforts. If you are passionate about customer success and driving measurable results, this is your opportunity to make an impact at a high-growth company.
Position Summary
The Vice President of Customer Growth and Retention will oversee the strategy and execution of customer acquisition, retention, and lifecycle management. This leader will work closely with cross-functional teams to ensure that customer needs are met and that our customer base continues to grow while retaining and expanding client market share. The role will include leading efforts to build lead scoring models, enhance retention strategies, and ensure continuous engagement and satisfaction. The ideal candidate will need to be able to travel to Thousand Oaks, CA at least once per month.
What (Outcomes)
- Lead Growth : Develop and execute customer acquisition strategies to drive consistent growth in new customers. Targeting year-over-year increase in customer acquisition.
- Retention & Lifetime Value : Improve customer retention rates within the first year, with an emphasis on reducing churn and increasing average customer lifetime value (CLV).
- Lead Scoring Model : Build and continuously optimize a lead scoring model to identify and prioritize high-value prospects, resulting in an increase in qualified leads.
- Client Satisfaction & Advocacy : Improve customer satisfaction metrics measured in wallet share increases and customer advocates / testimonials.
How (Capabilities)
Customer Growth Strategy : Ability to create and execute comprehensive customer acquisition strategies that leverage data, marketing campaigns, and partnerships. Informing customer journeys with personalization in marketing, communications and outreach.Lead Scoring Expertise : Strong experience building lead scoring models based on customer data, engagement behaviors, and demographics to maximize sales conversions.Retention Strategy : Deep understanding of client retention best practices, including segmentation, churn analysis, and personalized engagement strategies.Analytics & Data-Driven : Proven ability to use customer data and analytics to identify key insights (market, product, experience), optimize processes, and inform decision-making.Leadership & Collaboration : Proven leadership and team management skills, with the ability to collaborate across teams (sales, marketing, product, customer success) to execute integrated strategies.Why (Fit)
This role is critical in driving sustainable growth and customer success, aligning directly with our companys mission to grow by supporting our prospects and customers to create spaces and communities that people call home.You will help shape our customer experience strategy and play a pivotal role in fostering an organization-wide culture of customer-centric thinking.As a leader, you will have the opportunity to drive significant impact on both the companys revenue growth and its customer satisfaction.Essential Duties & Responsibilities
Customer Growth Strategy Development
Design and implement customer acquisition strategies to achieve both short-term and long-term growth objectives, partnered closely with marketing.Use data to identify and prioritize high-value leads and align marketing and sales efforts with business goals.Lead Scoring Model Optimization
Develop and refine a lead scoring model that identifies and prioritizes prospects based on likelihood to convert, product fit, and overall value.Ensure close collaboration with the sales team to ensure that leads are properly handed off and tracked through the funnel, + assigned to the ideal sales team member.Continuously optimize the model based on performance data and customer feedback.Retention Strategy & Client Success
Design retention programs aimed at reducing churn and increasing customer lifetime value.Identify and implement proactive engagement strategies for high-risk clients, ensuring they stay engaged and derive value from our products / services.Oversee the development of customer success initiatives to improve client onboarding, education, and ongoing support.Metrics & Reporting
Define and track key success metrics such as customer lifetime value (CLV), churn rate, retention rate, wallet share, net promoter score (NPS), and overall revenue impact.Build comprehensive reports and dashboards for executive leadership to monitor the effectiveness of customer growth and retention strategies.Ensure clear communication of customer insights across departments to align strategies with broader company objectives.Cross-Functional Leadership
Work closely with lead gen / business intelligence, product, marketing, and sales teams to ensure customer feedback is integrated into product development and marketing initiatives.Lead and mentor a cross-functional team, driving collaboration and alignment to achieve customer growth and retention goals.Continuous Improvement
Stay up to date with industry trends and best practices in customer growth, retention, and lifecycle management.Continuously test and iterate on customer engagement strategies based on performance data and emerging customer needs.Metrics for Success
Customer Acquisition Growth : Increase in new customers year-over-year.Customer Retention : Achieve an increase in customer retention and reduce churn rate, year over year.Lead Conversion : Improve lead-to-customer conversion rate through the use of the optimized lead scoring model.Customer Satisfaction : Increase NPS (Net Promoter Score)- or like + wallet share, and maintain a strong customer satisfaction rate.CLV (Customer Lifetime Value) : Drive an increase in customer lifetime value through tailored retention strategies.Requirements
Bachelors degree in Business, Marketing, or a related field (MBA preferred).10+ years of experience in customer growth, retention, and customer success, with at least 5 years in a leadership role.Business lending experience, business purpose loans, small balance commercial loans or residential loans strongly preferred, but not required.Proven track record of success in developing and implementing customer acquisition, retention, and lifecycle management strategies.Deep understanding of lead scoring, CRM systems, customer segmentation, and marketing automation tools (e.g., Salesforce, HubSpot, or similar).Strong analytical skills with the ability to leverage data to optimize processes and inform business decisions.Excellent leadership, communication, and interpersonal skills with the ability to collaborate across teams.Experience in customer success, product marketing, or related fields preferred.The ideal candidate will need to be able to travel to Thousand Oaks, CA at least once per month.Why Join Us?
Competitive salary and benefits package.
Opportunity to make a significant impact, driving growth and retention, at a rapidly growing organization.
Work in a collaborative, dynamic, and innovative environment.
Be part of a company that places high value on customer satisfaction and long-term success.
Compensation
The base pay for this position is $180,000, plus performance-based variable bonus.
Benefits
Medical, Dental, Vision, Life, AD&D insuranceVacation and sick leave401k plan with employer matchOnsite gym12 paid holidays annuallyDiversity matters to our organization, and we are proud to be an equal opportunity employer. All qualified candidates are welcome and will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, genetic information, marital status, sexual orientation, natural origin, disability, age, veteran status, or any other protected characteristic.
Anchor Loans, LP is subject to the California Consumer Privacy Act of 2018 (CCPA). A copy of Anchors California Privacy Policy can be found at Privacy Policy (anchorloans.com)
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