Responsibilities

• Develop and execute lifecycle and retention marketing strategies across all Atrium brands
• Own retention-focused KPIs including repeat service rate, membership conversion and retention, reactivation rate, and customer lifetime value
• Build and manage customer communication programs including email, SMS, membership campaigns, maintenance reminders, seasonal promotions, review requests, and win-back campaigns
• Create customer-facing marketing content including email copy, SMS messaging, promotional offers, landing page content, and campaign briefs
• Utilize customer data and segmentation strategies to deliver personalized messaging based on service history, equipment, geography, memberships, and customer behavior
• Analyze campaign performance, attribution, and revenue impact to continuously optimize programs and improve results
• Collaborate with operations leadership, brand teams, agency partners, and growth marketing teams to align retention efforts with business goals and operational capacity
• Partner with design resources to execute cohesive and effective customer marketing campaigns
• Maintain organized reporting and dashboards to provide actionable insights to leadership
• Support ongoing development and optimization of marketing automation processes and customer journey workflows

Requirements

• 36 years of experience in lifecycle marketing, CRM marketing, retention marketing, or related fields
• Proven success building and managing email and SMS marketing programs that drove measurable customer retention and revenue growth
• Strong written communication skills with the ability to create clear, engaging, and customer-friendly messaging
• Hands-on experience with marketing automation and customer communication platforms
• Strong analytical and problem-solving skills with the ability to interpret data and identify trends and opportunities
• Highly organized with strong attention to detail and the ability to manage multiple projects simultaneously
• Self-motivated and comfortable working in a collaborative, evolving environment
• Ability to work on-site in Grand Rapids, Michigan

Preferred

• Experience with ServiceTitan, including Marketing Pro, customer segmentation, and reporting tools
• Experience in home services, trades, or recurring service industries such as HVAC, plumbing, electrical, pest control, lawn care, or automotive services
• Familiarity with call tracking and attribution platforms such as Invoca
• Experience managing membership or subscription-based marketing programs
• Experience supporting multiple brands or locations simultaneously

Benefits

• Competitive Wages!
• Benefit eligible day one - medical, vision, and dental
• Employer provided life insurance policy
• 401K with a Company Match
• Parental and Bereavement Leave
• Employer Sponsored short- and long-term disability
• Paid holidays, a floating holiday and PTO