Responsibilities

• Own Customer Engagement and Lifetime Value: Lead the overall strategy for deepening customer relationships and maximizing the value of Armstrong’s subscriber base.
• Build and Optimize Engagement Programs: Develop and continually enhance email, newsletter, SMS, app, and content-driven programs that keep customers informed, connected, and loyal.
• Drive Upgrades, Cross-Sell, and Bundles: Increase customer value and tenure by promoting speed-tier upgrades, product add-ons, and richer bundles—framed as genuinely beneficial, not a hard sell. Partner with Marketing Ops & Analytics to target the right segments, track uptake, and measure ARPU and LTV impact.
• Personalize Experiences at Scale: Leverage segmentation and data to ensure every customer receives relevant messages, offers, and content at the right moments.
• Get Creative with Connection: Test new engagement formats, content types, and touchpoints to keep Armstrong top-of-mind and strengthen customer affinity.
• Champion the Voice of the Customer: Act as the customer advocate within Armstrong—surfacing insights, stories, and proof points that inform the product roadmap and strengthen marketing.
• Own Data and Reporting for Growth: Partner with Marketing Ops & Analytics to track, analyze, and report on engagement, ARPU, cross-sell, and lifetime value.
• Partner Across Teams: Collaborate with Product Marketing on new offers, with Welcome on onboarding and early engagement, and with Social/Content/Communications on amplifying campaigns and customer stories.

Requirements

• 4+ years in lifecycle, CRM, or growth marketing, ideally in telecom, broadband, or another subscription business
• Proven experience building engagement and cross-sell programs across email, SMS, and in-app
• A strong email and newsletter background, including content strategy and audience growth
• A creative approach to engagement, with a track record of fresh ideas that landed
• Strong segmentation and data skills, comfortable tracking ARPU, LTV, and revenue per campaign
• A genuine voice-of-the-customer instinct and comfort collaborating on the product roadmap
• Comfort embracing emerging technology, including AI, to work more efficiently, for example for next-best-action, propensity modeling, and content personalization
• Bachelor’s degree in Marketing, Business, or a related field, or equivalent experience
• Bonus: telecom bundling, loyalty programs, or community content

Preferred

• Bonus: telecom bundling, loyalty programs, or community content

Benefits

• Own the engine that keeps Armstrong customers engaged and growing in value
• Get creative with how a beloved local brand stays connected to its community
• Shape the product roadmap as the true voice of the customer
• Join a family-owned company trusted by its communities for nearly 80 years
• Competitive compensation and benefits, in a purpose-driven culture built on trust