Responsibilities

• Lifecycle Strategy & Customer Growth
• Own and evolve the lifecycle marketing strategy across onboarding, engagement, revenue expansion, and retention.
• Develop initiatives that increase customer lifetime value (LTV), reduce churn, and improve engagement across the customer journey.
• Identify friction points and opportunities within the customer lifecycle and translate insights into scalable marketing programs.
• Align lifecycle strategy with broader company objectives and RMR growth targets.
• Campaign Strategy, Execution & Optimization
• Lead end-to-end management of customer marketing campaigns across email, direct mail, in-app, portal, and emerging channels.
• Design and execute data-driven, test-and-learn programs leveraging segmentation, personalization, and performance analytics.
• Establish clear KPIs and reporting frameworks; translate performance results into actionable recommendations.
• Continuously optimize programs based on data, customer behavior, and business impact.
• Revenue & Retention Programs
• Partner with cross-functional teams to drive: Upsell and cross-sell initiatives (e.g., add-ons, premium services)
• Move-related retention strategies
• Churn prevention and extension programs
• Subscription add-on programs (e.g., Brinks Home Plus or similar offerings)
• Monitor disconnect trends and proactively recommend interventions to protect revenue.
• Cross-Functional Leadership
• Serve as the lifecycle marketing point of view in cross-functional forums.
• Partner closely with Customer Experience, Product, Operations, BI, and Finance to align promotions, targeting logic, offer strategy, and service considerations.
• Proactively surface risks, dependencies, and trade-offs.""Drive alignment and influence decision-making without formal authority."
• Executive Communication & Strategic Influence
• Clearly articulate business problems, recommendations, and expected impact in leadership meetings.
• Lead structured, outcome-driven meetings with defined objectives and next steps.
• Communicate complex initiatives succinctly and confidently to executive stakeholders.
• Move beyond reporting data to providing insights and direction.
• People Leadership & Team Development
• Lead, coach, and develop a high-performing customer marketing team.
• Set clear expectations and hold team members accountable for outcomes and quality.
• Delegate effectively while maintaining visibility into priorities and execution.
• Build processes that enable scale and reduce rework.