Note: The job is a remote job and is open to candidates in USA. Brinks Home is a leader in the smart security industry, and they are seeking a Manager of Customer Marketing to own the end-to-end lifecycle marketing strategy for their customer base. This role involves driving engagement, loyalty, revenue expansion, and retention through data-driven marketing programs.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- 5+ years of experience in lifecycle marketing, retention marketing, CRM, or customer marketing within a subscription or recurring revenue (RMR) business model
- Proven track record of driving revenue growth, upsell performance, and retention improvements at scale
- Experience owning and executing end-to-end lifecycle campaigns, including strategy, segmentation, testing, optimization, and performance reporting
- Experience leading and developing team members, including setting expectations, delegating effectively, and driving accountability for outcomes
- Strong analytical and data-driven mindset with the ability to translate performance insights into clear, actionable strategic recommendations
- Demonstrated success working cross-functionally in complex, multi-stakeholder environments (Customer Experience, Product, Operations, BI, Finance)
- Excellent written and verbal communication skills with strong executive presence and the ability to influence senior stakeholders
- Hands-on experience with marketing automation platforms such as Salesforce Marketing Cloud, Braze, OfferFit, or similar tools
- Experience designing and implementing A/B testing frameworks and personalization strategies across lifecycle campaigns
- Experience integrating direct mail into digital lifecycle programs, including segmentation, targeting, and performance measurement
- Experience driving subscription upsell, cross-sell, and retention models in recurring revenue businesses
- Experience operating in PE-backed, high-growth, performance-driven environments with strong accountability to financial targets
- Strong strategic thinking and business acumen with the ability to connect marketing initiatives to company performance
- Customer-centric mindset with focus on lifetime value, engagement, and retention
- Strong prioritization and data-informed decision-making skills
- High ownership and accountability for results
- Collaborative leadership style with the ability to influence without direct authority
Benefits
- Medical
- Dental
- Vision
- 401(k) with Employer Match
- Paid Time Off & Paid Holidays
- HSA/FSA
- Life & AD&D Insurance
- Disability Coverage
- Maternity/Parental Leave
- Mental & Physical Health Benefits
- Employee Resource Groups
- Volunteer Hours
- Discounted Equipment & Monitoring
- Employee Referral Program
Company Overview