Description <br> <b>Brinks Home </b> is a leader in the smart security industry, protecting over one million people across the U.S., Canada, and Puerto Rico. Our platinum-grade protection is backed by award-winning customer service and expertly trained professionals.<br> We strive for the highest standards for our customers while fostering a positive work environment for our employees. We create a culture that encourages innovation, celebrates creativity, and supports continuous growth. Join us and be part of a collaborative team that is relentless in our pursuit of security for life.<br> <b> Position Overview: </b><br> The Senior Manager, Customer Marketing owns the end-to-end lifecycle marketing strategy for Brinks Home's 800k+ customer base, driving engagement, loyalty, revenue expansion, and retention within a recurring revenue (RMR) home security business. <br><br> This role is responsible for shaping and executing data-driven lifecycle programs across onboarding, engagement, upsell, moves, revenue expansion, and churn prevention. The ideal candidate combines strong strategic thinking with operational excellence and can lead a team while influencing cross-functional partners across Customer Experience, Product, Operations, Analytics, and Finance. <br><br> Success in this role requires the ability to translate customer insights into strategy, drive performance through others, and confidently represent customer marketing at the leadership level. <br><br> <b> Key Responsibilities: </b><ul> <li> <b> Lifecycle Strategy & Customer Growth </b> </li> <ul> <li> Own and evolve the lifecycle marketing strategy across onboarding, engagement, revenue expansion, and retention. </li> <li> Develop initiatives that increase customer lifetime value (LTV), reduce churn, and improve engagement across the customer journey. </li> <li> Identify friction points and opportunities within the customer lifecycle and translate insights into scalable marketing programs. </li> <li> Align lifecycle strategy with broader company objectives and RMR growth targets. </li> </ul> <li><b> Campaign Strategy, Execution & Optimization </b></li> <ul> <li> Lead end-to-end management of customer marketing campaigns across email, direct mail, in-app, portal, and emerging channels. </li> <li> Design and execute data-driven, test-and-learn programs leveraging segmentation, personalization, and performance analytics. </li> <li> Establish clear KPIs and reporting frameworks; translate performance results into actionable recommendations. </li> <li> Continuously optimize programs based on data, customer behavior, and business impact. </li> </ul> <li><b> Revenue & Retention Programs </b></li> <ul> <li> Partner with cross-functional teams to drive: </li> <ul> <li> Upsell and cross-sell initiatives (e.g., add-ons, premium services) </li> <li> Move-related retention strategies </li> <li> Churn prevention and extension programs </li> <li> Subscription add-on programs (e.g., Brinks Home Plus or similar offerings) </li> </ul> <li> Monitor disconnect trends and proactively recommend interventions to protect revenue. </li> </ul> <li><b> Cross-Functional Leadership </b></li> <ul> <li> Serve as the lifecycle marketing point of view in cross-functional forums. </li> <li> Partner closely with Customer Experience, Product, Operations, BI, and Finance to align promotions, targeting logic, offer strategy, and service considerations. </li> <li> Proactively surface risks, dependencies, and trade-offs. </li> <li> Drive alignment and influence decision-making without formal authority. </li> </ul> <li><b> Executive Communication & Strategic Influence </b></li> <ul> <li> Clearly articulate business problems, recommendations, and expected impact in leadership meetings. </li> <li> Lead structured, outcome-driven meetings with defined objectives and next steps. </li> <li> Communicate complex initiatives succinctly and confidently to executive stakeholders. </li> <li> Move beyond reporting data to providing insights and direction. </li> </ul> <li> <b> People Leadership & Team Development </b> </li> <ul> <li> Lead, coach, and develop a high-performing customer marketing team. </li> <li> Set clear expectations and hold team members accountable for outcomes and quality. </li> <li> Delegate effectively while maintaining visibility into priorities and execution. </li> <li> Build processes that enable scale and reduce rework. </li> </ul> </ul> <b> What Success Looks Like </b><ul> <li> Lifecycle strategy is proactive, not reactive. </li> <li> Campaigns launch on time, are well targeted, and require minimal rework. </li> <li> Customer marketing is viewed as a strategic partner, not just an execution team. </li> <li> Revenue and retention initiatives are measurable, optimized, and continuously improving. </li> <li> Team members operate with clear ownership and accountability. </li> <li> Senior leadership receives clear recommendations - not just updates. </li> </ul> <b> Qualifications: </b><ul> <li> 6-10+ years of experience in lifecycle marketing, retention marketing, CRM, or customer marketing within a subscription or recurring revenue (RMR) business model. </li> <li> Proven track record of driving revenue growth, upsell performance, and retention improvements at scale. </li> <li> Experience owning and executing end-to-end lifecycle campaigns, including strategy, segmentation, testing, optimization, and performance reporting. </li> <li> Experience leading and developing team members, including setting expectations, delegating effectively, and driving accountability for outcomes. </li> <li> Strong analytical and data-driven mindset with the ability to translate performance insights into clear, actionable strategic recommendations. </li> <li> Demonstrated success working cross-functionally in complex, multi-stakeholder environments (Customer Experience, Product, Operations, BI, Finance). </li> <li> Excellent written and verbal communication skills with strong executive presence and the ability to influence senior stakeholders. </li> <li> Hands-on experience with marketing automation platforms such as Salesforce Marketing Cloud, Braze, OfferFit, or similar tools. </li> <li> Experience designing and implementing A/B testing frameworks and personalization strategies across lifecycle campaigns. </li> <li> Experience integrating direct mail into digital lifecycle programs, including segmentation, targeting, and performance measurement. </li> <li> Experience driving subscription upsell, cross-sell, and retention models in recurring revenue businesses. </li> <li> Experience operating in PE-backed, high-growth, performance-driven environments with strong accountability to financial targets. </li> <li> Strong strategic thinking and business acumen with the ability to connect marketing initiatives to company performance. </li> <li> Customer-centric mindset with focus on lifetime value, engagement, and retention. </li> <li> Strong prioritization and data-informed decision-making skills. </li> <li> High ownership and accountability for results. </li> <li> Collaborative leadership style with the ability to influence without direct authority. </li> </ul> <b> Benefits: </b><br> Brinks Home recognizes the value of benefits for you and your family and offers a comprehensive and competitive benefits program, including: <br> 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, and Employee Referral Program. <br> To learn more about our company culture and career opportunities, please visit our LinkedIn and Career Page. <br> Brinks Home provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type in accordance with applicable laws. <br><img src="https://www.jobg8.com/Tracking.aspx?W2DxsawsqoSvpX030YSI9ubZjhZ4OFzEf" width="0" height="0" />