Manager, Customer Marketing

Brinks Home™ is a leader in the smart security industry, protecting over one million people across the U.S., Canada, and Puerto Rico. The Manager, Customer Marketing is responsible for owning the end-to-end lifecycle marketing strategy for Brinks Home’s customer base, driving engagement, loyalty, revenue expansion, and retention within the home security business.

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

Requirements:

• 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