Director of Customer Growth

Job Description

Job Description

Director of Customer Growth

Location: Remote (U.S.) with Travel

Ideally local to any of our local offices in the Austin, Greater Tampa Bay, Central Florida, DC, Philadelphia, or Louisville, KY area.

About Master Trades Group

Master Trades Group (MTG) is a leading residential services platform providing HVAC, plumbing, electrical, and sewer solutions through a growing portfolio of trusted local brands across the Southeast, Mid-Atlantic, and Southwest. Backed by private equity and focused on long-term growth, MTG partners with established local companies while providing the resources, technology, and leadership needed to scale operations and deliver exceptional customer experiences.

As we continue expanding, we are seeking a strategic and data-driven Director of Customer Growth to maximize customer lifetime value across our existing customer base. This is a highly visible leadership role reporting directly to the Chief Marketing Officer and partnering closely with Operations, Sales, Finance, and Executive Leadership to drive customer retention, cross-service adoption, recurring revenue, and long-term profitability.

Why Join Our Team?

• Compensation: $150-160,000 + 25% Bonus opportunity
• Remote work flexibility with travel to operating companies
• Executive leadership exposure and strategic impact
• Opportunity to build and lead enterprise-wide customer engagement initiatives
• Competitive compensation, annual bonus, and equity participation opportunity
• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off & Paid Holidays
• Career growth within a rapidly expanding private equity-backed organization

Position Summary

The Director of Customer Growth is responsible for developing and executing strategies that maximize customer lifetime value (LTV) across MTG's existing customer database. This leader owns the post-sale customer journey and is accountable for increasing customer retention, cross-service adoption, recurring revenue, membership growth, and overall customer engagement.

This role focuses on driving revenue from existing customers by leveraging CRM strategy, customer segmentation, lifecycle marketing, and data-driven decision making. Working cross-functionally with Marketing, Operations, Sales, and Finance, the Director of Customer Engagement will create scalable programs that strengthen customer relationships while improving business performance across multiple operating companies.

What You'll DoCustomer Lifecycle & Retention

• Develop and execute enterprise-wide customer engagement strategies that increase customer lifetime value.
• Design and manage customer retention programs that improve long-term loyalty and reduce customer attrition.
• Lead initiatives that increase repeat business and customer longevity across all service lines.
• Develop reactivation campaigns targeting inactive and dormant customers.

Cross-Service Growth

• Create programs that encourage customers to utilize multiple service lines, including HVAC, plumbing, electrical, and sewer services.
• Identify customer lifecycle trigger points that drive additional service adoption.
• Partner with Operations and Marketing to improve cross-selling opportunities while maintaining a best-in-class customer experience.

Membership & Recurring Revenue

• Develop strategies to increase maintenance agreement and membership enrollment.
• Improve membership renewal rates and long-term retention.
• Partner with field operations to strengthen recurring revenue initiatives.

Customer Data & CRM Strategy

• Oversee customer segmentation strategies based on service history, customer value, buying behaviors, and lifecycle stage.
• Improve CRM data quality and customer data governance.
• Utilize lifecycle marketing and automation platforms to personalize customer communications.
• Apply customer analytics, cohort analysis, and lifetime value modeling to identify revenue opportunities.

Revenue Growth & Performance Analytics

• Partner with Operations and Sales to increase average job value through service bundling, financing programs, and customer education.
• Monitor and analyze customer engagement metrics to identify trends, risks, and growth opportunities.
• Develop executive dashboards and reporting to measure customer performance across the organization.
• Present recommendations and business insights to executive leadership.

Cross-Functional Leadership

• Partner closely with Marketing, Operations, Finance, Customer Experience, and Executive Leadership to align customer engagement initiatives with company growth objectives.
• Influence organizational strategy through data-driven recommendations and customer insights.
• Lead continuous improvement initiatives focused on customer experience, operational efficiency, and revenue growth.

What We're Looking ForRequired Qualifications

• Bachelor's degree in Marketing, Business, Analytics, Communications, or related field.
• 7+ years of experience in Customer Engagement, CRM, Customer Lifecycle Marketing, Retention, Customer Analytics, or related leadership roles.
• Minimum of 3 years leading high-performing teams.
• Proven success improving measurable customer metrics such as:
  • Customer Lifetime Value (LTV)
  • Customer Retention
  • Cross-Sell Adoption
  • Repeat Purchase Frequency
  • Membership Growth
• Experience developing CRM segmentation strategies and customer lifecycle programs.
• Strong analytical skills including customer analytics, cohort analysis, segmentation, and lifetime value modeling.
• Experience partnering cross-functionally with Sales, Marketing, Operations, and Finance.
• Strong presentation, communication, and executive leadership skills.

Preferred Qualifications

• Experience within residential home services, field services, HVAC, plumbing, electrical, construction, or similar service-based industries.
• Experience supporting private equity-backed organizations.
• Experience with ServiceTitan or similar field service management platforms.
• Experience with marketing automation and CRM platforms.
• Experience managing membership or subscription-based programs.
• Experience utilizing customer financing programs to increase customer value and conversion.

What Success Looks Like

Within the first 12 months, success will be measured by improvements in:

• Customer Lifetime Value (LTV)
• Cross-Service Adoption
• Jobs per Customer
• Customer Retention
• Membership Enrollment & Renewal
• Reactivation of Dormant Customers
• Revenue Generated from Existing Customers
• Customer Segmentation & CRM Effectiveness

Working Conditions

• Remote position with regular travel to MTG operating companies throughout the Southeast, Mid-Atlantic, and Southwest.
• Frequent collaboration with executive leadership and cross-functional teams.
• Professional office and field environments.
• Ability to travel approximately 25–40% based on business needs.

Benefits

• Competitive Base Salary + Annual Bonus
• Medical, Dental & Vision Insurance
• 401(k) with Company Match
• Paid Time Off & Paid Holidays
• Company-Paid Life & Disability Insurance
• Leadership Development & Career Growth Opportunities

Master Trades Group is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.