Senior Manager, Customer Marketing

Description

Brinks Home™ 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.

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.

Position Overview:

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.

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.

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.

Key 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.

What Success Looks Like

• Lifecycle strategy is proactive, not reactive.
• Campaigns launch on time, are well targeted, and require minimal rework.
• Customer marketing is viewed as a strategic partner, not just an execution team.
• Revenue and retention initiatives are measurable, optimized, and continuously improving.
• Team members operate with clear ownership and accountability.
• Senior leadership receives clear recommendations - not just updates.

Qualifications:

• 8+ 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:

Brinks Home recognizes the value of benefits for you and your family and offers a comprehensive and competitive benefits program, including:

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.

To learn more about our company culture and career opportunities, please visit our LinkedIn and Career Page.

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.