Lifecycle & Retention Marketing Strategist

HomeX Services Group (HxSG) is one of the fastest-growing residential HVAC, plumbing, and electrical service companies in the U.S., bringing together leading local brands under one family. We focus on delivering exceptional in-home service experiences and building long-term relationships with customers in the communities we serve. Role Overview HomeX Services Group is seeking a Lifecycle & Retention Marketing Strategist to help build and scale our customer lifecycle marketing engine across email, SMS, referrals, reviews, memberships, and post-service engagement. This individual contributor role will own the strategy, execution, QA, and optimization of lifecycle campaigns and automated journeys that drive repeat bookings, customer retention, referral participation, review generation, and long‑term customer value. The role will partner closely with Brand, Marketing Operations, Digital Performance & Technology, local market teams, and Operations to ensure communications are timely, compliant, brand‑aligned, and tied to measurable business outcomes. The ideal candidate is both strategic and hands‑on: comfortable building flows, managing segmentation logic, testing campaigns, interpreting performance, and translating customer data into practical lifecycle programs that scale across multiple brands and markets. Lifecycle Marketing Strategy & Execution Develop and manage the email and SMS lifecycle strategy across lead nurture, first service, post‑service, cross‑sell, upsell, membership, referral, renewal, winback, and loyalty journeys. Build, QA, deploy, and optimize automated lifecycle flows and one‑time campaigns across email and SMS. Manage a campaign calendar for promotional, seasonal, educational, and lifecycle communications across brands and local markets. Own segmentation, audience rules, suppression logic, list hygiene, frequency management, and consent‑based targeting. Partner with Brand and Communications to ensure messaging is on‑brand, locally relevant, and aligned to the customer experience. Partner with Operations and local market teams to align campaign timing, offers, and customer communications with market capacity and service priorities. Testing, Optimization & Reporting Build and manage an experimentation roadmap across subject lines, send times, offers, creative, audience segments, calls‑to‑action, and lifecycle journeys. Monitor campaign and journey performance, including deliverability, engagement, conversion, opt‑outs, repeat bookings, reactivation, referral volume, and revenue influenced. Translate performance data into clear insights, recommendations, and next steps for marketing and operations stakeholders. Partner with analytics teams to align lifecycle reporting with ServiceTitan outcomes where applicable. Referrals, Reputation & Customer Engagement Promote referral participation at key customer lifecycle moments, including post service, membership, renewal, and loyalty touchpoints. Support referral program testing, performance tracking, and communication improvements. Serve as a key marketing contact for reputation management workflows, including review request timing, campaign coordination, and vendor performance. Track review request performance, review volume, rating trends, and response rates by brand and market. Partner with Operations to ensure customer feedback from reviews and lifecycle communications informs service improvements. Required Skills & Experience 3–5 years of hands‑on experience in lifecycle marketing, retention marketing, email marketing, SMS marketing, or CRM marketing. Experience building and managing automated journeys, triggered campaigns, segmentation logic, and recurring campaign calendars. Practical experience with email/SMS, CRM, marketing automation, or customer engagement platforms such as ServiceTitan Marketing Pro, HubSpot, Klaviyo, Iterable, Braze, Attentive, Postscript, Chiirp, or similar tools. Strong understanding of audience segmentation, suppression rules, list hygiene, consent management, deliverability, and campaign QA. Analytical mindset with the ability to interpret campaign performance and communicate clear insights to non‑technical stakeholders. Strong writing and editing skills, with the ability to adapt messaging across brands, services, customer types, and lifecycle stages. Experience partnering with Brand, Creative, Operations, Data/Analytics, and local market teams. Working knowledge of email and SMS compliance standards, including CAN‑SPAM, TCPA, opt‑out handling, and consent‑based messaging. Preferred Qualifications Experience in home services, field services, multi‑location consumer services, or another appointment‑based service business. Familiarity with ServiceTitan, ServiceTitan Marketing Pro, Chiirp, or similar CRM/booking platforms. Exposure to referral marketing, review generation, reputation management, membership programs, or customer winback campaigns. Experience reporting on repeat bookings, reactivation, referral conversion, review generation, customer lifetime value, or revenue influenced by lifecycle campaigns. Reporting, Location, & Other Details Reports to the Senior Director of Marketing Ops, Brand, & Communications. Requires constant sitting, standing, walking, climbing, bending, kneeling, pushing, pulling, reaching, stooping, stretching, and writing. Travel Requirement Hybrid Role with 20-30% Travel: Willing to be on‑site at any of our offices (North East area) as part of a hybrid role (this is not a fully remote position), with occasional travel to key offices or markets as needed. #J-18808-Ljbffr HomeX Services Group