Brand Strategy Lead

Home Serve is one of the few brands in America that shows up in person. Our technicians show up to homeowners' driveways on their worst days. Our call center teams are often the first voice a customer hears when something's gone wrong. Our digital and direct channels are reaching millions of homeowners at every stage of the customer journey.

That kind of visibility is rare. So is the opportunity to make it all feel like one brand.

The Brand Strategy Lead will be the internal authority on how Home Serve shows up, from DTC campaigns and organic social to the call center floor and the contractors on the road. This is a role for someone who understands that brand isn’t just what you say in a TV spot. It’s what a homeowner experiences every time they interact with us, and it must be consistent, confident, and human across all of it.

This person will work closely with the Creative teams, Direct‑to‑Consumer, PR, Partnerships, Product, our HVAC teams, and Operations to ensure the Home Serve brand shows up with clarity and conviction everywhere it lives.

• Activate the Brand Across the Organization This is not a brand-in-a-binder role. The Brand Strategy Lead is responsible for making the Home Serve brand a living, operational reality, translating strategy into practical guidance that teams across marketing, customer service, and field operations can actually use. The measure of success is whether a homeowner has a consistent brand experience whether they’re watching a commercial, reading an email, calling our support line, or watching a technician walk up their driveway.
• Lead Campaign Strategy Support the development of integrated brand campaigns from strategic brief through execution, ensuring messaging is applied consistently across channels and that creative work is grounded in a clear strategic point of view.
• Build and Maintain Internal Brand Fluency Develop and run a brand education program that gives teams across the organization the context, tools, and confidence to apply the brand consistently in their own work. This includes formal training, reference materials, and ongoing partnerships with functional leaders.
• Advise Cross‑Functional Leaders Serve as a credible brand voice in rooms where brand isn’t always the loudest priority.
• Partner with Creative Develop strategic briefs and messaging frameworks that give the creative team, and external agency partners, a clear, confident foundation for execution.
• Own Brand Insights & Intelligence Serve as the internal authority on homeowner attitudes and brand perception. Manage key insight programs including the annual customer survey and our brand health tracker. Translate findings into clear strategic direction and communicate them across the organization in ways that inform decisions, not just decks.
• Guide Organic Social & Community Ensure Home Serve’s organic social presence is an authentic expression of the brand, building meaningful relationships with homeowners and telling their stories rather than just filling a content calendar.
• Steward the Brand System Maintain brand guidelines and standards while actively enabling teams across a complex organization to apply them. The goal isn’t compliance; it’s comprehension and confidence.

• Brand Activation & Internal Enablement – 30%
• Cross‑Functional Partnership & Advisement – 25%
• Brand Insights & Intelligence – 20%
• Brand Stewardship & Governance – 15%
• Other Functions – 10%

• Bachelor’s degree or equivalent experience
• 6–10 years in brand strategy, brand management, or integrated marketing with demonstrable experience activating a brand across a complex, multi‑function organization.
• Experience developing messaging frameworks and campaign briefs.
• A track record of cross‑functional influence, particularly with teams outside of marketing. Comfort operating in environments where brand must earn its seat at the table.
• Experience partnering with creative teams or agencies.
• Strong communicator — equally effective in a creative brief and leadership presentation.

Salary Range (Norwalk, CT): $ to $

Annual Bonus Potential: 10%

The wage range for this role takes into account the wide…