Senior Brand Strategist

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 Sr. Brand Strategist 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 role will help define the strategic direction of the Home Serve brand by identifying emerging customer needs, market dynamics, competitive opportunities, and evolving homeowner expectations, translating insights into actionable brand strategies.

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. The ideal candidate combines strategic thinking, consumer research expertise, and strong organizational influence, with the ability to connect customer insights, business objectives, and brand strategy into a cohesive roadmap for growth.

• Drive the Brand Across the Organization This is not a brand-in-a-binder role. The Sr. Brand Strategist 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.
  
  Identify opportunities to strengthen differentiation, relevance, and long‑term brand equity across the organization.
• 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. Develop strategic roadmaps and planning frameworks that align brand initiatives with organizational goals, customer needs, and growth opportunities.
• 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, category trends, and competitive dynamics. Manage key insight programs including the annual customer survey and our brand health tracker, customer journey research and various market studies. 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 is not compliance; it's comprehension and confidence.

Brand Strategy, Planning & Internal Enablement – 30%

Cross…