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.

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.

• 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.

• 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…