Marketing Manager

Marketing Manager – Customer Retention & Loyalty

About the Role

We are looking for an experienced Marketing Manager to lead our existing customer marketing efforts. This role is focused on building strong, lasting relationships with our current customers through thoughtful communication, retention strategies, and programs that reward loyalty. You'll be responsible for our membership marketing, customer communications, and engagement initiatives — working to ensure customers continue to choose us for their home service needs. Some travel may be required (visiting the businesses)

Key Responsibilities

Customer Retention & Lifecycle Marketing

• Develop and execute an existing customer marketing strategy aimed at increasing retention, repeat bookings, and lifetime value
• Own the customer lifecycle from post-purchase onboarding through long-term retention, identifying opportunities to improve engagement at key touchpoints 
• Monitor churn indicators and deploy re-engagement campaigns to recover lapsed customers 

Email & Digital Marketing

• Plan, build, and deploy email marketing campaigns using ServiceTitan Marketing Pro, including segmentation, automation workflows, and A/B testing
• Manage a consistent email calendar covering seasonal promotions, membership renewals, service reminders, and customer events
• Analyze campaign performance (open rates, click-throughs, conversions) and optimize based on results 

Membership Program Marketing

• Lead marketing efforts to promote and grow our membership (maintenance plan) programs 
• Develop clear, compelling messaging that communicates the value of membership and supports renewals and upgrades
• Partner with operations to ensure membership offerings are well-represented across customercommunications

Customer Events & Community

• Plan and promote customer appreciation events, seasonal promotions, and community engagement initiatives
• Develop pre- and post-event marketing to support attendance and follow-through

Cross-Functional Collaboration

• Work closely with field teams and customer service to ensure marketing reflects the actual customer experience
• Support leadership on customer satisfaction initiatives and feedback programs
• Coordinate with outside vendors or agencies on creative and campaign execution as needed

Reporting & Insights

• Track and report on key retention and engagement metrics, including membership growth, email performance, repeat booking rates, and customer satisfaction
• Use data to identify trends and make recommendations for ongoing improvements

Qualifications

• 3–5 years of marketing experience with a focus on customer or retention marketing
• Hands-on experience with email marketing platforms; direct experience with ServiceTitan Marketing Pro strongly preferred
• Background in the home services industry (HVAC, plumbing, electrical, or similar) is a significant plus
• Solid experience managing email campaigns end-to-end — strategy, copywriting, deployment, and reporting
• Comfortable working with data and translating performance metrics into actionable next steps
• Strong written communication skills with an ability to craft clear, customer-friendly messaging
• Well-organized with the ability to manage multiple campaigns and priorities at once
• Works well cross-functionally with operations, sales, and leadership
• College Degree
• Position could be located in Tampa or Remote