About Gateway

Gateway Fiber is seeking an outstanding individual to fill our Director of Performance Marketing & Customer Growth position. Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

Gateway’s Beliefs About People

Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going and how our contributions positively affect our culture and operational performance. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company's vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway's beliefs about people shape the company and the way we do business.

Position Summary

The Director of Performance Marketing & Customer Growth will lead strategies that drive measurable customer growth across the full customer lifecycle—from acquisition and conversion through onboarding, retention, loyalty, and winback.

This role is responsible for leading performance marketing, lifecycle marketing, digital conversion optimization, and retention and loyalty programs across digital and offline channels. The Director will also help shape promotional and customer-offer strategies based on market performance, competitive activity, customer insights, and financial impact.

The ideal candidate combines deep performance-marketing expertise with strong commercial judgment, analytical rigor, and a consistent focus on testing, execution, and measurable business outcomes.

Key Responsibilities

Customer Growth Programs

• Lead the development and execution of customer-growth programs across acquisition, onboarding, lifecycle engagement, retention, loyalty, save and winback.
• Translate company growth objectives and marketing priorities into measurable channel plans, campaigns and market-level actions.
• Identify opportunities to increase gross adds, improve conversion, reduce voluntary churn, and grow customer lifetime value.
• Develop growth plans based on market performance, competitive conditions, customer behavior, and channel economics.

Performance Marketing

• Serve as the functional leader and escalation point for performance marketing, providing visibility into performance, forecasts, risks, and opportunities.
• Lead acquisition strategy across paid search, paid social, programmatic, direct mail, affiliate, and emerging channels.
• Own campaign planning, audience strategy, media investment recommendations, budget pacing, and optimization.
• Act as the in-house performance owner alongside agency partners, overseeing launches, in-flight adjustments, and results.
• Drive ongoing experimentation across audiences, creative, messaging, offers, channels, and landing-page experiences.
• Manage agency relationships and hold partners accountable for performance, execution, and agreed-upon KPIs.

Customer Lifecycle, Retention & Loyalty

• Lead lifecycle marketing across onboarding, engagement, retention, loyalty, save, and winback.
• Develop targeted programs using behavioral data, segmentation, competitive insights, churn trends, and customer value.
• Build proactive retention strategies designed to identify and engage customers at elevated risk of churn.
• Partner with Customer Care and Operations to address customer pain points and reduce voluntary churn.
• Establish repeatable playbooks and clear measurement for retention, save, winback, and loyalty initiatives.

Digital Experience & Conversion

• Own the optimization roadmap for Gateway’s digital acquisition and sales experiences.
• Improve conversion across websites, landing pages, address qualification, and digital sales funnels.
• Lead A/B testing, personalization, segmentation, and customer-journey optimization.
• Use customer behavior and performance data to identify friction and improve digital outcomes.
• Partner with internal leads and external vendors on enhancements that improve conversion and customer experience.

Analytics & Performance Management

• Establish clear performance measurement across the customer growth funnel.
• Drive performance against key metrics including gross adds, orders, conversion rate, CAC/CPGA, churn, customer lifetime value, and ARPU impact.
• Partner closely with Revenue Operations to translate performance insights into actionable recommendations.
• Lead recurring performance reviews, identify root causes, establish corrective actions, and ensure follow-through.
• Connect marketing investments and customer programs to measurable customer and financial outcomes.

Leadership & Cross-Functional Collaboration

• Build and lead a high-performing customer-growth organization.
• Lead and develop team members responsible for performance marketing, lifecycle marketing, and retention and loyalty.
• Collaborate closely with Brand, Communications, Field Marketing, Sales, Product, Technology, Customer Care, Finance, and Revenue Operations.
• Provide strategic recommendations and performance reporting to executive leadership.
• Foster a culture of accountability, experimentation, documentation, and continuous improvement.

Skills & Competencies

• Performance and Digital Marketing: Deep understanding of performance marketing across paid media, CRM, web and e-commerce, social, and other measurable acquisition channels.
• Direct and Data-Driven Marketing: Demonstrated experience using customer data, segmentation, targeting, and traditional direct-marketing techniques to improve campaign performance.
• Consumer Insights: Strong ability to apply customer, behavioral, competitive, and market insights to improve targeting, messaging, offers, and channel performance.
• Integrated Campaign Leadership: Experience leading end-to-end campaign development across strategy, segmentation, targeting, execution, measurement, and optimization in a multi-channel environment.
• Analytics and Commercial Acumen: Strong analytical and financial skills with the ability to connect marketing investments to acquisition growth, market penetration, CAC/CPGA, churn, and customer lifetime value.
• Cross-Functional Leadership: Ability to align internal teams, agency partners, and stakeholders around a clearly defined strategy, shared performance goals, and executable plans.
• Marketing Technology: Experience with analytics, CRM, marketing automation, media platforms, business-intelligence tools, and digital experimentation or personalization technologies.
• Strong leadership, communication, presentation, and stakeholder-management skills.
• Ability to operate autonomously in a fast-paced, high-growth environment.

Education & Experience

• Bachelor’s degree in Marketing, Business, Analytics, or a related field; MBA preferred.
• 8–12 years of experience in performance marketing, growth marketing, demand generation, commercial marketing, or customer acquisition.
• 3–5 years in a leadership role managing teams and cross-functional initiatives.
• Experience managing agency partners and multi-channel marketing investments.
• Experience in telecommunications, SaaS, subscription-based businesses, or another recurring-revenue model strongly preferred.