Customer Lifecycle Marketing Specialist

About the Role

The Customer Lifecycle Marketing Specialist will build and manage campaigns that strengthen customer relationships and generate measurable revenue. Reporting to the Director of Marketing, you will own Fox's lifecycle marketing program in Cinch, from strategy and audience selection through copywriting, setup, launch, testing, reporting, and optimization. Your focus will be email and direct mail campaigns that support customer win-back, cross-sell, referrals, retention, and long-term customer value. You will be trusted to work independently, spot opportunities, and keep projects moving. You will also work closely with Fox's Managing Editor, Director of Customer Experience, Creative, Operations, IT, Analytics, and other teams. Your success will be measured primarily by campaign ROI and your ability to turn customer data into useful, relevant communication.

What We Offer

• Positive and empowering workplace culture
• Flexible work schedule
• Base salary of $55,000 to $65,000 annually depending on experience
• Competitive health insurance including Medical, Dental, and Vision for full-time employees
• 401k with a generous company match
• PTO after just 30 days for full-time individuals
• Paid holidays
• Paid sick leave and bereavement for FT/PT employees
• Employee Stock Purchase Plan
• Strong potential and room for growth with an Individualized Leadership Plan for every team member
• Paid hands-on training opportunities
• Referral bonuses

Responsibilities

• Develop Fox's customer lifecycle strategy in Cinch and prioritize opportunities based on customer needs, revenue potential, business priorities, and available resources
• Build, launch, and improve automated journeys for customer win-back, seasonal cross-sell, referrals, new customer welcome and onboarding, customer education, and abandoned quote recovery as data becomes available
• Own email and direct mail campaigns from planning and audience selection through launch, reporting, and optimization
• Maintain a customer communication calendar and keep active journeys current as services, offers, data, and business priorities change
• Write clear, persuasive copy and build campaigns using approved Cinch templates, working with the Managing Editor and Creative when additional support is needed
• Coordinate direct mail production, proofs, audience files, schedules, and delivery with Cinch and other partners
• Complete thorough pre-launch quality checks and maintain the templates, documentation, test records, and approvals needed to run campaigns reliably
• Work with the Director of Customer Experience to identify customer needs, pain points, and communication gaps, then turn those insights into practical campaigns and journey improvements
• Build customer segments using service history, tenure, location, engagement, purchase behavior, and other available data
• Serve as Fox's primary day-to-day lifecycle marketing expert in Cinch and help improve how the platform is used
• Partner with IT, Analytics, and Cinch to confirm data feeds, customer fields, campaign triggers, audience rules, attribution, and reporting
• Monitor data quality, contact preferences, suppression rules, communication frequency, and list hygiene to protect both campaign performance and the customer experience
• Document audience definitions, campaign logic, data needs, and platform processes, and coordinate troubleshooting when issues arise
• Set clear campaign goals, baselines, and measurement plans before launch
• Own campaign analysis and ROI reporting, with support from IT and Analytics on underlying data and attribution
• Use A/B tests, control groups, and incremental revenue analysis when the data and audience size allow
• Connect campaign activity to business results such as revenue, recovered customers, cross-sell, referrals, retention, and customer lifetime value
• Create clear campaign recaps and use the results to recommend which campaigns should be expanded, adjusted, repeated, or discontinued
• Coordinate with Marketing, Customer Experience, Operations, branch teams, IT, Analytics, Legal, Creative, and outside vendors to gather input and keep campaigns moving
• Set clear timelines, responsibilities, and approval steps, and resolve missing information or risks before they delay a launch
• Make sure communications follow Fox brand standards, customer consent requirements, privacy expectations, accessibility practices, and applicable email marketing regulations

Qualifications

• Three or more years of experience in lifecycle marketing, CRM marketing, retention marketing, email marketing, marketing automation, or a related field
• Experience developing lifecycle strategies and turning them into completed campaigns
• Hands-on experience building automated journeys and one-time campaigns in an email, CRM, or customer engagement platform
• Strong writer and editor who can turn business goals into clear, persuasive customer communication
• Understanding of audience segmentation, personalization, testing, deliverability, and campaign quality assurance
• Comfortable using campaign data to measure performance, calculate ROI, and recommend improvements
• Organized, detail-oriented, and able to manage several campaigns and deadlines at the same time
• Able to work independently, solve problems, and build productive working relationships across departments

Preferred Qualifications

• Experience with Cinch or a similar customer engagement platform
• Experience connecting lifecycle campaigns to revenue, retention, reactivation, cross-sell, referrals, or customer lifetime value
• Experience managing direct mail alongside email campaigns
• Familiarity with Salesforce, field service platforms, customer databases, analytics dashboards, and campaign attribution
• Experience in a multi-location, home services, subscription, or recurring revenue business
• Working knowledge of CAN-SPAM, customer consent, privacy, accessibility, and email marketing requirements