Director Customer Marketing

Authority Brands•Atlanta, GA

10d

About The Position

The Director of Customer Marketing is a strategic leadership role within a newly established Marketing Center of Excellence (CoE), reporting directly to the SVP of Growth Marketing. The Director serves as the enterprise lead for customer lifecycle, retention, and loyalty strategies across all portfolio brands and more than 1,100 franchise locations. The role leads a six-person team: two CRM and Email Marketing Analysts, one Loyalty/Membership Marketing Analyst, and three Print and Direct Mail Campaign Analysts. The Director will lead the enterprise rollout and migration to HubSpot for marketing CRM and email capabilities, establishing standardized automation, segmentation, and multi-channel retention programs. By combining digital channels with localized direct mail campaigns and loyalty programs, the role aims to increase customer lifetime value, repeat booked jobs, and cross-brand revenue. The role partners with IT, Brand Marketing, Field Marketing, IT/Data, and Franchise Advisory Councils to align customer marketing programs with brand guidelines and operational capacity. Success is measured by improved retention and repeat revenue, effective HubSpot deployment and adoption, campaign ROI, and team execution accuracy and efficiency.

Requirements

8–10 years of progressive experience in CRM, customer marketing, lifecycle automation, and direct response channels.
At least 3 years managing direct reports and cross-functional teams.
Proven track record leading enterprise-level CRM implementations, workflow migrations, and marketing automation governance.
Deep knowledge of email marketing, SMS automation, loyalty and membership mechanics, and high-volume print and direct mail execution.
Strong technical understanding of CRM integrations, data architecture, trigger logic, custom objects, and data privacy regulations such as CCPA and CAN-SPAM.
Demonstrated success building centralized Center of Excellence functions for multi-location, franchise, or multi-brand business models supporting 500 or more locations.

Nice To Haves

HubSpot or ServiceTitan Enterprise experience or certification is strongly preferred.

Responsibilities

Direct, mentor, and manage a six-person team, establishing operational SLAs, campaign SOPs, and cross-channel execution benchmarks.
Collaborate with IT to oversee the technical integration, migration, and enterprise rollout of HubSpot as the primary marketing CRM and email platform for 12 of 14 brands and more than 1,100 franchise locations; ensure data hygiene, workflow logic, and platform scalability.
Design and execute end-to-end customer lifecycle programs, including lead conversion, onboarding, winback, cross-sell, and recurring service reminders, to improve retention and customer lifetime value.
Oversee print and direct mail campaign operations, integrating localized mailings with digital CRM triggers to improve omnichannel efficiency and franchisee adoption.
Develop and scale loyalty and membership frameworks across brand databases to increase repeat booked jobs and customer advocacy.
Use customer data, behavioral triggers, and segmentation models to deliver personalized, hyper-local messages across email, SMS, and direct mail.
Establish A/B testing frameworks, channel-level targets, and executive dashboards to measure and optimize campaign ROI, open rates, conversion rates, and repeat revenue.
Partner with Brand Marketing, Field Marketing, IT/Data, and Franchise Advisory Councils to align customer marketing initiatives with brand guidelines and operational capacity.
Drive measurable improvements in repeat booked jobs, customer retention, cross-brand customer migration, and customer lifetime value across more than 1,100 locations.
Deliver the enterprise HubSpot deployment on time and on budget, with high platform adoption and no downtime in campaign operations.
Meet revenue and conversion targets across email automation, SMS, loyalty programs, and print/direct mail campaigns.
Maintain high execution accuracy, ticket resolution efficiency, and data hygiene across analyst workflows.