Director of Customer Growth
About The Position
Master Trades Group (MTG) is a leading residential services platform providing HVAC, plumbing, electrical, and sewer solutions through a growing portfolio of trusted local brands across the Southeast, Mid-Atlantic, and Southwest. Backed by private equity and focused on long-term growth, MTG partners with established local companies while providing the resources, technology, and leadership needed to scale operations and deliver exceptional customer experiences. As we continue expanding, we are seeking a strategic and data-driven Director of Customer Growth to maximize customer lifetime value across our existing customer base. This is a highly visible leadership role reporting directly to the Chief Marketing Officer and partnering closely with Operations, Sales, Finance, and Executive Leadership to drive customer retention, cross-service adoption, recurring revenue, and long-term profitability.
Requirements
- Bachelor's degree in Marketing, Business, Analytics, Communications, or related field.
- 7+ years of experience in Customer Engagement, CRM, Customer Lifecycle Marketing, Retention, Customer Analytics, or related leadership roles.
- Minimum of 3 years leading high-performing teams.
- Proven success improving measurable customer metrics such as: Customer Lifetime Value (LTV), Customer Retention, Cross-Sell Adoption, Repeat Purchase Frequency, Membership Growth
- Experience developing CRM segmentation strategies and customer lifecycle programs.
- Strong analytical skills including customer analytics, cohort analysis, segmentation, and lifetime value modeling.
- Experience partnering cross-functionally with Sales, Marketing, Operations, and Finance.
- Strong presentation, communication, and executive leadership skills.
Nice To Haves
- Experience within residential home services, field services, HVAC, plumbing, electrical, construction, or similar service-based industries.
- Experience supporting private equity-backed organizations.
- Experience with ServiceTitan or similar field service management platforms.
- Experience with marketing automation and CRM platforms.
- Experience managing membership or subscription-based programs.
- Experience utilizing customer financing programs to increase customer value and conversion.
Responsibilities
- Develop and execute enterprise-wide customer engagement strategies that increase customer lifetime value.
- Design and manage customer retention programs that improve long-term loyalty and reduce customer attrition.
- Lead initiatives that increase repeat business and customer longevity across all service lines.
- Develop reactivation campaigns targeting inactive and dormant customers.
- Create programs that encourage customers to utilize multiple service lines, including HVAC, plumbing, electrical, and sewer services.
- Identify customer lifecycle trigger points that drive additional service adoption.
- Partner with Operations and Marketing to improve cross-selling opportunities while maintaining a best-in-class customer experience.
- Develop strategies to increase maintenance agreement and membership enrollment.
- Improve membership renewal rates and long-term retention.
- Partner with field operations to strengthen recurring revenue initiatives.
- Oversee customer segmentation strategies based on service history, customer value, buying behaviors, and lifecycle stage.
- Improve CRM data quality and customer data governance.
- Utilize lifecycle marketing and automation platforms to personalize customer communications.
- Apply customer analytics, cohort analysis, and lifetime value modeling to identify revenue opportunities.
- Partner with Operations and Sales to increase average job value through service bundling, financing programs, and customer education.
- Monitor and analyze customer engagement metrics to identify trends, risks, and growth opportunities.
- Develop executive dashboards and reporting to measure customer performance across the organization.
- Present recommendations and business insights to executive leadership.
- Partner closely with Marketing, Operations, Finance, Customer Experience, and Executive Leadership to align customer engagement initiatives with company growth objectives.
- Influence organizational strategy through data-driven recommendations and customer insights.
- Lead continuous improvement initiatives focused on customer experience, operational efficiency, and revenue growth.
Benefits
- Competitive Base Salary + Annual Bonus
- Medical, Dental & Vision Insurance
- 401(k) with Company Match
- Paid Time Off & Paid Holidays
- Company-Paid Life & Disability Insurance
- Leadership Development & Career Growth Opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Director
