Director, Lifecycle Marketing

Sila Services • King of Prussia, PA

1d

About The Position

Sila Services is seeking an experienced, hands-on Director of Lifecycle Marketing to lead the strategy, development, and execution of customer engagement and retention programs across its family of more than 40 HVAC, plumbing, and electrical brands. The role combines strategic planning with direct execution, including developing scalable customer journeys, building automated marketing campaigns, and finding opportunities to increase customer retention, membership renewals, cross-selling, and revenue.

The Director will establish consistent marketing practices across brands while preserving each business's local identity. This includes developing customer journeys from initial lead engagement through service follow-up, repeat business, and reactivation; managing email and SMS campaigns; creating membership programs; using customer data for segmentation and personalization; and building scalable standards, playbooks, and training for local teams.

The position also owns and optimizes marketing automation systems and related data practices, partnering with IT and Operations on platform and CRM integrations. The Director will set and track lifecycle marketing metrics, report on campaign performance and revenue attribution, and work with Finance and leadership to evaluate return on investment and improve results.

Requirements

• 10 or more years of experience in lifecycle marketing, CRM marketing, marketing operations, or marketing automation.
• At least 3 years of leadership experience.
• Strong hands-on experience building and managing marketing automation workflows and campaigns.
• Proven success developing email, SMS, and other customer engagement campaigns that drive measurable revenue.
• Experience mapping customer journeys and improving conversion, retention, and engagement.
• Ability to develop scalable marketing programs across multiple locations, brands, or business units.
• Strong analytical skills, including experience tracking campaign performance, customer lifetime value, and revenue attribution.
• Experience with customer segmentation, personalization, and automated campaign triggers.
• Excellent communication and collaboration skills, including the ability to influence teams across multiple business units.
• Bachelor's degree or equivalent relevant professional experience.

Nice To Haves

• Experience in home services, HVAC, plumbing, electrical, field services, franchise operations, or other multi-location consumer businesses.
• Experience with ServiceTitan, particularly ServiceTitan Marketing Pro.
• Background developing membership, maintenance plan, or recurring service marketing programs.
• Knowledge of SMS marketing compliance, including TCPA regulations.
• Advanced degree.

Responsibilities

• Develop and implement a consistent customer journey across brands, from initial lead engagement through service follow-up, repeat business, and customer reactivation.
• Identify opportunities to improve conversion, retention, and customer lifetime value.
• Build and execute email, SMS, and other customer communication campaigns.
• Partner with sales and operations teams to improve lead follow-up and customer engagement.
• Build, manage, and optimize automated workflows for lead nurturing, cross-selling, membership renewals, and customer win-back campaigns.
• Develop targeted campaigns introducing existing customers to additional HVAC, plumbing, and electrical services.
• Create membership onboarding, engagement, and renewal programs to increase retention and recurring revenue.
• Use customer behavior, service history, and segmentation to deliver personalized messaging.
• Develop targeted content calendars and communication strategies based on customer needs and seasonal opportunities.
• Create campaigns for seasonal maintenance, weather preparation, homeownership milestones, and other relevant customer events.
• Ensure messaging is consistent, engaging, and aligned with each brand's voice.
• Establish marketing best practices, SOPs, templates, and campaign playbooks for implementation across more than 40 brands.
• Balance company-wide marketing standards with the needs of individual markets.
• Train and support local marketing and operations teams on campaign execution and optimization.
• Collaborate with regional and local leadership to improve adoption and performance.
• Own and optimize marketing automation platforms, including workflows, integrations, segmentation, and database management.
• Evaluate marketing tools and identify opportunities to improve efficiency, reduce costs, and standardize processes.
• Partner with IT and Operations to support accurate customer data and seamless integration between marketing platforms and CRM systems.
• Maintain email and SMS deliverability, database hygiene, and compliance practices.
• Establish and track lifecycle marketing metrics, including customer retention, membership renewals, cross-sell revenue, and customer lifetime value.
• Measure campaign engagement, conversion, and revenue attribution.
• Build dashboards and reporting to provide visibility into marketing performance.
• Partner with Finance and leadership to evaluate campaign ROI and identify opportunities for improvement.

Benefits

• Competitive compensation
• Comprehensive medical, dental, and vision benefits
• 401(k) retirement plan
• Paid time off and holidays
• Professional development and career growth opportunities
• Collaborative, people-first culture
• Opportunity to build and lead marketing programs that directly impact business growth

What This Job Offers

• Job Type: Full-time
• Career Level: Director