Lifecycle Marketing Manager - Welcome and Onboarding

Armstrong Group•Butler, PA

10d

About The Position

As our Lifecycle Marketing Manager, Welcome and Onboarding, you own the most decisive stretch of the customer relationship: a new customer’s first 90 days. This is the window that turns a brand-new install into a confident, loyal Armstrong customer, and it is where the white-glove promise made during the sale either comes to life or quietly breaks. You make sure every new customer feels cared for across every channel, from their first welcome message to their first bill, and you build the experience that makes them want to stay.

Requirements

4+ years in lifecycle or CRM marketing, ideally in telecom, broadband, or another subscription business
Experience designing and optimizing multi-channel customer journeys across email, SMS, in-app, and mail
Strong segmentation skills, with a track record of using them to personalize experiences
A strong grasp of lifecycle analytics, cohort analysis, and retention metrics
Hands-on experience with marketing-automation platforms such as HubSpot
A genuine voice-of-the-customer instinct and a habit of partnering closely with product and operations teams
An empathetic communicator who thinks like a customer, not a marketer
Comfort embracing emerging technology, including AI, to work more efficiently, for example for personalization, segmentation, and early churn-risk prediction
Bachelor’s degree in Marketing, Business, or a related field, or equivalent experience

Nice To Haves

telecom onboarding, service-activation journeys, or acquisition integration (M&A)

Responsibilities

Own the welcome journey from install through a new customer’s first bill, the zero-to-90-day window that decides whether they become a loyal Armstrong customer, and continuously optimize it over time.
Make sure the white-glove service, support, and community we sell during acquisition is actually felt once someone becomes a customer, across every touchpoint.
Use segmentation to tailor the welcome experience, so different customers get the guidance and content that fits them rather than a one-size-fits-all journey.
Create a welcome customer feel everywhere, across email, SMS, the app and portal, mail, and physical welcome kits, so the experience is consistent in the home and online.
Work closely with the field and installation teams who are physically in customers’ homes, so the in-person and marketing experiences reinforce each other.
Partner with data and operations to understand which early signals and triggers lead to happy, long-tenured customers, and build those moments into the welcome journey.
Watch early-tenure signals and step in before a new customer ever considers leaving, partnering with Customer Care on the issues that drive early calls.
Find the right moments to introduce a second product so it feels like a helpful recommendation, and coordinate timing with CLM & Engagement.
Bring the voice of the new customer back to product and operations, partnering with them to keep improving the early experience.