Loyalty Membership Marketing Analyst

Authority Brands • Atlanta, GA

9d

About The Position

The Loyalty & Membership Marketing Analyst is a high-visibility execution and analytics role within the Marketing Center of Excellence (CoE), reporting directly to the Director of Customer Marketing. The role serves as the enterprise owner of membership performance across 14 portfolio brands and more than 1,100 franchise locations in the home trade services sector, including HVAC, plumbing, electrical, and specialty home repair. Membership programs support customer retention, recurring revenue, and long-term customer lifetime value.

Working alongside CRM, Email, and Direct Mail Analysts, the analyst uses HubSpot, field service management (FSM) platforms such as ServiceTitan, and cross-channel marketing automation to increase active memberships, reduce churn, support timely renewals, reactivate canceled members, and enable multi-brand growth propositions across retail trade locations.

Success is measured through system-wide membership growth and retention, reduced churn and win-back revenue, increased member lifetime value, and adoption of CoE loyalty tools and workflows by franchisees.

Responsibilities

• Track, analyze, and manage active membership counts, churn rates, renewal percentages, and reactivation metrics across portfolio brands; identify underperforming locations or customer segments and execute targeted recovery strategies.
• Develop and execute automated multichannel retention campaigns using email, SMS, and call-center prompts to reduce attrition, improve renewals for expiring plans, and win back canceled or expired accounts.
• Support the rollout and optimization of value-driven membership models, including tier-based maintenance plans, cross-trade or tri-brand memberships, and VIP perks, to increase repeat booked jobs and cross-brand adoption.
• Partner with CRM and Email Marketing Analysts to build automated loyalty workflows, milestone triggers, and personalized member offers in HubSpot and ServiceTitan.
• Collaborate with Brand Marketing, Field Marketing, Call Center Operations, and Franchise Advisory Councils to align loyalty initiatives with technician workflows, customer service representative booking scripts, and local operational capacity.
• Build behavioral, demographic, and service-history customer segments and run structured A/B tests on membership pricing, promotional incentives, renewal timing, and third-party outreach programs.
• Maintain reporting frameworks and performance dashboards, and provide weekly and monthly executive updates on membership trends, attrition drivers, lifetime-value impact, and strategic recommendations to leadership and franchise owners.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed