The Customer Retention & Owned Channel Marketing leader will lead CPI Security's customer retention strategy across owned channels, with primary responsibility for retention marketing, customer journey development, segmentation, personalization, and performance optimization primarily across email and SMS, with flexibility to expand into additional channels.

This role will define the retention marketing roadmap, identify key moments in the customer journey, and partner closely with sales, customer success, product, operations, analytics, and creative teams to deliver personalized, data-informed communications.

This leader will own strategy, prioritization, and business performance for owned-channel retention marketing, while working with agency partners who support Salesforce Marketing Cloud build and execution. The ideal candidate is both strategic and operational—someone who can shape the long-term retention vision while also driving day-to-day planning, testing, optimization, and cross-functional execution.

Key Responsibilities

Retention Strategy & Customer Journeys

• Develop and own CPI Security's retention marketing strategy focused on onboarding, engagement, retention, renewal, upsell, and cross-sell.
• Map customer journeys across residential and commercial segments, identifying key customer moments and friction points.
• Define the roadmap for automated and triggered communications across owned channels.
• Partner with internal stakeholders and agency resources to launch and optimize customer journeys that are personalized, relevant, and aligned to business goals.

Owned Channel Leadership

• Own strategy and performance for owned customer channels, with initial emphasis on email and SMS.
• Establish channel priorities, communication strategy, contact governance, and audience rules to ensure communications are timely, coordinated, and effective.
• Guide message planning and campaign calendars in partnership with brand, creative, field, operations, and customer-facing teams.
• Ensure customer communications support broader business priorities, including retention, service adoption, renewals, and account expansion.

Segmentation, Personalization & Testing

• Develop and mature segmentation strategies based on customer behavior, journey stage, service profile, account attributes, and engagement patterns.
• Advance personalization capabilities over time, moving from broader segmentation toward more dynamic and responsive journey logic.
• Lead a test-and-learn agenda across retention programs, including A/B testing for audience strategy, timing, messaging, offers, and creative approaches.
• Partner with analytics and operations teams to improve targeting quality, measurement, and program effectiveness.

Performance, Insights & Optimization

• Build regular reporting cadences and dashboards to assess performance and identify optimization opportunities.
• Translate performance data into clear recommendations and action plans for leadership and cross-functional stakeholders.
• Continuously improve retention marketing effectiveness through reporting, experimentation, and iterative optimization.

Cross-Functional Leadership

• Partner closely with sales, customer success, field operations, product, analytics, and creative teams to align customer communications with the broader customer experience.
• Serve as the internal owner of retention marketing strategy while coordinating with agency partners responsible for platform execution support.
• Help establish operating rhythms, processes, and decision frameworks that improve speed, alignment, and program quality.

Martech & Agency Management

• Direct agency partners supporting Salesforce Marketing Cloud execution and ensure work is prioritized effectively.
• Partner with internal and external teams to maximize the value of marketing technology investments and improve retention marketing capabilities over time.
• Identify opportunities to improve process efficiency, campaign quality, personalization maturity, and measurement.

Qualifications

• 7+ years of experience in retention marketing, CRM, or owned-channel marketing
• Hands-on familiarity with Salesforce Marketing Cloud and comfort directing work executed through internal or external partners
• Deep knowledge of email and SMS marketing best practices, including segmentation, testing, personalization, and deliverability considerations
• Strong analytical skills and experience using reporting and insights to optimize marketing performance
• Proven ability to work cross-functionally and manage complex, multi-stakeholder initiatives
• Strong communication, prioritization, and project leadership skills
• Bachelor's degree in Marketing, Business, Communications, or related field