Welcome & Onboarding Lifecycle Lead

Armstrong-Utilitie; Butler (Butler County); On-site; USD 85,000 - 120,000; Full time

Job summary

Armstrong Group is seeking a Lifecycle Marketing Manager to own the 0–90 day welcome journey from install through first bill, ensuring a seamless, white‑glove onboarding experience across email, SMS, in‑app, mail and physical kits.

You will segment audiences to personalize guidance, build cross‑channel experiences, and collaborate with Field Ops, data, and product teams to reduce early churn and improve loyalty. Strong analytics and HubSpot fluency are required.

Qualifications

• 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 solid grasp of lifecycle analytics, cohort analysis, and retention metrics.
• Hands-on experience with marketing-automation platforms such as HubSpot.
• Bachelor’s degree in Marketing, Business, or related field, or equivalent experience.

Responsibilities

• Own the First 90 Days: manage the welcome journey from install through first bill, the 0‑to‑90 day window that decides loyalty.
• Deliver on the promise: ensure white-glove service and community across touchpoints.
• Personalize with segmentation: tailor the welcome experience for different customers.
• Make it omni-channel: align email, SMS, app, portal, mail, and welcome kits.
• Partner with Field Ops to reinforce experiences in homes and in the field.
• Learn what makes customers stay by analyzing signals and retention data.
• Catch risk early with cross‑team collaboration on churn drivers.
• Set up smart cross-sell opportunities at the right moments.
• Be the voice of the customer and drive product/ops improvements.

Skills

Lifecycle marketing

CRM marketing

Multi-channel campaigns

Segmentation

Analytics

HubSpot

Customer empathy

Communication

AI personalization

Education

Bachelor’s degree in Marketing, Business, or related field

Tools

HubSpot

Job description

Armstrong Group is seeking a Lifecycle Marketing Manager to own the 0–90 day welcome journey from install through first bill, ensuring a seamless, white‑glove onboarding experience across email, SMS, in‑app, mail and physical kits.

You will segment audiences to personalize guidance, build cross‑channel experiences, and collaborate with Field Ops, data, and product teams to reduce early churn and improve loyalty. Strong analytics and HubSpot fluency are required.