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.
What You’ll Do:
- Own the First 90 Days: 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.
- Deliver on the Promise: Make sure the white-glove service, support, and community we sell during acquisition is actually felt once someone becomes a customer, across every touchpoint.
- Personalize with Segmentation: 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.
- Make It Omni-Channel: 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.
- Partner with Field Ops: Work closely with the field and installation teams who are physically in customers’ homes, so the in-person and marketing experiences reinforce each other.
- Learn What Makes Customers Stay: 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.
- Catch Risk Early: 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.
- Set Up Smart Cross-Sell: Find the right moments to introduce a second product so it feels like a helpful recommendation, and coordinate timing with CLM & Engagement.
- Be the Customer’s Voice: Bring the voice of the new customer back to product and operations, partnering with them to keep improving the early experience.
What You’ll Need:
- 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
- Bonus: telecom onboarding, service-activation journeys, or acquisition integration (M&A)
What's in it for you:
- Own the experience that decides whether a customer stays for ten months or ten years
- Make the brand promise real for every new customer, the moment they join
- Build the welcome engine for a company launching three major product lines at once
- Join a family-owned company trusted by its communities for nearly 80 years
- Competitive compensation and benefits, in a collaborative culture built on trust
Who We Are
The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.
Armstrong is an Equal Opportunity Employer.
