Back to jobs
New

Marketing Manager - Customer Lifecycle

Charlotte, North Carolina, United States

CPI Security, a leader in the security and automation solutions industry, is looking for a Marketing Manager - Customer Lifecycle, based in Charlotte, North Carolina. This is more than “just a job” – it’s your chance for a fulfilling and purpose-driven career. You will be responsible for connecting our products to customers’ needs and driving demand via direct marketing and sales activity, as well as the creation of product positioning, its evolution into product messaging and ensuring that marketing activities are consistent with the customer value proposition.  You will play a leading role in our mission to protect our customers and what matters most to them.

Company Summary:

Headquartered in Charlotte, North Carolina, CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation’s top 10 largest security providers with over 750 employees. Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses and is widely known as North Carolina and South Carolina’s Top 25 Best Places to Work.

Customer Lifecycle Strategy:

  • Develop and execute a holistic lifecycle marketing strategy to optimize customer retention and revenue growth for both residential and commercial customers.
  • Map customer journeys for each segment, identifying key touchpoints and opportunities to enhance engagement and loyalty.
  • Build tailored strategies for different customer needs, emphasizing upsell, cross-sell, and renewal opportunities.

Retention and Revenue Growth:

  • Design and implement targeted campaigns to increase contract renewals, reduce churn, and expand services within the existing customer base.
  • Partner with sales and customer success teams to create account-specific strategies for high-value commercial customers.
  • Launch win-back initiatives for churned accounts with personalized messaging and offers.

Customer Segmentation

  • Analyze customer data to create detailed segmentation models that account for demographic, behavioral, and transactional characteristics.
  • Segment customers by lifecycle stage, contract type, product usage, and engagement levels to ensure targeted and relevant marketing.
  • Identify high-value customers, at-risk customers, and growth opportunities within both residential and commercial segments.
  • Collaborate with analytics and technology teams to implement and maintain dynamic segmentation within CRM and marketing automation platforms.

Segmented Campaign Development:

  • Create and manage marketing campaigns for different customer segments, leveraging insights from CRM and customer analytics.
  • Personalize communications by segment (e.g., residential vs. commercial, industry type for commercial customers) to ensure relevance and effectiveness.
  • Utilize email, SMS, direct mail, and digital channels to drive engagement and revenue growth.

Data-Driven Insights and Reporting:

  • Analyze customer data, behavior, and trends to identify drivers of retention and revenue growth.
  • Monitor and report on campaign performance, using KPIs such as churn rate, lifetime value (LTV), and engagement metrics to assess success.
  • Leverage predictive analytics to identify at-risk customers and proactively implement retention strategies.

Cross-Functional Collaboration:

  • Collaborate with internal teams, including product, sales, customer success, and field operations, to align lifecycle marketing efforts with business goals.
  • Partner with commercial account teams to deliver marketing solutions that support account retention and revenue objectives.
  • Work with the analytics team to refine segmentation, targeting, and performance tracking.

Customer Advocacy and Loyalty:

  • Develop loyalty programs and initiatives to turn customers into advocates for the CPI Security brand.
  • Engage residential customers through referral programs, while encouraging commercial clients to participate in case studies or testimonials.

Continuous Improvement:

  • Test and refine marketing strategies using A/B testing and other methodologies to maximize ROI.
  • Stay current on industry trends and best practices to ensure CPI Security remains competitive in lifecycle marketing approaches.

Qualifications:

Education and Experience:

  • Bachelor’s degree in Marketing, Business, or a related field (MBA preferred).
  • 5+ years of experience in lifecycle marketing, CRM, or retention-focused marketing, with experience in both residential and B2B commercial segments.

Skills and Competencies:

  • Proven experience in driving customer retention and revenue growth across diverse customer bases.
  • Strong analytical skills and proficiency in tools like Salesforce, Tableau, or Google Analytics.
  • Expertise in marketing automation platforms (e.g., HubSpot, Marketo).
  • Knowledge of email marketing, direct mail, SMS, and digital marketing strategies.
  • Ability to work collaboratively across teams and influence stakeholders at all levels.
  • Excellent project management and organizational skills.

Preferred Attributes:

  • Experience in security, technology, or subscription-based industries.
  • Familiarity with predictive analytics and segmentation for commercial and residential audiences.
  • Strong understanding of the unique needs of small businesses, large enterprises, and residential customers.

Key Performance Indicators (KPIs):

  • Customer Retention Rate: Reduce churn among residential and commercial customers.
  • Revenue Growth: Increase upsell/cross-sell opportunities and RMR
  • Lifetime Value (LTV): Improve overall customer value across both segments.
  • Engagement Metrics: Achieve higher email open rates, click-through rates, and campaign response rates.
  • Commercial Account Retention: Achieve specific retention goals for high-value commercial clients.

What We Offer:

  • Aggressive pay and the opportunity to work for an iconic brand
  • Great medical, dental, vision, short- & long-term disability and life insurance options  
  • Company paid holidays, floating holiday, and paid time off (PTO)  
  • 401(k) plan with competitive company match  
  • Eligible for free monitored security system after 90 days
  • Education assistance – we encourage and support our employees who want to improve their skills and further their education  
  • Engaging and fun company culture that’s made up of a diverse group of people  
  • Volunteer and community engagement opportunities. CPI partners with organizations that share our mission to save and improve lives, particularly focusing on underserved communities.  
  • An on-site café, coffee/smoothie bar, walking trail, basketball court, and state-of-the-art fitness facility with a dedicated Fitness staff
  • Birthday and Work Anniversary Rewards

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in CPI Security’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.