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SROA Capital · 5 hours ago

Customer Lifecycle Management (CLCM) Manager

West Palm Beach, FL 33405, USA

Full-time

Hybrid

Mid Level

3+ years exp

SROA Capital is a vertically integrated private equity real estate and technology platform focused on self-storage investments. The Customer Lifecycle Management (CLCM) Manager will lead the strategy and execution of multi-channel lifecycle programs to enhance customer engagement and retention, overseeing customer communications throughout the customer journey.

Financial ServicesReal Estate InvestmentVenture Capital

Responsibilities

Lead the full CLCM strategy from acquisition to win-back across email, SMS, direct mail, outbound calling, and integrations with other marketing channels

Use operational, behavioral, transactional, and demographic insights to identify opportunities that increase engagement, improve lead-to-move-in conversions, reduce churn, and strengthen the overall customer experience

Collaborate with cross-functional teams to align lifecycle messaging with pricing, promotions, branding, and broader business goals

Plan, build, QA, and launch automated journeys and one-time campaigns across email, SMS, direct mail, outbound calling lists, and API integrations with other marketing channels

Manage high-impact workflows including welcome/onboarding, reservation nurture, abandonment, upsells, renewals, re-engagement, and win-back

Ensure deliverability, brand consistency, and regulatory compliance (CAN-SPAM, TCPA, data privacy)

Establish scalable processes for QA, documentation, and cross-team alignment

Define and evolve segmentation strategy leveraging operational, behavioral, demographic, and transactional data across multiple systems

Understand how to create, pull, and validate segmented audience lists. Ensure that the right customers receive the right message at the right time

Implement personalization and dynamic content across lifecycle channels

Own structured testing (A/B and multivariate) to optimize messaging, creative, cadence, and channel mix; socialize insights to influence broader marketing strategies

Track and analyze KPIs across all lifecycle channels using ESP/CEP (Email Service Platform/Customer Engagement Platform) dashboards, GA4, Power BI, CRM, and internal reporting tools

Understand how CLCM programs ladder up to overall marketing performance goals and how to prioritize the scope, timing, and impact of CLCM campaigns to hit or exceed business results

Translate performance data into actionable insights that inform optimization, budget allocation, and forecasting

Create and deliver executive-level reports and recommendations for ongoing improvements across the customer journey

Oversee ESP/CEP operations, direct mail vendors, and outbound calling partners, ensuring high-quality execution and ROI

Ensure data integrity, workflows, and integrations with Marketing, IT, Product, and Development Teams to the right operational and marketing advertising systems

Standardize templates, documentation, operational processes, and lifecycle program standards to support scalable growth

Qualification

Customer lifecycle marketingESP/CEP platformsData analysisEmail/SMS marketingCustomer journey designHTML/CSS knowledgeClear communicationOrganizational skills

Required

3–5 years of experience in customer lifecycle marketing, CRM, customer marketing, or multi-channel email/SMS marketing

Experience designing end-to-end customer journeys, welcome onboarding flows, retention programs, and win-back strategies

Hands-on experience with leading enterprise level ESP or CEP Platforms such as Iterable, Braze, Klaviyo, MoEngage, Salesforce Marketing Cloud, or similar

Strong understanding of customer list creation, segmentation, journey automation, dynamic content, and customer data environments

Analytical capabilities with experience using GA4, ESP analytics, CRM data, and BI tools (Power BI). Able to translate insights into actionable strategies, test frameworks, and channel optimizations

Clear communicator with demonstrated success partnering across Marketing, Operations, Revenue Management, Brand, and BI

Highly organized, meticulous, and experience in QA processes for high-volume campaign environments

Working knowledge of HTML/CSS experience preferred for email template creation and adjusting

Preferred

Understanding of CDPs, segmentation systems (PRIZM, Connexions, Mosaic, Personicx, ElementOne, etc.), and how customer profile, behavioral, and attitudinal data are matched and appended (HH address, IP address, hashed emails, Device IDs, MAIDs, Cookies, etc.)

Prior experience with direct mail orchestration platforms (Lob, PostPilot, Postalytics) and print vendors, and SMS platforms (Twilio, Attentive, etc.)

Prior experience working with call center and outbound calling teams

Prior experience migrating and/or implementing ESPs/CEPs systems