[Remote] Director, Customer Marketing & Intelligence

Note: The job is a remote job and is open to candidates in USA. Housecall Pro is a company dedicated to supporting home service professionals across America. As the Director of Customer Marketing & Intelligence, you will lead the Pro lifecycle, utilizing data-driven strategies to enhance customer engagement and retention while collaborating with various teams to maximize lifetime value.

Responsibilities

• Define and articulate the strategic vision for the end-to-end Pro journey, ensuring alignment with HCP’s growth and retention objectives
• Oversee the development of AI-first programs in partnership with Sales and Product to nurture prospects through the early enrollment journey
• Design and execute multi-channel onboarding experiences that drive fast time-to-value and early Pro engagement
• Partner with Sales and Success leaders to drive expansion in LTV via automated upsell and proactive retention strategies
• Lead the team in executing segment-specific strategies to drive growth and deeper penetration in priority customer segments
• Collaborate with MarTech and Tooling teams to stand up a scalable, AI-driven toolset for personalized programs across email, SMS, and in-app channels
• Establish KPIs and metrics to monitor conversion, activation, and churn, making data-driven adjustments to improve outcomes
• Oversee the strategy and execution of the Pro-to-Pro referral program to drive organic acquisition
• Encourage a culture of innovation by continuously testing, learning, and optimizing through high-velocity experimentation
• Serve as the key representative for lifecycle strategy at executive meetings, advocating for the systems and partnerships needed to scale

Skills

• 7–12+ years of experience in growth marketing, lifecycle marketing, or CRM, ideally within a SaaS or marketplace business
• Experience in data-driven marketing and analytics
• Track record of impacting customer metrics like retention, lifetime value, and conversion
• Deep omni-channel fluency across email, SMS, in-app, push, and chat (i.e. CRM tools, Marketing Automation Platforms, CMS)
• Proven experience driving team efficiency or output quality through the strategic use of AI tools and automation
• Previous experience managing and building high-performing marketing teams
• Strong analytical orientation with the ability to move from customer insight to execution briefs
• Experience with SMB customer bases or field services/trades audience is a strong plus
• Bachelor's degree or equivalent work experience
• Track record of integrating AI and emerging technologies into organizational strategy and operations to accelerate innovation and scale
• Hands-on experience with AI or ML-driven lifecycle tools (i.e. predictive churn models, propensity models, next-best-action agents)
• Systems thinker who can bring momentum to complex, multi-stakeholder initiatives
• High level of ownership and an obsession with finding friction-less solutions for our Pros
• Analytically rigorous and customer-obsessed; able to zoom out to strategy and zoom in to campaign details

Benefits

• A generous benefits program that supports the whole you with medical, dental, vision, life, disability, and 401(k)
• Paid holidays and flexible, take-it-as-you-need-it paid time off
• Equity in a rapidly growing startup backed by top-tier VCs
• Monthly tech reimbursements
• Health care insurance (medical, dental, vision, disability)
• Employee assistance program
• 401(K)
• Flexible time off
• Paid parental leave
• Tech reimbursement
• Other company benefits

Company Overview