Director, Lifecycle Marketing

Sila Services | King of Prussia, PA  

Department: Marketing
Reports To: Chief Marketing Officer (CMO)
Employment Type: Full-Time

Sila Services is a leading home services platform supporting more than 40 HVAC, plumbing, and electrical brands across the Northeast, Mid-Atlantic, and Midwest. We're committed to delivering exceptional customer experiences, investing in our people, and helping our local brands grow while maintaining the trusted relationships they've built in their communities.

Sila Services is looking for an experienced, hands-on Director of Lifecycle Marketing to lead the strategy, development, and execution of customer engagement and retention programs across our growing family of brands.

This is an exciting opportunity for someone who loves both building strategy and rolling up their sleeves to execute. You'll develop scalable customer journeys, create automated marketing campaigns, and identify opportunities to increase customer retention, membership renewals, cross-selling, and revenue.

You'll play a key role in creating consistent marketing practices across our brands while allowing each business to maintain its unique local identity.

We're looking for a builder, not just a strategist. Someone who has personally developed marketing automation workflows, understands how to turn customer data into actionable campaigns, and can demonstrate measurable business results.

• Develop and implement a consistent customer journey across our brands, from initial lead engagement through service follow-up, repeat business, and customer reactivation.

• Identify opportunities to improve conversion, retention, and customer lifetime value.

• Build and execute email, SMS, and other customer communication campaigns that engage customers at the right time.

• Partner with sales and operations teams to improve lead follow-up and customer engagement.

• Build, manage, and optimize automated marketing workflows, including lead nurturing, cross-selling, membership renewals, and customer win-back campaigns.

• Develop targeted campaigns that introduce existing customers to additional HVAC, plumbing, and electrical services.

• Create membership onboarding, engagement, and renewal programs that increase retention and recurring revenue.

• Use customer behavior, service history, and segmentation to deliver personalized messaging.

• Develop targeted content calendars and communication strategies based on customer needs and seasonal opportunities.

• Create campaigns around seasonal maintenance, weather preparation, homeownership milestones, and other relevant customer events.

• Ensure messaging is consistent, engaging, and aligned with each brand's voice.

• Establish marketing best practices, SOPs, templates, and campaign playbooks that can be implemented across 40+ brands.

• Balance company-wide marketing standards with the needs of individual markets.

• Train and support local marketing and operations teams on campaign execution and optimization.

• Collaborate with regional and local leadership to improve adoption and performance.

• Own and optimize marketing automation platforms, including workflows, integrations, segmentation, and database management.

• Evaluate existing marketing tools and identify opportunities to improve efficiency, reduce costs, and standardize processes.

• Partner with IT and Operations to ensure accurate customer data and seamless integration between marketing platforms and CRM systems.

• Maintain strong email and SMS deliverability, database hygiene, and compliance practices.

• Establish and track key lifecycle marketing metrics, including customer retention, membership renewals, cross-sell revenue, and customer lifetime value.

• Measure campaign performance, including engagement, conversion, and revenue attribution.

• Build dashboards and reporting that provide clear visibility into marketing performance.

• Partner with Finance and leadership to evaluate campaign ROI and identify opportunities for improvement.

Required Qualifications

• 10+ years of experience in lifecycle marketing, CRM marketing, marketing operations, or marketing automation.

• At least 3 years of leadership experience.

• Strong hands-on experience building and managing marketing automation workflows and campaigns.

• Proven success developing email, SMS, and other customer engagement campaigns that drive measurable revenue.

• Experience mapping customer journeys and improving conversion, retention, and engagement.

• Ability to develop scalable marketing programs across multiple locations, brands, or business units.

• Strong analytical skills with experience tracking campaign performance, customer lifetime value, and revenue attribution.

• Experience with customer segmentation, personalization, and automated campaign triggers.

• Excellent communication and collaboration skills, with the ability to influence teams across multiple business units.

• Bachelor's degree or equivalent relevant professional experience.

Preferred Qualifications

• Experience in home services, HVAC, plumbing, electrical, field services, franchise operations, or other multi-location consumer businesses.

• Experience with ServiceTitan, particularly ServiceTitan Marketing Pro.

• Background developing membership, maintenance plan, or recurring service marketing programs.

• Knowledge of SMS marketing compliance, including TCPA regulations.

• Advanced degree preferred.