Job Description

Become the newest member of our exciting team at SROA Capital as we redefine self-storage!

At SROA, we offer a career and opportunity to grow. We strongly believe in growing our talent and promoting within. We are proud to be honored as one of the TOP WORKPLACES of South Florida by the Sun Sentinel two years in a row.

SROA Capital is a vertically integrated private equity real estate and technology platform that has evolved into a global asset manager with a successful track record of providing risk adjusted returns to its partners through its focused strategy of investing in self-storage. SROA is headquartered in West Palm Beach, FL and has invested, redeveloped, and developed self storage across the risk spectrum in major and secondary markets across the United States under the brand Storage Rentals of America and the UK under the brand Kangaroo Self Storage with approximately 900 employees globally.

The Customer Lifecycle Management (CLCM) Manager owns the strategy, development, execution, and optimization of multi-channel lifecycle programs that drive prospect and customer engagement, lead conversions, retention, and long-term value. The candidate will oversee customer-facing communication across the end-to-end lifecycle of the customer journey - from acquisition to onboarding to winback, across email, SMS, direct mail, outbound calling, and other marketing channels, ensuring every touchpoint is personalized, timely, and impactful.

The ideal candidate blends strategic thinking with hands-on campaign execution, bringing a strong analytical mindset and the ability to translate insights into scalable, automated lifecycle programs that support revenue and occupancy goals. He/she will partner closely with Marketing, Revenue Management, Operations, Customer Service, and Marketing Analytics Teams to translate insights into measurable growth initiatives that improve the customer experience and business results across SROA’s footprint.

Duties and Responsibilities

Customer Journey Ownership

• 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.

Multi-Channel Campaign Management

• 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.

Segmentation, Personalization & Testing

• 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.

Performance Monitoring & Insights

• 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.

Platform, Data & Vendor Management

• 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.

Qualifications

• 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.

SROA Offers:

• Competitive pay with bonus potential
• UKG Wallet – on-demand pay option
• 100% paid medical coverage options for employee-only
• Dental and vision plans for optimal care
• Eight (8) paid holidays
• Generous Paid Time Off (PTO), increasing with years of service
• Paid Maternity and Parental Leave for growing families
• 401(k) with substantial employer match and 100% immediate vesting
• Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and Dependent Care Flexible Spending Accounts (DCFSA) for tax-advantaged savings
• GAP Insurance for added financial protection
• Employer-paid Life Insurance and Short-Term Disability coverage
• Long-Term Disability (LTD) coverage for added peace of mind
• Pet insurance – because your pets are family too
• Storage Discounts to help you declutter and organize
• Access to Voluntary Benefits for personalized coverage
• Learning and development opportunities to maximize your potential and excel in your career
• A great culture that values collaboration, innovation, and inclusivity

SROA is an Equal Opportunity employer and uses the federal government E-Verify system to verify employment eligibility.