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12 Jul 2024
Full-Time Head of Marketing Strategy and Transformation
Job Description
Who we Are
Oncourse Home Solutions (OHS) is a people-centric organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.5+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset—their home. Our passion for empowering customers to confidently run their households is what drives us. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse Super’—Successful, United, Progressive, Empathetic, Reliable. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that they’re in this together, to stay on course.
We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law.
Position Summary
We are seeking a Head of Marketing Strategy and Transformation to lead strategy, customer retention and partner marketing for the marketing department. This position, working with peers within marketing and elsewhere in the business, will identify, test and scale new marketing strategies that drive customer growth, customer LTV through increased retention and improved up-sell/cross-sell abilities. The Head of Marketing Strategy and Transformation will work with their peers within Marketing and across the business to define and execute the initiatives that achieve our customer retention goals. Additionally, this position will be responsible for working with the Strategic Partnership Group and the New Business Development team to articulate marketing programs for our partners to demonstrate the value of the partnership with Oncourse and drive customer growth by penetrating deeper into the customer bases of our partners.
Location Dynamics
The Head of Strategy & Transformation role is a critical leadership position inside Oncourse Home Solutions. The CMO strongly prefers having a Head of Strategy & Transformation who lives in the greater Chicagoland area but will consider someone who can commit to a disciplined and manageable commute that results in regular and consistent in person presence in both Naperville/Chicago office as well as Mt Laurel NJ.
Responsibilities include but not limited to:
Marketing Growth Strategy:
- Identify, test and scale new marketing strategies that will drive a) customer growth and b) increased customer lifetime value (CLTV).
- In collaboration with marketing peers and other senior leaders across Oncourse, manage initiatives from strategy to scoping to sizing to execution and implementation.
- Define experiments and work with the Commercial Finance function to size the opportunities, understand test results, and forecast business impact.
- Study competitors and other firms in membership/recurring revenue industries to identify best practices and test within Oncourse.
Customer Retention and Lifetime Value:
- Define strategies and execute initiatives, in close collaboration with the contact center and others within Oncourse, to achieve our customer retention goals.
- Define strategies and execute initiatives to identify opportunities to cross-sell and up-sell products to improve customer LTV through increased share-of-wallet.
- Create customer journey maps and mine customer insights to create customer segmentation that informs retention and monetization strategies.
- Work with data science team to build models to predict a customer’s likelihood to leave; create strategy to pre-emptively address these customers with offers and discounts.
- Manage retention strategy and execution.
Partner Marketing (B2B2C):
- Propose, in collaboration with the New Business Development team, a robust set of marketing strategies and tactics for prospective partners based on the partner’s needs, the needs of the partner’s customers, and marketing best practices. Design plans that bring to life Oncourse’s Partner Value Proposition.
- Define and execute, in collaboration with the Strategic Partnership Group team, marketing strategies and tactics for existing partners based on the partner’s needs, the needs of the partner’s customers, and marketing best practices.
- Prioritize strategies based on customer growth potential and business impact.
- Coordinate with Commercial Finance and the rest of the marketing team on the size of the opportunity tied to each marketing tactic and report out on the performance of those implemented.
- Act as the marketing partner to the GM’s of the partners with the aim of maximizing customer and revenue growth for each partner.
- Coordinate marketing activities/campaign details with the SPG and the rest of the marketing teams.
We’re Excited if This is You
- 15+ years in marketing and/or strategy roles.
- 5 + years of direct people management experience with a track record of consistently recognizing and rewarding excellent performance and addressing performance issues head-on, without delay.
- You will have track record of developing growth strategies via B2C performance channels resulting in meaningful acquisition growth in a business.
- You have the ability to be both strategic and execution-oriented. You have demonstrated success identifying new initiatives and seeing them through to completion/launch.
- You have strong analytical and communication skills.
- You have a strong understanding of unit economics and know how to deliver growth against LTV:CAC restrictions.
- Ideally you have membership or subscription marketing experience with a focus on retention.
- You have experience in B2B2C businesses and ideally have built marketing campaigns in collaboration with partners.
- Knows how to establish followership with direct and indirect reports.
Education (preferred and or required)
Bachelor’s Degree or comparable and relevant work experience required.
Certificates, Licenses, Registrations
N/A
Computer Skills Needed to Perform this Job
- Proficiency in Microsoft and Google Suites
Competencies
Directing Others – Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.
Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
Strategic Agility – Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Action Orientated – Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Organizational Agility – Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.
Building Effective Teams – Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Developing Direct Reports – Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each direct report’s career goals; constructs compelling development plans and executes them; pushes direct reports to accept developmental moves; will take direct reports who need work; is a people builder.
How to Apply
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