Senior Manager, Lifecycle Communications

Welcome to the intersection of energy and home services. At NRG, we’re all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers’ lives easier—helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

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The Senior Marketing Manager, Lifecycle Communications will lead the strategy, development and execution of customer lifecycle communications, driving engagement from onboarding through renewal. Overseeing a team of marketing managers, this role is responsible for ensuring and applying a strategic and cohesive approach to customer touchpoints, including transactional communications, account-related messaging, and promotional campaigns. The ideal candidate will collaborate cross-functionally with Go-To-Market, Customer Experience, and Product teams, to drive alignment, optimize messaging, and continuously optimize and elevate the impact of lifecycle communications. 

 

Job Summary 

 

• Customer Lifecycle Communications: Lead the strategy and execution of onboarding, transactional, and educational communications that reinforce brand value and improve customer engagement. 
• Renewal and Retention Communications: Develop and implement data-driven renewal strategies, personalized retention efforts, and proactive churn-prevention initiatives. 
• Team Leadership: Manage team of marketing managers that supports the project management and execution of lifecycle communications projects and initiatives. 
• Non-Commodity Product and Service Communications: Customer programs, additional products and promotions including paperless billing, average billing and “add-ons”. 
• Customer Experience & Service Communications: Oversee messaging related to production and billing issues or follow-ups including missing documents, overdrafts, fulfillment. Support lifecycle survey development and feedback loops. 
• Severe Weather and Crisis Communications: Oversee the management of urgent, real-time communications related to severe weather events, outages, and other crises, ensuring timely and clear customer updates 

 

Essential Duties/Responsibilities 

 

• Manage relationships across the organization to develop, plan, and execute customer communication strategies that drive engagement, retention, and lifetime value. 
• Own the strategic development and execution of customer touchpoints, ensuring a seamless experience across channels (email, SMS, in-app, direct mail, etc.). 
• Develop and optimize lifecycle marketing campaigns, leveraging customer segmentation, behavioral triggers, and personalization to enhance engagement 
• Define and execute renewal and retention strategies, using insights from customer data to develop targeted messaging and offers. 
• Collaborate closely with the Go-To-Market, Customer Experience, and Product teams to align messaging and campaign execution with broader business objectives. 
• Provide strategic leadership to identify marketing opportunities, improve messaging effectiveness, and implement action plans to meet business goals and objectives. 
• Oversee the management of severe weather and crisis communications, including outage notifications, safety alerts, and proactive customer messaging during emergencies. 
• Identify and implement test-and-learn scenarios to measure the effectiveness of lifecycle initiatives and optimize campaign performance. 
• Track, analyze, and report on key performance metrics, delivering insights that inform future strategies and drive measurable improvements. 
• Demonstrate thorough understanding of the industry, business, competitors and brands, and act as an important resource for intelligence and direction. Be seen as a trusted, strategic, and confident marketer. 
• Must think about consumer engagement and overall customer experience and is an advocate for the consumer. 
• Work closely and collaboratively with the cross-functional team to determine product/offer positioning, value proposition, naming, mes