Customer Lifecycle Management (CLCM) Manager

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 da