CRM Manager (1330)

CRM Manager

South Park Home Office - Charlotte, NC 28210

Job Description

CRM Manager | Ripple Fiber

We are looking for a CRM (Customer Relationship Management) Manager to join our growing team.

About Ripple Fiber

At Ripple Fiber, we deliver more than high-speed internet. We're creating a ripple effect by producing opportunities and brighter futures for the residents of the communities we serve. Join America's most innovative, industry-leading fiber internet company, and help shape the future.

We believe the biggest wave starts as a ripple.

About our culture

We are a dynamic, fast-growing, and innovative company driven by ambitious self-starters with entrepreneurial mindsets. Our fast-paced environment fosters creativity, collaboration, and initiative. We are people-centric, placing strong emphasis on employee experience, career growth, and professional development.

About the role

Ripple Fiber is seeking a strategic and execution-oriented CRM Manager to lead customer lifecycle communications and engagement strategies across our growing subscriber base. This role will be responsible for developing and deploying CRM programs that drive customer loyalty, retention, engagement, advocacy, and revenue growth.

The ideal candidate understands how to use data, segmentation, automation, and messaging to strengthen customer relationships and improve long-term customer value. This individual will help build the communication strategies, campaign frameworks, and operational processes that keep customers informed, connected, and engaged throughout their lifecycle with Ripple Fiber.

This role will work closely with Marketing, Sales, Customer Experience, Analytics, Product, and Operations teams to ensure customer communications are timely, relevant, measurable, and aligned with broader business objectives.

Responsibilities:

• Develop and manage CRM strategies across the full customer lifecycle, including onboarding, engagement, retention, advocacy, win-back, cross-sell, and upsell initiatives.
• Build segmented communication strategies based on customer behavior, tenure, product mix, engagement, and lifecycle stage.
• Develop customer contact strategies that improve loyalty, reduce churn, and increase customer lifetime value.
• Support the creation of referral, advocacy, and retention messaging programs that strengthen customer relationships and brand affinity.
• Help establish CRM governance, communication calendars, and customer journey frameworks across the organization.
• Build, deploy, and optimize multi-channel CRM campaigns across email, SMS, push notifications, and other customer communication channels.
• Coordinate campaign execution across acquisition, retention, service, operational, and promotional communications.
• Partner with Creative and Brand teams to ensure messaging is customer-centric, clear, and aligned with Ripple Fiber's voice and positioning.
• Manage campaign scheduling, audience segmentation, testing, and deployment processes.
• Ensure operational accuracy and compliance across all customer messaging initiatives.
• Monitor customer engagement trends and identify opportunities to improve retention, loyalty, and product adoption.
• Develop targeted campaigns designed to increase feature utilization, customer satisfaction, referrals, and premium product adoption.
• Support churn mitigation and win-back efforts through proactive and reactive communication strategies.
• Partner with Customer Experience and Operations teams to improve communications during key customer moments, including installation, service updates, outages, billing, and support interactions.
• Track and report CRM campaign performance, including open rates, click-through rates, conversion rates, churn reduction, engagement lift, and revenue contribution.
• Analyze customer behavior and campaign performance to identify optimization opportunities.
• Develop reporting dashboards and lifecycle performance metrics for leadership visibility.
• Partner with Analytics teams to improve segmentation, targeting, and personalization capabilities.
• Use testing methodologies to continuously improve messaging effectiveness and customer outcomes.

Qualifications:

• Strong hands-on experience with HubSpot CRM and HubSpot Marketing Hub, including workflow automation, segmentation, campaign deployment, reporting, and lifecycle management.
• Bachelor's degree in Marketing, Communications, Business, Analytics, or related field.
• 5+ years of experience in CRM, lifecycle marketing, customer retention, email marketing, or customer engagement roles.
• Experience in telecommunications, broadband, subscription services, SaaS, or other recurring revenue businesses strongly preferred.
• Strong understanding of customer segmentation, lifecycle marketing, and campaign measurement.
• Analytical mindset with the ability to translate customer data into actionable marketing strategies.
• Excellent project management and cross-functional collaboration skills.
• Strong written communication and customer messaging capabilities.
• Ability to manage multiple campaigns and priorities in a fast-paced, high-growth environment.

What Success Looks Like

• Customers receive timely, relevant, and engaging communications throughout their lifecycle with Ripple Fiber.
• CRM programs drive measurable improvements in retention, customer engagement, referrals, cross-sell, and upsell performance.
• Customer communications become more personalized, segmented, and operationally coordinated across the business.
• Leadership gains greater visibility into customer behavior, lifecycle trends, and campaign effectiveness.
• Ripple Fiber strengthens customer loyalty and long-term value through a more connected and proactive customer experience.

We offer competitive pay, comprehensive health benefits, 401(k) with company match, and a supportive work environment where innovation and teamwork thrive. If you're passionate about making a difference and being part of a community-focused company, Ripple Fiber is the place for you.

Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.