Customer Lifecycle Marketing Manager

Brief Description of Sunnova

Sunnova (NYSE: NOVA) is an industry-leading adaptive energy services company focused on making clean energy more accessible, reliable, and affordable for homeowners and businesses.

At Sunnova, we embrace diverse perspectives, vibrant creativity and forward-thinkers who share our zeal for a sustainable future. A career with us means pushing beyond traditional limits, exploring new horizons, collaborating with like-minded peers, and transforming the energy industry for the better.

If you're excited about being a part of the fastest-growing segment of the energy industry, we encourage you to apply!

The CUSTOMER LIFECYCLE MARKETING MANAGER Position

Sunnova Energy is seeking a marketing leader to take our end-to-end Customer Experience to the next level. Reporting to the Sr Manager, Customer Lifecycle Marketing, this individual will drive end-to-end ownership of the email customer journey and overall Sunnova experience. The Customer Lifecycle Marketing Manager will improve and execute an email communication marketing strategy to onboard, deepen and drive advocacy over the life of the customer for our various product lines.

The selected candidate will be dedicated to managing the customer lifecycle experience and working cross-functionally to implement. The Manager will own the customer lifecycle experience, including all customer communications, contribute to customer experience initiatives, and assist with CSAT and NPS efforts.

As part of the marketing team, this role will seek to optimize all go-to-market tactics through experimentation, data, insights and continuous improvement approaches. The Manager will also analyze data and drive insights from customer feedback to share internally and across the partner networks to help identify growth opportunities, improve product and processes. Experience in Marketing Cloud is required.

MANAGER, CUSTOMER LIFECYCLE MARKETING Responsibilities

• Prioritizes the most critical gaps in providing an enjoyable customer experience; leads development of roadmap to address root-causes and redesign email journeys.

• Measures, tracks and drives customer satisfaction and advocacy throughout the lifecycle by analyzing customer engagement data, call center feedback and NPS feedback.

• Develops and enhances the customer journey, incorporating concepts of personalization, ease of use, cross-sell, and upsell.

• Supports the organization to deliver an externally facing customer platform to increase level of business with customers, automate processes and gain insights into the customer behavior.

• Supports internal partners by sending ad hoc email communications and campaigns to increase cash flow, increase system activations and reduce calls to customer care.

• Drives lead generation with upsell and cross-sell campaigns to current customers to meet quarterly and annual lead goal.

• Assists with online review request efforts, listening to what is being voiced about Sunnova online and incorporating feedback into future programs.

• Practices methodologies for conducting advanced customer analytics and applying customer insights for key company initiatives.

• Creates and presents business cases and actionable recommendations around improving customer retention and satisfaction based on consumer insights on a variety of relevant industry, competitive, product, market, and environmental factors.

• Works closely with internal departments to develop strategy, automation & execution for marketing automation programs.

• Manages integration of data between marketing automation tools.

• Presents monthly progress and goals moving forward to Executive VP, Chief MKT & Growth Officer and other executive leadership.

Reports to: Senior Manager, Customer Lifecycle Marketing

Minimum Requirements

• Education required: Bachelor’s degree with emphasis on communications, marketing, or business

• Minimum years of experience required:8+ years of customer marketing experience

• Intermediate to advanced enterprise level experience with marketing automation software and email tools (Salesforce Marketing Cloud), especially Email Studio and Journey Builder in Marketing Cloud

• Experience with the stages of a sales funnel and customer lifecycle

Preferred Qualifications

• 3-5 years’ experience in the energy market, preferably with a publicly listed company

• Understanding of SQL

• Technical knowledge of the latest digital marketing tools and channels, including Marketing automation platforms

• Understanding or experience with Einstein Analytics or Dataroma reporting

• Fluency in Spanish

Additional Knowledge, Skills and Abilities:

• Able to analyze data and make strategic suggestions including database segmentation and web analytics.

• Strong project management skills and attention to detail

• Passion for problem-solving, learning and educating others

• Strong empathy for customers and passion for revenue and growth

• Excel knowledge required to manage lists, data extensions and reporting

• Experience with HTML coding

• Able to leverage strong communication skills to foster collaborative relationships and deliver ongoing updates and presentations

• Able to adjust to changing demands and shifting priorities

• General knowledge of net promoter score and how to measure and track

Location:

• Houston, TX or remote

Benefits:

Sunnova offers a generous employee reward package that includes:

• Comprehensive benefits

• Competitive compensation & annual bonus

• Paid time off, including 10 holidays and Paid Parental Leave

• Cell phone allowance for many roles

• Free access to onsite fitness center in Houston and/or discounted fitness memberships through health provider

• Complimentary garage parking in Houston

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

We appreciate the capabilities of artificial intelligence (AI), and we are looking to hire real people. If you use AI for any part of the job application process, we highly encourage that you review any AI generated content to ensure your personality and unique capabilities are highlighted. We reserve the right to disqualify candidates that we reasonably believe solely relied on AI generated content in the application process.

If you are selected for a position, your employment will be contingent upon submission to and successful completion of a post-offer/pre-placement drug test (and medical examination if required by the role) as well as pre-placement verification of the information and qualifications provided during the selection process.