Neighborhoods.com

• Own the day-to-day operations of our email program while also contributing meaningfully to strategy — segmentation logic, lifecycle architecture, deliverability health, and personalization frameworks that serve an audience with a longer consideration timeline and higher expectations for relevance than most. • Build and maintain behavioral segmentation models using first-party data, including search activity, geographic preferences, community saves, price range, time on site, and content engagement. • Create dynamic content rules within email templates that adapt messaging, images, and CTAs based on subscriber attributes and behavior — no two active adult buyers are identical. • Develop audience segments specific to distinct buyer profiles: the actively searching retiree, the pre-retirement planner 3–5 years out, and the adult child researching communities for a parent. • Partner with product and data teams to expand the behavioral signals available for targeting, and document segment definitions so the broader team can use them. • Monitor segment performance over time and refine definitions as buyer behavior evolves — especially as Gen X begins to enter the active adult audience in larger numbers.

• Provide warm, responsive support across email, chat, and phone • Build rapport with customers to understand their needs and guide them through the next step in their journey • Use scripts and tools to create a consistent, top-tier customer experience • Assign leads to the right partner agents or teams • Troubleshoot questions or concerns with clarity and care • Flag issues to the Customer Engagement Operations Team as needed • Jump in on additional tasks to help keep things running smoothly

• Lead the development of personalized email campaign content that includes geo and stage based personalization to drive customer conversion, working in close partnership with the customer growth, HubSpot execution team and Customer Engagement team • Build and execute a content calendar across blog and social channels — seasonal, monthly, and thematic — designed to speak to our customer personas to drive MQL engagement and support conversion • Develop regional, market-based and persona-based content strategies that support the sales team in moving customers through to close • Define content briefs, messaging frameworks, and campaign narratives that are handed off cleanly to execution teams • Oversee the creation, accuracy, and publication of community and property profile pages across 55places.com and Neighborhoods.com • Delegate day-to-day community page production to team members and contractors within the on-site content organization • Ensure community content is SEO-optimized, accurate, and published on schedule — while shifting your own time from production to strategy and quality oversight • Own the community content refresh roadmap, prioritizing markets and segments that drive the highest qualified customer impact • Identify and resolve structural workflow chokepoints that constrain content velocity • Lead the transition away from waterfall editorial processes toward an agile, audience-first content model • Evaluate, introduce, and champion modern content tooling — including AI-assisted creation, automation, and distribution platforms — to increase team output without proportional resource growth • Reduce over-reliance on ad hoc freelance production by building scalable, repeatable content systems • Align content themes to user intent, ensuring organic keywords/phrases/FAQs are featured to drive SEO, AEO, GEO • Directly manage and develop employees and contractors within the on-site content organization, with responsibility for performance, development, and workload across the team • Provide creative direction and content strategy guidance to the lifecycle email execution team (dotted line) • Partner leaders at the company including the Director of Sales and Director of Customer Engagement as a key stakeholder in campaign planning, lead nurturing strategy, and market content needs • Build a team culture rooted in creative excellence, revenue accountability, and continuous improvement

• Research and identify high-potential partnership opportunities in the active adult sector and support outreach to schedule meetings. • Independently lead discovery and pitch meetings with prospective rental partners to present the program, answer questions, and manage next steps through launch. • Conduct initial outreach and qualification for builder partnership opportunities, coordinating and scheduling meetings with the Director of Sales for Builder Partnerships once a prospect is ready for executive discussion. • Prepare internal market data and maintain presentation materials for partnership pitch meetings. • Coordinate partnership launches by working with content, tech, and marketing teams on community pages, lead routing, integrations, and promotions. • QA and test new partner community pages to ensure accuracy, functionality, and proper lead flow. • Support ongoing partner relationships through regular check-ins focused on lead quality, reporting, and new marketing opportunities. • Track outreach activity, partnership status, and key deliverables, and share updates during team meetings.