Principal, Brand Marketing - Media

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

Intercom is looking for a Principal-level Brand Marketing Manager with deep expertise in brand advertising and media strategy to help shape how the world experiences our brand.

This role owns the end-to-end development of high-impact brand campaigns, from insight and strategy through media planning, launch, and performance storytelling. You’ll lead Intercom’s brand media program, determining where and how we show up across channels like CTV, OOH, audio, publishers, display, and paid social—and ensuring every placement works harder to drive awareness, consideration, and long-term brand impact.

You’ll partner closely with Product Marketing, Demand Gen, and our in-house Brand Studio, as well as top-tier external agencies and media partners, to bring bold, memorable campaigns to life. Reporting directly to the Director of Brand Marketing, this is a highly visible role for a marketer who loves the intersection of creative, media, and measurable impact.

What will I be doing?

• Lead the execution of brand marketing campaigns to drive brand awareness and consideration, from insight identification, brief creation, planning, creative development, multi-channel execution, launch and post-campaign evaluation
• Lead Intercom’s brand media program to drive awareness and consideration, working with external media partners and internal media teams to develop media strategies across the full funnel
• Develop media plan recommendations for brand campaigns and oversee the execution of media buying across CTV, OOH, audio, publishers, display and paid social.
• Work with internal creative teams and agencies to drive creative development and ensure the brand comes to life in the best way for each content type and channel to achieve brand goals
• Collaborate with brand strategy, product marketing, performance marketing and content marketing teams to drive key campaigns and ensure cohesive brand messaging and alignment of initiatives
• Synthesize data and analytics to measure campaign effectiveness, gain insights and optimize campaigns for better performance

What skills do I need?

• 8+ years of experience in brand marketing, ideally half of which has been in a B2B SaaS environment.
• Demonstrated expertise managing and executing strategic & tactical, large-scale advertising campaigns across brand media channels (i.e. OTT/CTV, streaming audio, OOH, publishers and paid social).
• Experience in guiding multi-disciplinary and cross-functional marketing teams for campaign execution
• Strong analytical skills: advanced proficiency with spreadsheets and experience using analytics or BI tools (Looker, Tableau, etc.).
• A balance of strategic thinking and tactical execution—you know when to zoom out for the big picture and when to dive into the details.
• Analytical and curious by nature—you love digging into data, solving problems, and turning insights into actionable decisions.
• Clear and succinct written communication and comfort in presenting to executive audiences and cross-functional partners. Able to communicate complex work to both internal teams and external agencies.
• Thrive in a fast moving growth stage environment and comfortable operating with ambiguity

Benefits

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!

• Competitive {#salary}salary{/salary} and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

The base salary range for candidates within the {#location}San Francisco Bay Area{/location} is {#salary}$175,500 - $220,375{/salary}. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.