GENERAL SUMMARYThe AI Marketing Manager owns and evolves our AI platform, workflows, and agent interactions, a key component of our digital engagement strategy, while leading SMS marketing campaigns and owning performance reporting across SMS and AI agent channels.
This role sits at the intersection of marketing operations and conversational AI. You will own the quality, accuracy, and continuous improvement of every AI agent interaction -- monitoring conversations, designing dialogue flows, maintaining the knowledge base, and ensuring business workflows are accurately replicated within the agent environment. This role requires AI fluency, strong process orientation, and the ability to translate how our business works into intelligent, testable agent logic. Reporting to the SVP of CRM, this role partners closely with the Email & Lifecycle Marketing Manager and cross-functional stakeholders across operations, sales, and club management.
This is a full-time, in-office role with weekend support as needed
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.KEY RESPONSIBILITIESAI Agent Monitoring & Quality Assurance- Monitor AI agent conversations daily for accuracy, tone, brand alignment, and experience quality across both lead and member interactions.
- Identify and correct response errors, outdated information, and flow gaps; maintain a structured QA log and report on performance metrics including containment rate, escalation rate, and resolution quality.
- Conduct A/B testing of agent responses, designing alternate response paths, measuring resolution outcomes, and implementing improvements based on results.
Dialogue Flow Design & Evaluation- Design, build, and maintain dialogue trees and conversational flows that guide leads and members through accurate interactions.
- Partner closely with our AI platform vendor and their engineering team to develop dialogue flows and agent workflows, translating business requirements and use cases into clear, actionable specifications for technical implementation.
- Develop evaluation frameworks to stress-test new flows before they go live, validating accuracy, escalation logic, and user experience against defined quality standards.
- Test new intents and response paths in partnership with vendors and internal stakeholders; document outcomes and recommend improvements.
Knowledge Base Development & Workflow Replication- Own and maintain the AI agent knowledge base across FAQs, policies, member services, and promotional offers -- partnering with subject matter experts across operations, sales, and club management to source input, validate that business workflows are accurately replicated within the agent environment.
- Update promotional messaging monthly, or as campaigns change, ensuring the AI agent reflects active offers and current priorities.
Contact Strategy & Cross-Channel Cadence- Collaborate with the Email & Lifecycle Marketing Manager to define rules of engagement and contact strategy across all owned channels, including email, SMS, and AI agent.
- Own cadence governance for AI agent-initiated outreach: timing, frequency, suppression logic, and opt-out compliance.
- Ensure cross-channel contact coordination so lead and member communications feel cohesive and not duplicative.
SMS Campaign Execution & Channel Reporting- Own and execute SMS marketing campaigns, including strategy alignment, audience coordination, and deployment through the AI platform.
- Own performance reporting across both SMS and AI agent channels, tracking KPIs, surfacing trends, and flagging anomalies on a regular cadence.
- Conduct quarterly hindsight analysis for SMS and AI agent channels, extracting data, identifying performance trends, and delivering forward-looking recommendations.
MINIMUM QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each primary job function satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.QUALIFICATIONS- 3-4 years in digital marketing, marketing operations, or a customer-facing role with meaningful exposure to marketing technology or automation.
- Demonstrated hands-on experience with AI tools such as ChatGPT, Claude, or similar, applied professionally and not just personally.
- Strong process orientation: able to understand how a business workflow operates and translate it into structured, testable agent logic.
- Strong ability to define and document workflows and business requirements for technical teams.
- Experience designing or managing conversational flows, dialogue trees, and knowledge base content.
- Detail-oriented and systematic in quality review.
- Strong written communication skills; writes and refines knowledge base content that is accurate, clear, and on-brand.
- Comfortable building and iterating in an environment where tools and processes are actively evolving.
- Familiarity with SMS marketing platforms and chatbot tools.
SKILLS & KNOWLEDGE- Business and Management Principles - Knowledge of business and management principles involved in strategic planning, resource allocation, leadership, and coordination of people and resources. Includes the ability to interpret policy and think globally with an "out of box" perspective to achieve results autonomously.
- Policies and Regulations - Knowledge of company polices, federal, state, and local laws, government regulations and agency rules that pertain to properties managed.
- Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling services. This includes marketing strategy and tactics, and sales techniques.
- Problem Anticipation/ Deductive Reasoning - Ability to tell when something is wrong or is likely to go wrong and then apply general rules to specific problems to produce answers that make sense. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems and considers the relative costs and benefits of potential actions to choose the most appropriate one.
- Written Comprehension and Expression - Ability to read, understand and communicate information and ideas in writing so others will understand.
- Oral Comprehension and Expression -Ability to understand and communicate so others can understand ideas and information.
- Computer - Ability to develop and maintain computer records in Word, Excel and other software required by TBCC and regulatory agencies. Ability to develop tracking and report forms in Word and Excel as needed.
WORKING CONDITIONS/ PHYSICAL REQUIREMENTSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- This position may interact with outside personnel such as residents and clients, with contact in various forms such as in person, phone and email.
- This is a hybrid role.
- Extreme environmental conditions do not exist.
- It is sometimes necessary to deal with unpleasant or angry people with the need to problem solve difficult situations.
- It is necessary to adapt to a frequently changing environment.
- Sitting and standing is as needed.
- It may be necessary for the position to travel independently to property locations.
JOB DESCRIPTION REVISIONThis is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change. This job description replaces all previous descriptions for this position. 
