Job Overview We are seeking a strategic, data-driven
Program Manager of Digital Engagement to lead our B2C and client digital engagement strategy across the full customer lifecycle. This role is responsible for driving awareness, onboarding, engagement, retention, and lifetime value through personalized, omnichannel digital experiences. The ideal candidate blends marketing, product thinking, lifecycle strategy, and analytical expertise to create meaningful customer connections that drive measurable business outcomes.
Essential Duties & Responsibilities:Digital Engagement Strategy
- Develop and execute a comprehensive B2C digital engagement framework and customer adoption strategy aligned to company customer engagement objectives.
- Partner with teams to identify opportunities to increase product usage, engagement and customer health
- Oversee digital customer programs across email, SMS, push notifications, in-app messaging, social, and web personalization.
- Define segmentation frameworks and personalization strategies to improve engagement and relevance.
Customer Lifecycle & Retention
- Design lifecycle journeys from acquisition through retention and advocacy.
- Optimize programs that accelerate customer onboarding, engagement, win-back, and loyalty.
- Increase customer lifetime value (LTV) through data-informed engagement tactics.
Data & Performance Optimization
- Establish KPIs and reporting dashboards to measure engagement, retention, and revenue impact.
- Leverage customer feedback, A/B testing, experimentation, and behavioral analytics to continuously optimize digital engagement programs .
- Translate data insights into actionable strategies and executive-level reporting.
Core Competencies - Customer-obsessed mindset
- Strategic thinker with strong execution skills
- Data-driven decision maker
- Strong communicator and influencer
- Highly collaborative and cross-functional
- Growth-oriented and experimental
Requirements and Skills: - 5-7 years of experience in customer engagement, customer success operations, B2C digital marketing, or digital engagement.
- Experience driving customer adoption, retention, engagement or lifecycle programs in SaaS technology, insurance, healthcare, retail, or consumer tech industries.,
- Experience building and scaling digital customer journeys and engagement programs
- Hands on experience with customer engagement and marketing automation platforms (e.g., Salesforce Marketing Cloud, Marketo, Gainsight Journey Orchestrator, Send Grid, etc.).
- Strong analytical skills with hands-on experience in experimentation and performance optimization.
- Experience building cross-functional programs and initiatives in a fast-paced environment.
- Familiarity with customer data platforms (CDPs), behavioral analytics tools, and personalization engines.
- Experience with Pendo and engaging with customers through a digital platform is a plus
- Strong communication, presentation, and management skills.
- Exceptional self-starter skills and ability to manage issues and projects to completion.
- Proven leadership, oral/written communication, and problem-solving skills.
- Solid PC skills including thorough knowledge of MS Word, PowerPoint, Excel.
- Ability to explore ways to improve and promote quality, accuracy, and thoroughness.
Education, or equivalent: - Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience
CompensationWe will disclose intended pay ranges in our job ads for US-based opportunities - This role can be performed 100% remote anywhere in the US.
Anticipated Pay: $110,000 Annually USDTotal compensation includes US employee benefits and annual bonus eligibility.
Benefits we offer:- Health, Dental & Vision Insurance *
- 401 (k) + Employer Match *
- Unlimited PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off
- STD, LTD & Group Life Insurance
- Paid Parental Leave
- Pet Insurance
- FSA & HSA Options
- Employee Assistance Program
Perks we offer:- Remote Work
- Career Advancement & Professional Development Opportunities
- Employee Recognition
- LinkedIn Learning Platform
