Sr. Manager, Customer Engagement & Decisioning

Are you looking for a place where you can bring your experience owning end-to-end customer journey strategy and marketing automation ecosystems, while leading the vision and execution for AI-driven decisioning, CRM personalization, and cross-channel engagement?

As a Sr. Manager, Customer Engagement & Decisioning on the Digital Marketing team, a typical day for you will include:

Customer Journey Strategy & Lifecycle Ownership:
• Own the full customer lifecycle strategy from lead intake through service, repeat purchase, loyalty, and win-back, ensuring each stage is optimized for engagement and revenue growth.
• Identify customer "moments that matter" and architect intelligent, cross-channel journeys that drive conversion, retention, and lifetime value.

Journey Orchestration & Marketing Automation:
• Design, build, and continuously optimize automated lifecycle programs across email, SMS, and emerging channels, ensuring timely and personalized customer experiences.
• Translate business objectives into scalable, automated marketing use cases aligned to growth priorities.
• Develop and maintain a roadmap for automation, segmentation, triggers, and next-best-action decisioning.

AI-Driven Personalization & Decisioning:
• Leverage Braze, Broadly, and next-generation AI and decisioning tools to deliver dynamic content, predictive triggers, and individualized customer paths.
• Introduce and scale AI-powered capabilities such as predictive churn models, propensity scoring, and real-time decisioning.

Cross-Functional Collaboration & Leadership
• Partner with Brand, Analytics, Legal, Technology, Operations, and field teams to ensure journeys, messaging, and data flows are customer-centric and compliant.
• Act as the engagement SME across the organization, influencing strategy and ensuring alignment across teams.
• Lead and develop contract or vendor resources supporting campaign and automation execution.

Performance Measurement & Optimization
• Establish and own KPIs tied to revenue, conversion, retention, customer satisfaction, and lifetime value.
• Use analytics and experimentation frameworks (e.g., A/B and multivariate testing) to measure performance and drive continuous optimization.
• Report out insights, performance, and opportunities to senior leadership.

Data Governance & Martech Excellence:
• Ensure data quality, segmentation frameworks, and permissioning rules are consistently applied across all journeys.
• Partner with Technology/CRM teams to enhance platform capabilities, integrations, and scalability of the engagement ecosystem.
• Maintain documentation and standards for journey architecture, triggers, and automation logic

Operational Excellence:
• Oversee campaign QA, compliance review, and operational best practices to ensure accuracy and brand-safe execution.
• Manage relationships with external partners, agencies, or contract resources.
• Perform other duties as required, including assignments outside the primary job classification as business needs evolve.

Bring your skills and be inspired to achieve success.

(Required qualifications)

• Experience:
• 7+ years in CRM, lifecycle, or marketing automation
• Hands-on experience with enterprise automation platforms
• Strong analytical and performance mindset
• Comfort operating in ambiguity and scaling programs
• Experience with AI-driven personalization preferred
• Education:
• Bachelors degree in Marketing, or a related field
• Schedule / in-office requirements:
• Hybrid working model; Monday-Wednesday in office, Thursday/Friday from home.
• Our office locations are:
• 500 E John Carpenter Fwy, Irving, TX
• 1010 N University Parks Drive, Waco, TX

Bring your goals and be enabled to reach them.

• Competitive Pay: Commensurate with experience
• Schedule: Full-time, Monday - Friday, 8 AM - 5 PM local time zone
• Benefits: Check out our benefits offerings here: Neighborly | Benefits Guide
• Financial Benefits: Equity and bonus opportunities

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Brand:
Neighborly - USA Shared Services