Sr. Manager, Customer Engagement & Decisioning

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?

Welcome to Neighborly—the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses. Our long-standing business, with over 40 years of experience, is focused on strategic innovation as we build the future of home and business services. Bring your ambition to the table as we unlock new doors together, taking your career to the next level.
 

Bring your experience and be empowered to innovate.

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

Neighborly® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal or state law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity and encouraged to be their authentic self.

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Brand:

Neighborly - USA Shared Services