AI Marketing Manager
About the role
The 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.
Responsibilities
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 Identify and correct response errors, outdated information, and flow gaps; maintain a structured QA log and report on performance metrics including containment rate, escalation rate, and resolution quality.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.
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.
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.
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.
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.
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
Policies and Regulations
Sales and Marketing
Problem Anticipation/Deductive Reasoning
Written Comprehension and Expression
Oral Comprehension and Expression
Computer
Other Compensation & Benefits
Club Membership
Competitive Compensation
Discounts on club services and amenities
Continuing Education
Community Involvement
Paid Time Off
Health Insurance