Sr. Manager, Customer Engagement & Decisioning

About the role

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. Join Neighborly, the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses.

Responsibilities

• 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.

Requirements

• 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

Qualifications

• Bachelor's degree in Marketing, or a related field

Skills

• CRM, lifecycle, or marketing automation experience
• Enterprise automation platforms
• AI-driven personalization
• Data governance and martech excellence
• Operational excellence

Benefits

• Competitive Pay: Commensurate with experience
• Full-time, Monday – Friday, 8 AM – 5 PM local time zone
• Financial Benefits: Equity and bonus opportunities
• Neighborly | Benefits Guide

Pay

Commensurate with experience

Schedule

Hybrid working model; Monday-Wednesday in office, Thursday/Friday from home.

Location

• 500 E John Carpenter Fwy, Irving, TX
• 1010 N University Parks Drive, Waco, TX

Company

Neighborly - USA Shared Services