Senior Manager, Customer Engagement

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?

The Sage Group’s client, the hub of service brands that connects customers to top-notch local experts who repair, maintain, and enhance homes and businesses, is searching for a Sr. Manager, Customer Engagement. Bring your experience and be empowered to innovate.

• 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.

• 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.

• 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.
• 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.

• 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.

• 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.

• 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

• 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.

• 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

6 Months; strong potential for conversion

Dallas, Texas (hybrid schedule upon conversion)