Customer Engagement Manager

About the Role

Key Responsibilities

• Own the strategy, planning, execution, and optimization of all email campaigns, including promotional, lifecycle, transactional, and triggered communications to support business goals.
• Develop and maintain a robust testing framework (A/B and multivariate) to continually optimize performance across subject lines, creative, messaging, send times, segmentation, and CTAs.
• Monitor campaign KPIs and deliver actionable insights to improve email performance, including engagement, deliverability, conversion rates, and ROI.
• Collaborate cross-functionally with creative, product, eCommerce, sales, and analytics teams to ensure campaigns align with broader marketing objectives and brand standards.
• Evaluate and improve audience segmentation strategies to deliver highly personalized and relevant messages at scale.
• Lead and mentor a team of email marketing professionals, providing direction, coaching, and development to grow skills and drive results.
• Partner with cross-functional teams to create compelling campaigns aligned with brand messaging and audience needs.
• Oversee list hygiene, data quality, and compliance with email regulations such as CAN-SPAM and GDPR.
• Leverage marketing automation platforms (e.g., Adobe Journey Optimizer, Marketo, HubSpot, Salesforce MarketingCloud, Braze, etc.) for campaign orchestration and lifecycle automation.
• Stay updated on emerging trends, tools, and technologies in email marketing to innovate and improve channel performance.

Requirements

• 5 years of experience in email marketing, with at least 2 years in a people management role.
• Deep knowledge of email best practices, deliverability, segmentation, personalization, and customer journey mapping.
• Proven track record of building and optimizing email campaigns that drive measurable business results.
• Experience managing A/B testing and deriving insights from data to inform creative and messaging strategies.
• Hands-on experience with major marketing automation platforms (e.g., Adobe Journey Optimizer, Marketo, HubSpot, Pardot, Salesforce MarketingCloud, Braze, Iterable).
• Familiarity with data enrichment tools and customer data platforms (CDPs).
• Strong understanding of HTML/CSS for email, email testing tools (e.g., Litmus, Email on Acid), and analytics platforms (e.g., Google Analytics, Adobe Analytics).
• Knowledge of email marketing compliance standards such as CAN-SPAM and GDPR.
• Excellent communication, collaboration, and project management skills.
• Experience in eCommerce or B2B industries.
• Ability to think strategically and execute tactically in a fast-paced environment.
• Experience driving innovation through email channels.

Nice to Have

• Experience in platform migration.
• Experience with email testing tools like Litmus or Email on Acid.

Qualifications

• Not explicitly specified in the description.

Benefits & Perks

• Not explicitly specified in the description.