Manager, Customer Engagement & Decisioning

Neighborly®•Irving, TX

4d•Hybrid

About The Position

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 Manager, Customer Engagement & Decisioning on the Digital Marketing team, a typical day for you will include: Customer Journey Strategy & Lifecycle Ownership: Support the development and execution of customer lifecycle strategies from lead intake through service, repeat purchase, and retention. Help identify key customer “moments that matter” and translate them into effective, actionable journey touchpoints. Journey Orchestration & Marketing Automation: Build, launch, and optimize automated lifecycle campaigns across email, SMS, and other channels. Translate business requirements into campaign logic, segmentation, and automation workflows. Maintain and enhance existing journeys, ensuring they are functioning as intended and continuously improving performance. Personalization & Campaign Execution: Leverage platforms such as Braze and Broadly to deliver personalized messaging and dynamic content. Execute segmentation and targeting strategies to improve engagement, conversion, and customer experience. Assist in implementing predictive and rules-based decisioning within campaigns. Cross‑Functional Collaboration: Partner with Brand, Analytics, Legal, and Technology teams to ensure campaigns are aligned, compliant, and data-driven. Work closely with internal stakeholders to gather requirements, provide updates, and ensure timely execution. Coordinate with vendors or agencies supporting campaign production and deployment. Performance Measurement & Optimization Monitor and report on campaign performance across key KPIs such as delivery, engagement, conversion, and revenue. Support A/B testing and experimentation efforts to improve campaign effectiveness. Identify optimization opportunities and implement improvements based on data insights. Data & Martech Operations: Ensure audience segmentation, data quality, and campaign inputs are accurate and properly configured. Partner with CRM and data teams to validate data flows and troubleshoot issues. Maintain documentation for campaigns, journeys, and operational processes. Operational Execution & QA: Execute campaign QA processes to ensure accuracy, compliance, and brand alignment prior to launch. Manage campaign timelines, approvals, and deployment schedules. Support operational best practices across marketing automation workflows.

Requirements

5+ 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
Bachelors degree in Marketing, or a related field

Nice To Haves

Experience with AI-driven personalization preferred

Responsibilities

Support the development and execution of customer lifecycle strategies from lead intake through service, repeat purchase, and retention.
Help identify key customer “moments that matter” and translate them into effective, actionable journey touchpoints.
Build, launch, and optimize automated lifecycle campaigns across email, SMS, and other channels.
Translate business requirements into campaign logic, segmentation, and automation workflows.
Maintain and enhance existing journeys, ensuring they are functioning as intended and continuously improving performance.
Leverage platforms such as Braze and Broadly to deliver personalized messaging and dynamic content.
Execute segmentation and targeting strategies to improve engagement, conversion, and customer experience.
Assist in implementing predictive and rules-based decisioning within campaigns.
Partner with Brand, Analytics, Legal, and Technology teams to ensure campaigns are aligned, compliant, and data-driven.
Work closely with internal stakeholders to gather requirements, provide updates, and ensure timely execution.
Coordinate with vendors or agencies supporting campaign production and deployment.
Monitor and report on campaign performance across key KPIs such as delivery, engagement, conversion, and revenue.
Support A/B testing and experimentation efforts to improve campaign effectiveness.
Identify optimization opportunities and implement improvements based on data insights.
Ensure audience segmentation, data quality, and campaign inputs are accurate and properly configured.
Partner with CRM and data teams to validate data flows and troubleshoot issues.
Maintain documentation for campaigns, journeys, and operational processes.
Execute campaign QA processes to ensure accuracy, compliance, and brand alignment prior to launch.
Manage campaign timelines, approvals, and deployment schedules.
Support operational best practices across marketing automation workflows.