Customer Engagement Manager

Rochelle Park, NJ 07662

Posted: 11/01/2019 Industry: Clerical Job Number: 9291

Job Description

Our client is looking for someone focused on all aspects of email campaign performance, from measurement of email KPIs and trends to assessing the broader business impact. Over time, the employee will grow into handling some aspects of customer engagement. The overall marketing team is responsible for attracting and nurturing members to shop with our network of over 4, 500 retail clients. This role plays a pivotal part in supporting and optimizing campaigns delivered to the client s members on behalf of the retail clients.


  • Deliver member communication campaigns in support of client marketing plans

  • Own and innovate on email strategy, setting goals and creating tests to continuously improve the channel.

  • Own all email sends and list health, including email vendor setup and oversight, customer targeting, and QA to ensure all emails deploy correctly

  • Create and manage email calendar to align with various goals

  • Test and optimize program elements to continuously improve KPIs, including email productivity, cost per acquisition, open rates, click through and unsubscribe rates

  • Own all automated service emails such as welcome journey, triggered and lifecycle email programs; constantly evaluate, analyze and optimize

  • Develop the email marketing communication strategy to engage and retain members of the US website; including commissioning insights into the cash back market and member behavior, outlining the member contact strategy and optimizing user experience

  • Manage the Marketing Engagement and Retention team; includes outlining the schedule of work, supervision, recruitment, training and development

  • Segment behavioral data and make appropriate list selections for targeted email campaigns

  • Monitor and maintain a strong email server reputation, with technical support from our Business Insights team

  • With a data-driven mind-set, monitor overall daily performance and trends (clicks, sign-ins, foreign traffic, MOM/YOY comparisons, individual merchant performance)

  • Optimize performance and establish a culture of continuous improvement within the team by maintaining a structured test plan


  • Educated to degree level with a strong passion and hands-on experience with email marketing; understanding of other marketing mix a plus

  • 5+ years in email marketing, driving channel optimization and insights in either agency or client-side role

  • Excellent understanding of email marketing concepts such as targeting, deliverability, copywriting, spam traps, sender reputation, feedback loops and other KPIs

  • HTML and image editing skills

  • Proficient with Adobe Creative Suite: Photoshop and Dreamweaver

  • Experience working with both in-house and third-party email systems

  • Advanced Excel skills

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