Neighborly® · 2 weeks ago
Sr. Manager, Customer Engagement & Decisioning
Irving, TX
Full-time
Hybrid
Senior Level
7+ years expNeighborly is the hub of service brands that connects customers to top-notch local experts for home and business services. They are seeking a Sr. Manager, Customer Engagement & Decisioning to lead customer journey strategy and marketing automation, while driving AI-driven decisioning and CRM personalization.
Business DevelopmentFranchiseManagement ConsultingService Industry
Responsibilities
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
Qualification
Required
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
Bachelors degree in Marketing, or a related field
Hybrid working model; Monday-Wednesday in office, Thursday/Friday from home
Benefits
Check out our benefits offerings here: [Neighborly | Benefits Guide](https://myneighborlybenefits.com/)
Equity and bonus opportunities
Company
Neighborly®
Neighborly brands repair, maintain, and enhance properties — to make life easier and more enjoyable for homeowners.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2021-07-09Acquired
Leadership Team
Michael A Davis
Chief Executive Officer
Mike Bidwell
President and CEO
Recent News
2025-05-20
2023-10-16
Company data provided by crunchbase