Director, Customer Engagement & Decisioning

Key Responsibilities

As a Director, Customer Engagement & Decisioning on the Digital Marketing team, a typical day for you will include:

• Lead customer engagement strategy across multiple touchpoints (email, SMS/text, chat, mobile app, website, call center, digital media), ensuring a cohesive and personalized customer experience.
• Identify opportunities in the lifecycle to increase customer acquisition, cross marketing, conversion, retention, and reengagement by delivering value at each stage of the journey
• Develop and execute next best action (NBA) and next best offer (NBO) strategies, using AI, machine learning, and advanced analytics to optimize real-time decisioning and deliver relevant, timely experiences.
• Identify key data triggers using first-party data, including customer behaviors, interactions, and transaction patterns, to drive personalization and automate decision-making processes.
• Integrate and orchestrate customer touchpoints, ensuring seamless transitions and consistent messaging across channels like chat, email, mobile, and web.
• Partner with data science and analytics teams to develop predictive models and segmentations that inform personalized content, messaging, and offers across all touchpoints.
• Collaborate with cross-functional teams (marketing, product, technology, and operations) to align on strategies for personalization, decisioning, and customer journey optimization.
• Evaluate and refine the lead ROI measurement plan and attribution strategy to prove the direct business impact
• Work with external agencies and internal stakeholders to identify the ideal customer journey and contact strategies; work with marketing team and Brand leaders to identify opportunities for enhanced engagement
• Oversee the selection and management of MarTech platforms, including tools for journey orchestration, customer data platforms (CDPs), AI-powered decisioning, and analytics, ensuring they align with business goals and deliver scalable solutions.
• Analyze performance across channels (email, SMS, chat, mobile, etc.), driving continuous optimization of NBA/NBO strategies to improve key metrics like engagement, conversion, retention, and lifetime value.
• Lead and mentor a team responsible for executing personalization programs, managing customer touchpoints, and analyzing customer behaviors and trends to drive engagement and business impact.
• Ensure compliance with data privacy regulations (e.g., CCPA) while optimizing customer engagement strategies, ensuring that all touchpoint interactions are in line with legal requirements.

Qualification & Requirements

Experience

• 8–12 years of experience in marketing, customer engagement, or data-driven marketing roles, with a focus on personalization, decisioning, and multi-channel strategies across email, SMS/text, chat, mobile app, website, social media, and call centers.
• Experience with leading experimentation and A/B testing across key customer touchpoint channels (email, SMS/text, chat, mobile app, website) to optimize personalization, messaging, and decisioning, driving incremental improvements in engagement and conversion.
• Strong expertise in AI-powered decisioning systems (e.g., next best action, next best offer), leveraging machine learning and predictive analytics to optimize customer interactions.
• Demonstrated ability to identify and utilize first-party data triggers to drive personalized customer experiences and automate decision-making.
• Hands-on experience with marketing technology platforms (e.g., Braze, Broadly, Offerfit, Service Titan Marketing Pro, Salesforce, Adobe, PEGA, customer data platforms, AI-driven tools) to orchestrate journeys, analyze data, and manage customer touchpoints.

Skills

• Proven track record of successfully integrating multiple customer touchpoints (e.g., email, SMS, chat, mobile app, website) into a unified engagement strategy that drives customer satisfaction and business outcomes.
• Deep understanding of customer lifecycle management and journey optimization with a focus on improving engagement, retention, and conversion rates.
• Strong analytical skills and the ability to interpret complex data to inform strategy and optimize performance across channels.
• Leadership and team management experience, with the ability to inspire, mentor, and manage a diverse team of marketers, analysts, and technologists.
• Excellent communication and presentation skills, with the ability to influence stakeholders and present insights to senior leadership.

Education

• Bachelor’s Degree in Digital, Marketing, Communications, Technology or related field required.

Schedule / in-office requirements

• Hybrid working model; Monday-Wednesday in office, Thursday/Friday from home.
• Our office locations are at:
  • 500 E John Carpenter Fwy, Irving, Tx
  • 1010 N University Parks Drive, Waco, Tx

Benefits

• Medical + Rx
• Health Savings Account
• Dental
• Vision
• Flexible Spending Account – Dependent Care
• Life and AD&D
• Accident Insurance
• Critical Illness Insurance
• Disability Protection
  • STD Coverage
  • LTD Coverage
• Planning for Retirement
  • 401(k)
• Employees Assistance Programs
• Additional Benefits:
  • HealthJoy Behavioral Health – You can access virtual appointments with a licensed therapist from home through HealthJoy Behavioral Health at NO COST TO YOU!
  • Spot Pet – Get reimbursed on eligible vet bills for accidents, illnesses, and more.
  • Access Perks – Save up to 50% with your Associate Discounts at restaurants, retailers, hotels, grocery stores, and more – nationwide!