Director, Customer Engagement & Decisioning

Director, Customer Engagement & Decisioning

Are you looking for a place where you can bring your strategic and data-savvy marketing leadership to drive customer engagement across all customer touchpoints, including email, SMS/text, chat bot, mobile app, website, call center, and digital media?

This role will lead the development and execution of next best action (NBA) and next best offer (NBO) strategies, leveraging advanced analytics, MarTech platforms, and customer insights to create personalized, relevant, and timely experiences that deepen customer relationships and improve business outcomes. This individual will interface with business and brand executives across the company to identify, scope, prioritize, and deliver Customer Engagement and Decisioning focused technology initiatives including developing business cases and strategic roadmaps. This individual will combine strong business process acumen with proven communication, analytical, and problem-solving skills to help maximize the business value of Customer engagement and decisioning system investments.

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 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.

Bring your skills and be inspired to achieve success.

(Required qualifications)

• 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-po