Customer Engagement Manager

SupportFinity™; New York (NY); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Generous paid holidays

Comprehensive health benefits

401k retirement savings

Job summary

SupportFinity™ in New York, NY is seeking a Customer Engagement Manager to join their eCommerce & Engagement team. This role is ideal for early-career professionals with 1-2 years of CRM or email marketing experience, focusing on building lifecycle and email marketing programs.

The position requires strong communication skills, attention to detail, and some familiarity with ESPs like Klaviyo or Mailchimp. You will manage campaigns and track KPIs to optimize performance.

The base salary is in the range of $60,000 to $65,000 per year, with a hybrid work model requiring three days in the office.

Qualifications

• 1-2 years of experience in lifecycle, CRM, or email marketing.
• Hands-on exposure to modern ESPs such as Klaviyo or Mailchimp.
• Basic familiarity with HTML for email.

Responsibilities

• Manage email and lifecycle marketing programs.
• Translate marketing priorities into actionable campaigns.
• Track performance metrics and optimize campaigns.

Skills

Lifecycle marketing

Email marketing

Curiosity

Attention to detail

Communication

Tools

Klaviyo

Mailchimp

HTML

Job description

If you're looking to grow your career at a company where creativity meets legacy, ABRAMS is the place for you. As a trailblazer in illustrated publishing since 1949, ABRAMS continues to set the standard for beautifully crafted books across art, design, culture, and children’s literature. We’re looking for a Customer Engagement Manager to join our eCommerce & Engagement team.

The Customer Engagement Manager will serve as a curious, hands‑on Lifecycle/CRM Marketing Manager responsible for helping build and run our email and lifecycle marketing programs for Abrams’ direct‑to‑consumer channels.

This role is ideal for an early‑career professional with 1–2 years of hands‑on CRM or email marketing experience who is comfortable executing campaigns and eager to learn and grow with guidance. An interest in books and publishing is a plus, but not required. This is an individual contributor role that offers strong support and training, along with high visibility and collaboration across the marketing, editorial, and ecommerce teams.

What You’d Be Doing

• Translate seasonal priorities and key title launches into a practical lifecycle and campaign roadmap across email and onsite messaging.
• Help define customer segments and journeys (prospect, new buyer, repeat buyer, lapsed) and set goals for each stage, with coaching from your manager.
• Contribute ideas to a test‑and‑learn plan for subject lines, creative, offers, and journeys.
• Help manage our ESP (e.g., Klaviyo, Mailchimp), including setting up segments, automated flows, and triggers.
• Build and maintain core flows such as welcome, browse abandonment, cart abandonment, pre‑ and post‑purchase, and winback (with training and templates to start).
• Coordinate with ecommerce and web to keep lifecycle messaging aligned with what customers see on product pages (e.g., preorder, pub dates, exclusives).
• Take briefs for seasonal campaigns, key title launches, and promotions and turn them into detailed email plans and sends.
• Build emails using existing templates/blocks (and light HTML as needed), including copy assembly, asset placement, tagging, and link tracking.
• Own QA and deployment: proofing, link checks, rendering checks, send settings, and routing for approvals.
• Track core KPIs: list growth, opens, clicks, conversion, revenue per send, unsubscribe and spam rates.
• Produce concise, regular reporting that highlights performance and simple insights (we’ll help you learn how to interpret the numbers).
• Work with ecommerce/analytics partners to understand how your work impacts revenue and repeat purchase.
• Work closely with the Executive Director on priorities, calendars, and testing roadmap.
• Partner with Paid Media (in‑house or agency) to share audiences and build "ads → email → site" funnels.
• Coordinate with web/ecommerce to align landing pages, PDP messaging, banners, and sign‑up capture with lifecycle goals.
• Collaborate with editorial/marketing on title positioning and content ideas that resonate with key audience segments.

We’re Looking For Someone Who Has

• 1–2 years of professional experience in lifecycle, CRM, or email marketing (beyond internships), ideally in ecommerce, DTC, or consumer brands.
• Hands‑on exposure to a modern ESP (Klaviyo, Braze, Iterable, Mailchimp, or similar), including building campaigns or flows.
• Comfortability building campaigns in an ESP and willing to learn more advanced features over time.
• Basic familiarity with HTML for email or eagerness to learn it; comfortable working with templates and UTM/tagging.
• Strong written communication and attention to detail; able to adapt tone and voice with guidance.
• Organized and reliable with calendars, deadlines, and follow‑through.
• High curiosity and flexibility: you like to test, learn, ask questions, and try new approaches rather than doing the same thing every time.

Highly Preferred Candidates Also Have

• Experience working with Shopify or another ecommerce platform.
• Interest in books, media, or other content‑driven brands.
• Familiarity with basic design tools (Figma, Canva, or similar) for light asset tweaks.

What Success Looks Like In 12 Months

• Core lifecycle flows are live, documented, and have gone through at least a few rounds of optimization.
• We have a clear, reliable send calendar aligned to major seasons and title priorities.
• Email and lifecycle programs show measurable progress in revenue, repeat purchase, and list health, and you can comfortably explain what’s working and what you want to try next.

This position is in New York, NY, and follows a hybrid work schedule, requiring in‑office presence three days per week.

The base salary range for this position is ($60,000 - $65,000) per year. The final offer will be determined based on factors such as experience, skills, and qualifications.

What We Offer

• Generous paid holidays and Summer Fridays.
• Company‑paid year‑end office closure between Christmas Eve and New Year’s Day each year
• Comprehensive health benefits, including short‑term and long‑term disability.
• Retirement savings (401k) and life insurance.
• Vacation, Personal, and Sick time off.