Senior Manager, Personalization & Customer Journeys

Jobtailor; Charlotte (NC); On-site; USD 120,000 - 165,000; Full time

Job summary

Jobtailor is seeking a senior leader to own our personalization strategy and customer journey orchestration across Website, App, Email, SMS, and Push channels. You will translate behavioral data into tailored content, product recommendations, and offers while guiding testing agendas and calibration of triggers.

Ideal candidates bring 6+ years in consumer/digital marketing, 4+ years in leadership, and hands-on experience with CDPs, ESPs, and personalization platforms.

Qualifications

• Bachelor's degree or equivalent combination of industry related professional experience and education.
• 6+ years of experience in consumer marketing, digital marketing or retention marketing.
• 4+ years of leadership experience.
• Experience leading cross-functional, interdisciplinary teams to achieve goals.
• Experience with personalization, trigger marketing, or customer journey orchestration platforms.
• Industry experience: Retail or direct to consumer.
• Strong leadership and team development skills.
• Proven experience with customer-centric design and personalization strategy.
• Experience developing personalization roadmaps and trigger-based journey frameworks.
• Experience managing Email, SMS, Push, Website Personalization, and CDP ecosystems.
• Technical knowledge translating technical concepts for stakeholders.
• Experience using analytics and AI-driven capabilities to improve personalization.

Responsibilities

• Own personalization strategy and trigger-based journey orchestration roadmap across Website, App, Email, SMS, and Push.
• Translate data into personalized content, recommendations, and offers.
• Define and prioritize personalization testing agendas and evaluate results.
• Own trigger strategies for welcome, browse and cart abandonment, replenishment, post-purchase, loyalty milestones, and win-back journeys.
• Orchestrate trigger timing, sequencing, and channel arbitration across owned channels.
• Build, QA, and optimize trigger campaigns within CDP, ESP, and personalization platforms.
• Connect mass, segmented, triggered, and 1:1 communications into a coordinated customer contact strategy.
• Align personalization and trigger plans with promotional and lifecycle calendars.
• Govern messaging cadence, frequency, and suppression logic.
• Lead test-and-learn initiatives and measure incrementality.
• Partner with martech vendors and Technology teams on platform configuration and enhancements.
• Support business case development, testing, and change management.
• Lead, coach, and develop a personalization and trigger execution team.
• Partner cross-functionally with Marketing, Loyalty, Merchandising, Analytics, and Technology teams.
• Perform other duties as assigned.
• Comply with all policies and standards.

Skills

Personalization Strategy

Customer Journey Orchestration

Trigger Marketing

Leadership Experience

Customer Data Platform Management

Education

Bachelor's degree

Tools

Customer Data Platform

Email Service Provider

Personalization Platforms

Martech Tools

Job description

Jobtailor is seeking a senior leader to own our personalization strategy and customer journey orchestration across Website, App, Email, SMS, and Push channels. You will translate behavioral data into tailored content, product recommendations, and offers while guiding testing agendas and calibration of triggers.

Ideal candidates bring 6+ years in consumer/digital marketing, 4+ years in leadership, and hands-on experience with CDPs, ESPs, and personalization platforms.