Senior Manager, Personalization & Customer Strategy

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

Responsibilities

• Own personalization strategy and the trigger-based journey orchestration roadmap across Website, App, Email, SMS, and Push Notifications
• Translate customer, behavioral, and predictive data into personalized content, product 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 milestone, 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 personalized 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

Requirements

• 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
• Working experience leading and motivating cross-functional, interdisciplinary teams to achieve tactical and strategic goals
• Working 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 Notification, Website Personalization, and Customer Data Platform ecosystems
• Technical knowledge with the ability to translate technical concepts into business terms for stakeholders
• Experience using customer analytics and AI-driven capabilities to improve personalization relevance and business outcomes
• Track record of gaining collaboration and alignment across diverse, cross-functional teams
• Experience balancing promotional, loyalty, lifecycle, and personalized communications within a unified customer contact strategy
• Available and able to travel as needed

Core Competencies

Demonstrates expertise in personalization strategy and customer journey orchestration, leveraging data-driven insights to optimize multi-channel marketing efforts. Proven ability to lead cross-functional teams and develop effective trigger-based marketing campaigns that enhance customer engagement and retention.

Highest-signal resume keywords

• Personalization Strategy
• Customer Journey Orchestration
• Trigger Marketing
• Leadership Experience
• Customer Data Platform Management

ATS Optimization Keywords

Hard Skills

• Consumer Marketing
• Digital Marketing
• Retention Marketing
• Email Marketing
• SMS Marketing
• Push Notification Management
• Website Personalization
• Customer Analytics
• AI-Driven Capabilities
• Personalization Roadmap Development

Soft Skills

• Leadership
• Team Development
• Collaboration
• Cross-Functional Team Motivation
• Communication

Industry Keywords

• Retail
• Direct to Consumer
• Customer-Centric Design
• Lifecycle Marketing
• Promotional Strategy

Tools & Technologies

• Customer Data Platform
• Email Service Provider
• Personalization Platforms
• Martech Tools