Overview
The Guest Engagement Account Manager serves as the strategic lead and primary client liaison for omnichannel guest engagement initiatives. This role is responsible for owning the planning, execution, and performance of engagement programs, driving cross-functional collaboration, managing client relationships, and ensuring alignment with broader business and growth objectives. This candidate must have experience working with enterprise CRM and engagement platforms such as Braze, Attentive, Sparkfly, or similar tools. Responsibilities
Own the end-to-end campaign lifecycle across Email, SMS, Push, and In-App messaging—from strategy and planning through execution, measurement, and optimization Develop and maintain an integrated omnichannel marketing calendar, including loyalty initiatives and targeted offer strategies Lead campaign performance reviews, translating results into clear, data-backed recommendations that drive incremental engagement and revenue Serve as the primary point of contact for key clients, proactively managing expectations and strengthening long-term partnerships Lead recurring status meetings, present performance insights, and synthesize client feedback into actionable plans and priorities Partner with clients on strategic initiatives including seasonal planning, testing roadmaps, KPI definition, and success measurement Oversee the development of clear, actionable creative briefs across email, app, web, SMS, and loyalty touchpoints Ensure all messaging aligns with brand voice, tone, and strategic objectives while maintaining consistency across channels Manage review and approval workflows across clients and internal creative, production, and technical teams Own execution timelines, resource planning, and campaign QA to ensure accuracy, consistency, and on-time delivery Set and facilitate meeting agendas; track deliverables, dependencies, and follow-ups to drive accountability Contribute to documentation, workflow optimization, and process improvements across engagement tools and platforms Partner with analytics and data teams to translate reporting into meaningful business insights and recommendations Analyze campaign performance, customer behavior, and engagement trends to inform future strategy and experimentation Regularly present insights, learnings, and next steps to clients and internal stakeholders Provide guidance and support to junior team members including Coordinators and Specialists Mentor and develop talent, fostering a culture of collaboration, ownership, and continuous improvement Lead high-visibility omnichannel engagement programs for marquee clients Shape customer communication and loyalty strategy across brands Gain deep exposure to loyalty, offer management, and customer lifecycle optimization Clear pathway to Senior Manager and Director-level roles within Guest Engagement and broader marketing leadership Requirements
Bachelor’s degree in Marketing, Communications, Business, or a related field 4–6 years of experience in customer engagement, CRM marketing, account management, or agency-side marketing execution Experience working with enterprise engagement platforms such as Braze, Attentive, Sparkfly, or similar tools Proven ability to manage and optimize cross-channel marketing programs at scale Strong client-facing experience with a demonstrated ability to build trusted, consultative relationships Exceptional written, verbal, and presentation skills Strong project management skills and experience leading cross-functional teams Highly organized, detail-oriented, and results-driven Proficiency in Google Workspace, Microsoft Office Suite, and project management platforms (Monday preferred)
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The Guest Engagement Account Manager serves as the strategic lead and primary client liaison for omnichannel guest engagement initiatives. This role is responsible for owning the planning, execution, and performance of engagement programs, driving cross-functional collaboration, managing client relationships, and ensuring alignment with broader business and growth objectives. This candidate must have experience working with enterprise CRM and engagement platforms such as Braze, Attentive, Sparkfly, or similar tools. Responsibilities
Own the end-to-end campaign lifecycle across Email, SMS, Push, and In-App messaging—from strategy and planning through execution, measurement, and optimization Develop and maintain an integrated omnichannel marketing calendar, including loyalty initiatives and targeted offer strategies Lead campaign performance reviews, translating results into clear, data-backed recommendations that drive incremental engagement and revenue Serve as the primary point of contact for key clients, proactively managing expectations and strengthening long-term partnerships Lead recurring status meetings, present performance insights, and synthesize client feedback into actionable plans and priorities Partner with clients on strategic initiatives including seasonal planning, testing roadmaps, KPI definition, and success measurement Oversee the development of clear, actionable creative briefs across email, app, web, SMS, and loyalty touchpoints Ensure all messaging aligns with brand voice, tone, and strategic objectives while maintaining consistency across channels Manage review and approval workflows across clients and internal creative, production, and technical teams Own execution timelines, resource planning, and campaign QA to ensure accuracy, consistency, and on-time delivery Set and facilitate meeting agendas; track deliverables, dependencies, and follow-ups to drive accountability Contribute to documentation, workflow optimization, and process improvements across engagement tools and platforms Partner with analytics and data teams to translate reporting into meaningful business insights and recommendations Analyze campaign performance, customer behavior, and engagement trends to inform future strategy and experimentation Regularly present insights, learnings, and next steps to clients and internal stakeholders Provide guidance and support to junior team members including Coordinators and Specialists Mentor and develop talent, fostering a culture of collaboration, ownership, and continuous improvement Lead high-visibility omnichannel engagement programs for marquee clients Shape customer communication and loyalty strategy across brands Gain deep exposure to loyalty, offer management, and customer lifecycle optimization Clear pathway to Senior Manager and Director-level roles within Guest Engagement and broader marketing leadership Requirements
Bachelor’s degree in Marketing, Communications, Business, or a related field 4–6 years of experience in customer engagement, CRM marketing, account management, or agency-side marketing execution Experience working with enterprise engagement platforms such as Braze, Attentive, Sparkfly, or similar tools Proven ability to manage and optimize cross-channel marketing programs at scale Strong client-facing experience with a demonstrated ability to build trusted, consultative relationships Exceptional written, verbal, and presentation skills Strong project management skills and experience leading cross-functional teams Highly organized, detail-oriented, and results-driven Proficiency in Google Workspace, Microsoft Office Suite, and project management platforms (Monday preferred)
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