Customer Engagement Manager

We are seeking a proactive and organized Competitive Insights & Community Engagement Manager to join our Consumer CX & Insights team on a contract basis. This mid-level role is focused on managing the day-to-day engagement within our exclusive, invitation-only customer communities. The ideal candidate will be passionate about fostering vibrant online communities and skilled in coordinating cross‑functional projects to deliver a best‑in‑class customer experience.

In addition, the candidate will assist in tracking competitive data to ensure we stay updated on competitor activities.

• Develop and manage the community engagement calendar for both the Loyalty Rewards and Research & Insights communities.

• Plan and execute engagement strategies that leverage our points‑based systems to drive customer participation in retention‑focused activities (e.g., enrolling in programs, referring new customers) and research activities (e.g., surveys, polls, video interviews).

• Coordinate with our community platform vendor to ensure seamless platform operation and to troubleshoot any technical issues.

• Collaborate with internal teams, including Marketing, IT, and program owners, to align community activities with broader business objectives and marketing campaigns.

• Monitor community health and engagement metrics, providing regular updates to stakeholders.

• Monitor and assess competitive metrics as input to other processes.

The hiring manager is looking for someone with 3–5 years of experience — not too senior and not too junior — but someone solidly mid‑level who can confidently manage day‑to‑day engagement within your exclusive, invitation‑only customer communities.

This role is highly focused on customer engagement and community management. The ideal candidate should have hands‑on experience with surveys, customer research, loyalty programs, and other opt‑in engagement initiatives. Candidates may come from digital marketing, customer research, or broader marketing backgrounds, as long as they’ve worked directly with engaged customer audiences. Proven ability to plan and execute a content and engagement calendar for an online community.

They will also be responsible for researching competitors’ platforms and analyzing their products and engagement strategies.

From a tools perspective:

• Content Square is highly preferred
• Asana is a plus (since that’s your PM tool), but experience with another comparable project management platform is required