Job Description

Engagement Manager

$150k-$185k plus bonus & benefits

For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits

The posted range is the hiring range for this role — a subset of the broader range available to employees over time — and reflects base salary across our national hiring scale. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position. The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process.

Remote, US

We are seeking a seasoned Engagement Manager with omni-channel marketing knowledge, strong direct mail and digital marketing acumen and a sharp analytical mind. You will act as the strategic bridge between our clients and internal teams, ensuring the seamless delivery of high-impact digital and direct mail campaigns informed by data and performance metrics. You’ll manage several key client relationships, help develop strategic plans, and collaborate closely with our analytics, media, production, operations, data and creative departments. Ideal candidate will have experience managing clients in industries such as insurance, banking and financial services and healthcare.

Key Responsibilities

• Serve as the primary point of contact for key clients, ensuring their marketing objectives are understood, communicated appropriately to the team and executed on.
• Develop and maintain strong, trusting relationships with internal and external stakeholders, anticipate client needs and proactively offer strategic guidance across all marketing channels.
• Work cross-functionally with teams to translate client goals into actionable marketing strategies grounded in data and analytics.
• Oversee the execution of multi-channel digital campaigns (e.g., paid social, paid search, SEO, display, online video) as well as direct mail, to ensure alignment with KPIs and business objectives.
• Contribute to campaign performance reports and Quarterly Business Reviews (QBRs) by collaborating with analytics and media teams to review data and insights. Provide value add based on client goals and opportunities and ensure insights are presented in a clear, compelling manner.
• Identify growth opportunities within existing accounts and assist in upselling or cross-selling relevant services.
• Work cross-functionally with media, strategy, analytics, data ops and creative teams to ensure all deliverables meet client expectations and are delivered on time.
• Develop internal campaign briefs that incorporate the objective, strategy and execution plan, etc and lead kick off calls for new campaigns with required teams.
• Develop Scopes of Work (SOWs) and lead the contract process working with EXL and client legal teams and managing the process through contract execution.
• Maintain client financials and complete necessary internal processes to initiate invoices and properly prepare internal documents that inform forecasting.
• Update internal and client status documents and lead calls providing updates on current and upcoming projects and deliverables.
• Lead client meetings, presentations, and campaign performance reviews with confidence and clarity.
• Stay abreast of industry trends, marketing innovations, and analytics technologies.
• Collaborate with internal team leads to ensure cross team processes and templates are used to further increase efficiency.

Requirements

• 12-15+ years of account management experience in a marketing or advertising agency, with a strong focus on digital and direct mail marketing.
• Understanding of performance marketing, media planning/buying, and media campaign execution.
• Experience managing multiple campaigns at one time for clients in insurance, banking, financial services, or healthcare.
• Ability to interpret and act on marketing analytics, conversion metrics, and attribution models.
• Experience with platforms such as Google Analytics (GA4), Google Ads, Meta Ads, Trade Desk, Live ramp or similar tools. Will not be hands on keyboard, but familiarity is important.
• Strong strategic thinking, communication, and presentation skills.
• Highly organized, detail-oriented, and able to manage multiple projects in a fast-paced environment.
• Experience managing six- to seven-figure budgets is a plus.
• Understand the digital media ecosystem including media platforms, DSPs, etc.
• Familiarity with martech stacks and CRMs used in regulated industries.
• Strong understanding of audience segmentation, lifecycle marketing, and conversion funnel optimization.
• Experience working in Monday.com, Wrike or other project management tools.
• Bachelor’s degree in marketing, business, communications, or related field.