Customer Engagement Manager

🕒 March 14

🏢🏡 New York City – Hybrid

💵 $60k - $65k / year

⏰ Full Time

🟢 Junior

🏆 Customer Success

🦅 H1B Visa Sponsor

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ABRAMS

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1949

📱 Media

🛍️ eCommerce

Media • eCommerce • Publishing

ABRAMS is a leading publisher known for its diverse range of books, including fiction, non-fiction, graphic novels, and children's literature. With a commitment to creativity and quality, ABRAMS offers various imprints and editions that cater to different audiences, from kids to adults. The company also focuses on illustrating art and culture through books and is dedicated to fostering a love for reading among its consumers.

📋 Description

• Translate seasonal priorities and key title launches into a practical lifecycle and campaign roadmap across email and onsite messaging. • Help define customer segments and journeys (prospect, new buyer, repeat buyer, lapsed) and set goals for each stage, with coaching from your manager. • Contribute ideas to a test-and-learn plan for subject lines, creative, offers, and journeys. • Help manage our ESP (e.g., Klaviyo, Mailchimp), including setting up segments, automated flows, and triggers. • Build and maintain core flows such as welcome, browse abandonment, cart abandonment, pre‑ and post‑purchase, and winback (with training and templates to start). • Coordinate with ecommerce and web to keep lifecycle messaging aligned with what customers see on product pages (e.g., preorder, pub dates, exclusives). • Take briefs for seasonal campaigns, key title launches, and promotions and turn them into detailed email plans and sends. • Build emails using existing templates/blocks (and light HTML as needed), including copy assembly, asset placement, tagging, and link tracking. • Own QA and deployment: proofing, link checks, rendering checks, send settings, and routing for approvals. • Track core KPIs: list growth, opens, clicks, conversion, revenue per send, unsubscribe and spam rates. • Produce concise, regular reporting that highlights performance and simple insights (we’ll help you learn how to interpret the numbers). • Work with ecommerce/analytics partners to understand how your work impacts revenue and repeat purchase. • Work closely with the Executive Director on priorities, calendars, and testing roadmap. • Partner with Paid Media (in‑house or agency) to share audiences and build “ads → email → site” funnels. • Coordinate with web/ecommerce to align landing pages, PDP messaging, banners, and sign‑up capture with lifecycle goals. • Collaborate with editorial/marketing on title positioning and content ideas that resonate with key audience segments.

🎯 Requirements

• 1–2 years of professional experience in lifecycle, CRM, or email marketing (beyond internships), ideally in ecommerce, DTC, or consumer brands. • Hands-on exposure to a modern ESP (Klaviyo, Braze, Iterable, Mailchimp, or similar), including building campaigns or flows. • Comfortability building campaigns in an ESP and willing to learn more advanced features over time. • Basic familiarity with HTML for email or eagerness to learn it; comfortable working with templates and UTM/tagging. • Strong written communication and attention to detail; able to adapt tone and voice with guidance. • Organized and reliable with calendars, deadlines, and follow-through. • High curiosity and flexibility: you like to test, learn, ask questions, and try new approaches rather than doing the same thing every time.

🏖️ Benefits

• Generous paid holidays and Summer Fridays. • Company-paid year-end office closure between Christmas Eve and New Year’s Day each year • Comprehensive health benefits, including short-term and long-term disability. • Retirement savings (401k) and life insurance. • Vacation, Personal, and Sick time off.