Manager Customer Engagement

Mutual of Omaha is seeking a Manager Customer Engagement to lead the strategy and execution of customer connections across the entire lifecycle. This role involves shaping customer experiences, driving loyalty, and partnering across the organization to create meaningful engagement strategies.

Responsibilities:

• Set the customer engagement strategy and vision for the business unit, creating a unified approach to customer communication and touchpoints across the full customer lifecycle
• Design, launch, and optimize engagement campaigns that increase loyalty, retention, and product adoption, using customer insights, data, and best practices
• Define, track, and improve KPIs (engagement, persistency, product ownership, etc.), using analytics to guide decisions, demonstrate ROI, and continuously improve results
• Build strong cross-functional partnerships with Product, Marketing, Customer Research, CX, Service, and Technology teams to align strategy and deliver consistent customer experiences
• Lead and develop a high-performing customer engagement team, including hiring, coaching, performance management, and creating a collaborative, results-driven culture

Requirements:

• 3-5+ years of experience in Customer Engagement, Customer Experience (CX), or Marketing leadership roles, with direct ownership of engagement or loyalty programs
• Strong strategic, analytical, and financial skills, including KPI development, campaign optimization, and budgeting with demonstrated ROI impact
• Proven ability to translate customer insights and data into action, building engagement strategies that drive measurable business outcomes
• Exceptional communication and stakeholder management skills, with experience partnering cross-functionally in complex organizations
• Demonstrated people leadership experience, including coaching, developing talent, and leading teams through change
• You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously, remaining curious in all that you do
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico
• Candidates who reside within a reasonable commuting distance to our home office in Omaha, NE are strongly preferred to allow for occasional in office collaboration
• Experience leading cross-functional initiatives in a matrixed environment
• Experience leading and implementing customer research efforts