Senior Marketing Manager - Client Engagement Programs

EXL is seeking an experienced client program manager to join our industry marketing team. The role is accountable for designing, executing and optimizing marketing initiatives that deepen customer engagement, drive retention, and increase lifetime value.

Responsibilities:

• Manage client engagement programs end-to-end, from concept through delivery, aligning stakeholders and ensuring programs support business objectives and foster long-term customer loyalty
• Analyze customer data and feedback to identify opportunities for upsell, cross-sell, and retention
• Develop customer communications strategy, messaging and associated campaigns, thought leadership, and other content aligned to client programs
• Own end-to-end event preparation and execution for client events, including creating event playbooks, managing logistics, and coordinating sales participation and preparation
• Design and scale a world-class global customer engagement program that drives engagement, loyalty, and brand influence, including developing a global playbook
• Collaborate with IMU marketing leads and customers to craft powerful narratives—case studies, videos, podcast episodes, etc.—that showcase client success and position them as industry leaders
• Partner with Legal, Compliance, and account teams to ensure all advocacy-related requirements are met — including maintaining current release forms, verifying marketing rights in agreements, and approving logo usage
• Identify and pursue amplification opportunities, such as analyst and industry award submissions, peer-to-peer platforms, and initiatives that strengthen customer engagement
• Establish clear metrics, track performance, and report on program impact, using insights to continuously evolve advocacy efforts

Requirements:

• Bachelor's degree in Marketing, Business, or related field (Master's preferred)
• 7+ years of marketing experience, with at least 2 years in customer or lifecycle marketing
• Strong analytical skills with experience in CRM and marketing automation platforms
• Excellent communication, project management, and cross-functional collaboration skills
• Creative thinker with a passion for client engagement