Manager, Transactional Communications

About the Team

This is a unique opportunity to join a team shaping the future of communications at Angi. We are a collaborative & high-impact group working across product, design, and marketing to build thoughtful, personalized experiences that reach more than 150 million homeowners. Our team sits at the center of how we engage users, crafting messaging strategies, running experiments, and continuously optimizing how we communicate across channels. We care deeply about the user experience and are passionate about using data and creativity to drive results. If you're excited by complex challenges and want to help reimagine how people care for their homes, we’d love to meet you.

About the Role

Angi is seeking a Manager of Transactional Communications to drive implementation of consumer triggered transactional campaigns across owned channels (email, push and SMS). This role will develop and build omnichannel customer journeys to transform how we talk to our customers through data-driven, customer-centric, personalized communications. The Manager of Transactional Communications will steward all homeowner-facing transactional communications across post-booking experiences including communications between Angi and the homeowner and between the homeowner and the provider.

The ideal candidate has experience managing omnichannel transactional communication programs at scale with a focus on increasing customer engagement, satisfaction, repeat rate, and ultimately - revenue. They will bring a proven track record of managing projects from start to finish with deep experience leveraging customer insights to inform their strategy. This communication channel is an all in service of helping a homeowner connect with a qualified home professional to get their job done well. The ideal candidate should be skilled in creating a communication/CRM strategy, implementing SMS and email in our email clients (Iterable, Customer.io), and communicating across Angi succinctly and efficiently.

What You'll Do

• Oversee all transactional communications from Angi, including email, SMS, and push/app to help customers complete the job they came to Angi for, whether hiring a pro for a home repair/upgrade or using Angi for a pre-priced home service. 
• Develop and own the transactional communication customer journeys from ideation to launch to optimization.
• Define goals, benchmarks, and KPIs for transactional communication. Understand how to gather insights from program performance data and develop recommendations to drive measurable improvement in results.
• Own all analytics related to the performance of these transactional communications.
• Continuously A/B test and optimize campaigns to drive increased engagement and repeat rate.
• Develop and execute QA/release plans to support new program launches.
• Develop reporting for stakeholders that quantify results.
• Partner with Product and Engineering teams to develop and improve the outcomes of our transactional communications.
• Partner with Content and Creative teams to support the delivery of an outstanding customer experience.

What We're Looking For

• Bachelor’s degree required within Business, Marketing or a related field. 
• 4-6 years of experience in an email or CRM role with hands-on experience developing and launching transactional communication campaigns from end to end.
• Expertise with an enterprise level ESP, especially Iterable or Customer.io
• Deep knowledge of CRM, marketing, and analytics tools. Experience with Looker preferred.
• Desire to roll up sleeves and execute with the ability to juggle competing high-priority projects.
• Experience with testing protocols and a solid understanding of testing methodologies. 
• Strong analytics skills. Ability to dig into the data to create strategy, pinpoint issues and translate results into recommendations.
• Strong communication skills and attention to detail.
• Passion for creating an amazing experience for our customers.

We value diversity

We know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.

Compensation & Benefits

• The salary band for this position ranges from $100,000 - $120,000 commensurate with experience and performance. Compensation may vary based on factors such as cost of living. 
• This position will be eligible for a competitive year end performance bonus & equity package. 
• Full medical, dental, vision package to fit your needs. 
• Flexible vacation policy; work hard and take time when you need it. 
• Pet discount plans & retirement plan with company match (401K).
• The rare opportunity to work with sharp, motivated teammates solving some of the most unique challenges and changing the world.

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