Job Description
Title: Manager, Customer Engagement & Program Enablement
Description
As Manager, Customer Engagement & Program Enablement, you will lead engagement, enablement, and content strategy for AT&E in India, driving measurable behavior change through strategic program launches, customer education, and data-informed interventions across multiple channels and audience segments.
You will be embedded alongside stakeholders launching new programs in-region, growing adoption, owning the end-to-end engagement strategy from planning through execution and measurement. You're a leader who moves fast, delivers at a high standard, and builds trust quickly with cross-functional partners. You won't wait for a playbook, you'll write it.
Key Responsibilities
- Develop and execute engagement strategy aligned to program goals and customer journey stages
- Partner with product, program, and policy teams to launch new services and capabilities, owning engagement from planning through steady-state adoption
- Create targeted, actionable content across multiple formats (written, visual, video)
- Design and deliver enablement or learning interventions that build customer self-sufficiency
- Build scalable processes that improve operational efficiency and cross-functional collaboration
- Gather and synthesize customer insights to inform the content strategy and program decisions
- Manage internal communication platforms and engagement channels to ensure consistent, targeted messaging aligned to business goals
- Measure effectiveness through data; report outcomes to leadership and adjust accordingly
- Manage stakeholder relationships and external agency partners
- Develop new approaches, tools, and processes to maximize engagement and continuously raise the bar
Required Skills & Qualifications
- 7+ years of experience in customer engagement, enablement, product marketing, or program communications at enterprise scale
- Proven track record of leading end-to-end engagement strategies for product or service launches
- Exceptional written and verbal communication skills - ability to simplify complexity into clear, actionable, segment-specific content
- Strong data-driven mindset - uses customer insights and feedback to inform strategy and measure impact
- Demonstrated ability to operate with high autonomy in a fast-paced, matrixed environment
- Strong stakeholder management - builds credibility quickly, communicates proactively, surfaces risks early
- Proficiency with content management, email distribution, collaboration, and project management tools
- Experience creating video content, virtual/live event experiences, and enabling teams with training
- Bachelor's degree in communications, marketing, business, or related field
Preferred Qualifications
- Understanding of the meetings and events industry
- Working knowledge of priorities and workflows within a fast-paced, matrixed organization
- Experience launching programs in India or across APAC markets
- Experience with change management methodologies
