Manager, Engagement Management
Date: Sep 8, 2025
Location: London, GB, WC2N 4JS
Company: Optimizely
Introduction
The Manager, Engagement Management (M3) leads a high-performing team of Engagement Managers across EMEA (UK, Germany, Amsterdam, and Dhaka), driving excellence in product onboarding delivery. You will balance people leadership (80%) with direct customer engagement (20%)—owning a strategic onboarding portfolio while coaching and developing your team.
Key qualities include deep technical acumen paired with thorough knowledge of Optimizely’s product suite (including Opal and core Optimizely offerings), a decisive and influential leadership style, and the ability to clearly communicate and advocate for your team’s best interests at all organizational levels. This role demands strong presence, resilience, and clarity to effectively represent the team, push back on unreasonable requests, and ensure alignment with business goals.
Job Responsibilities
Lead & develop the EMEA EM team (≈80%)
- Coach, grow, and performance-manage a distributed team; prioritize internal mobility and cohesion across regions.
- Oversee capacity and utilization: assign onboardings, forecast, and manage time in Kantata; ensure EMs meet ~60% utilization.
- Maintain operational cadence: project hygiene, EOM finance, holiday approvals, and leadership updates for customer continuity.
- Champion continuous improvement: lead/co-lead transformation initiatives; promote product expertise and cross-training; share best practices.
- Elevate outcomes: improve time-to-value, project progression, CSAT ≥ 4.0, and new-hire time-to-productivity (target ~60% customer engagement by months 3–4).
- Be involved with & help drive the P&L on the Services team - including items around forecasting, team billability, & existing customer services sales.
Engage directly with customers (≈20%)
- Own a focused onboarding portfolio from sales handoff to go-live; manage scope, risk, timelines, and stakeholder expectations.
- Serve as an executive-level escalation point; communicate with clarity and confidence to both technical and non-technical audiences.
- Promote adoption and value using Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, Clickup and Gainsight.
Cross-functional & regional collaboration
- Partner with Sales, CSMs, Product, Engineering, Strategy Consultant and Solution Architects to deliver structured onboarding programs with well-defined goals and timelines, tailored to both Optimizely One and regional needs.
- Champion high-quality scoping (T&M/fixed) and help expand/attach services where appropriate.
- Significant experience in developing and managing complex project plans.
Knowledge and Experience
- 7+ years of project management and strategy experience, including 4-5 years as a Team Lead or manager in SaaS/PaaS with global client delivery.
- PMP, PMQ or PRINCE2 certification required.
- In-depth knowledge of Optimizely’s products—especially Opal and core platforms.
- Strong requirements discovery and complex project planning skills; mastery of Agile, hybrid, and Waterfall methodologies.
- Decisive leadership and executive-level communication skills; ability to translate technical and business concepts clearly for all audiences.
- Proven advocacy for team interests—confidently representing, influencing, and pushing back to ensure the best outcomes for both team and organization.
- Track record of cross-functional collaboration (Sales, Engineering, Marketing, Product).
- Experience scoping and selling (services attach/expansion) is highly valued.
- Excellent problem-solving, critical thinking, and analytical skills; resilient under shifting priorities.
- Technical fluency in AI, Experimentation, A/B testing, CMS, cloud, B2B/B2C commerce, and web technologies (HTML/CSS/JavaScript).
- Tools: Microsoft Teams, Salesforce, Kantata, Copilot, Click up, Zendesk, Jira, Gainsight.
- Travel up to 25%
- Excellent verbal and written English. Clear, concise, and influential communication is essential.
- Bachelor’s degree strongly preferred or equivalent experience
Education
Bachelor’s degree strongly preferred or equivalent experience.
Competencies