A/B Testing, Analysis Skills, Artificial Intelligence (AI), Cadence, Campaigns, Continuous Improvement, Cross-Functional, Customer Escalations, Customer Relationship Management (CRM), Design Flows, Email Marketing, Frequently Asked Questions (FAQ), Knowledge Base, Marketing, Marketing Campaign, Marketing/Promotional Messaging, Mobile Marketing, Performance Analysis, Performance Metrics, Promotional Programs, Quality Assurance, Quality Metrics, Replication and Remote Mirroring, Requirements Management, Sales, Short Messaging Service (SMS), Standards Development, Stress Testing, Trend Analysis, Use Cases, User Interface/Experience (UI/UX)
GENERAL SUMMARY
The AI Marketing Manager owns and evolves our AI platform, workflows, and agent interactions, a key component of our digital engagement strategy, while leading SMS marketing campaigns and owning performance reporting across SMS and AI agent channels.
This role sits at the intersection of marketing operations and conversational AI. You will own the quality, accuracy, and continuous improvement of every AI agent interaction -- monitoring conversations, designing dialogue flows, maintaining the knowledge base, and ensuring business workflows are accurately replicated within the agent environment. This role requires AI fluency, strong process orientation, and the ability to translate how our business works into intelligent, testable agent logic. Reporting to the SVP of CRM, this role partners closely with the Email & Lifecycle Marketing Manager and cross-functional stakeholders across operations, sales, and club management.
This is a full-time, in-office role with weekend support as needed
Our Culture
Our unique culture is at the heart of all we do and is guided by our values and behaviors. It's what we expect of ourselves and each other every day. We call it our "Code of Culture".
Our Code of Culture includes Our Mantra, Our Actions We Live By, and Pete's Promise:
Our Mantra:
Respect The Past
Accept Responsibility
Pay it Forward
Our Actions We Live By:
Actions We Live By. It's who we are when we step into our full power.
Keep It Real. Always. We need open and honest discussions. We need courage to speak up and to call things out that aren't good enough. And we navigate tough conversations with empathy and grace.
Think Ahead. Be An Owner. Always be proactive, not reactive; be on the front foot. If we want to be an owner of this business, we must act like it!
Stay Humble. Hustle Harder. Show up and do the hard work. Be a gritty, roll-up-your-sleeves kind of crew. Know it's never about one person-we are a part of a powerful team.
One Team. One Voice. Be ONE united team. When we move in the same direction, there are no limits to what we can accomplish.
Be Curious. Ask Why. Stay member curious. We seek to understand, and we never settle. We ask questions to truly understand the core of a matter.
Pete's Promise:
Service Forward
Ruthlessly Consistent
Do the Right Thing
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
KEY RESPONSIBILITIES
AI Agent Monitoring & Quality Assurance
- Monitor AI agent conversations daily for accuracy, tone, brand alignment, and experience quality across both lead and member interactions.
- Identify and correct response errors, outdated information, and flow gaps; maintain a structured QA log and report on performance metrics including containment rate, escalation rate, and resolution quality.
- Conduct A/B testing of agent responses, designing alternate response paths, measuring resolution outcomes, and implementing improvements based on results.
Dialogue Flow Design & Evaluation
- Design, build, and maintain dialogue trees and conversational flows that guide leads and members through accurate interactions.
- Partner closely with our AI platform vendor and their engineering team to develop dialogue flows and agent workflows, translating business requirements and use cases into clear, actionable specifications for technical implementation.
- Develop evaluation frameworks to stress-test new flows before they go live, validating accuracy, escalation logic, and user experience against defined quality standards.
- Test new intents and response paths in partnership with vendors and internal stakeholders; document outcomes and recommend improvements.
Knowledge Base Development & Workflow Replication
- Own and maintain the AI agent knowledge base across FAQs, policies, member services, and promotional offers -- partnering with subject matter experts across operations, sales, and club management to source input, validate that business workflows are accurately replicated within the agent environment.
- Update promotional messaging monthly, or as campaigns change, ensuring the AI agent reflects active offers and current priorities.
Contact Strategy & Cross-Channel Cadence
- Collaborate with the Email & Lifecycle Marketing Manager to define rules of engagement and contact strategy across all owned channels, including email, SMS, and AI agent.
- Own cadence governance for AI agent-initiated outreach: timing, frequency, suppression logic, and opt-out compliance.
- Ensure cross-channel contact coordination so lead and member communications feel cohesive and not duplicative.
SMS Campaign Execution & Channel Reporting
- Own and execute SMS marketing campaigns, including strategy alignment, audience coordination, and deployment through the AI platform.
- Own performance reporting across both SMS and AI agent channels, tracking KPIs, surfacing trends, and flagging anomalies on a regular cadence.
- Conduct quarterly hindsight analysis for SMS and AI agent channels, extracting data, identifying performance trends, and delivering forward-looking recommendations.