Customer Engagement Manager

Hot Topic HQ - City of Industry, California - Full-time


At Hot Topic, we’re passionate about creativity and high performance. Our success comes from high-caliber teams that love our product and place the customer at the center of every experience. We are looking for a Customer Engagement Project Manager to lead our customer engagement initiatives including our loyalty rewards program across multiple brands. In this role, you will have an exciting opportunity to drive the business in a dynamic and rapidly growing ecommerce space.


  • Oversee development of an engaging customer rewards program
  • Translate business needs to a project roadmap for cross functional teams
  • Manage deadlines and project dependencies, adjusting as needed
  • Prioritize projects based on level of effort and ROI
  • Ensure projects stay within budget
  • Track and report on status of projects to key stakeholders
  • QA project changes to ensure end results meet initial criteria
  • Facilitate handoff of deliverables between creative, IT, and business teams
  • Monitor customer feedback and industry best practices
  • Analyze KPI’s to confirm each project’s business impact


  • 2-3 years of project management experience, leading to project delivery for large company wide initiatives
  • Loyalty program experience
  • Excellent communication skills for non-technical and technical audiences
  • Ability to follow-up on multiple tasks with cross-functional teams and external partners
  • Tight adherence to project deadlines
  • Keen eye for customer experience best practices
  • Proficiency with large data sets, Excel, and analytics tools
  • Familiarity with retail KPI’s
  • Can stay organized in a fast paced environment