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Twilio // platform for building messaging applications
London, United Kingdom    Posted: Thursday, August 19, 2021
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Because you belong at Twilio

The Who, What, Why & Where

Twilio is growing rapidly & seeking an EMEA & APJ Email Deliverability Manager to act as a player/mentor for our deliverability specialists & handle a portfolio of high-value Professional Services customers, including some of the biggest brands & largest senders on the platform. They will lead a team of expert consultants who maximize delivery of messages to the inbox while ensuring compliance & safeguarding our platform. This position will also work cross-functionally on pre-sales work, product feedback, & overall methodology improvements.

A true people leader, this manager cares deeply about their team, thinking about their career trajectory & working to build opportunities for them to learn & grow. This manager coaches team members on how to create long-term relationships with customers. They also serve as an escalation point & help customers & consultants work through issues when critical incidents occur. Reporting to the Director, Professional Services EMEA & APJ, this position is crucial in supporting Twilios growth & enabling the worlds leading brands on the Twilio SendGrid platform.


Twilio is looking for a servant leader who has a demonstrated track record of leading consulting teams & have:

  • 5+ years in a customer-facing role of a highly technical product, & at least 3 years experience in a customer consultative role, preferably in a team-lead/manager role. Email deliverability experience preferred. 4-year degree preferred, or relevant experience required.
  • 3+ years working with a SaaS-based product, large scale email operations (sender, ESP, or receiver), or SMS services is highly valued. Omnichannel experience is also a plus.
  • Strong understanding of email engagement metrics & tools to query & analyze client results
  • Experience leading by example & inspiring others
  • In-depth understanding of the technical aspects of messaging, including; email FBLs, DNS, DKIM, SPF, DMARC & other core infrastructure. Knowledge of SMS delivery is a bonus.
  • Advanced Excel skills, proven understanding of deliverability reporting with large-scale analytics tools (e.g. MySQL, Splunk, Hadoop, Snowflake) highly desired. Ability to build salesforce reports is also valued.
  • Knowledge of global & regional data collection & handling requirements from both a legislative (CAN-SPAM, CASL, GDPR etc.) & receiver (Gmail, Microsoft etc.) perspective.
  • Experience using 3rd-party deliverability tools (eDataSource, Valimail, 250ok, Email On Acid)


As an Email Deliverability Manager, you will live the Twilio Magic Values:

  • EMPOWER OTHERS: Multiply your impact by mentoring, coaching & teaching your team best in class email delivery consulting & industry knowledge. Ensure your team has an appropriate workload.
  • DON'T SETTLE: Look for patterns in customer needs & ways to improve the teams efficiency & effectiveness through tools & processes. Call out issues & roadblocks to ensure our customers & your teams are able to succeed.
  • BE AN OWNER & BE BOLD: Share widely & enthusiastically your teams accomplishments, goals, & delivery excellence for our customers. Maintain a CSAT >4. Measure the teams capacity & performance.
  • WEAR THE CUSTOMER'S SHOES: Drive positive customer outcomes with a focus on being a technical mentor, teaching other team members to improve customer email deliverability through industry standard methodologies. Continue to work with several critical accounts - about 50% of your time
  • NO SHENANIGANS: Ensure the consistent exercise of judgment & appropriate client communication in all engagements. You will lead by example, embodying Twilios promise to deliver the most trusted communications platform.


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