Senior Manager, CRM

permanent

Fully Remote

Only accepting applications from: United States

Develop and lead the CRM strategy and roadmap across the full customer lifecycle: onboarding, activation, retention, reactivation and win-back.
Own our lifecycle, triggered, promotional and ad hoc communications in email, SMS and other notifications, including new feature announcements, campaigns, and account-based emails.
Partner with Data Science and Product to build segmentation and personalization that makes each message more relevant to the individual customer's preferences, behavior and order history.
Run a rigorous testing program (subject lines, content, offers, timing, flows), and turn the learnings into decisions and documented best practices.
Work with Creative & Content to deliver on-brand, customer-first messaging and design, and with Operations and Customer Care to align communications on delivery, shipping and service moments.
Act as the customer advocate in cross-functional work with Digital, Product and Operations teams.
Manage, coach and develop a team of CRM marketers, and direct freelance or agency partners as needed.
Own deliverability, list health and compliance (CAN-SPAM, TCPA, CCPA) across email and SMS.
Track and report on CRM performance and retention/loyalty KPIs, including engagement, conversion, retention and revenue impact, and share insights with leadership.
Own the data that powers CRM: partner with Data Science and Engineering on the pipelines that feed Braze (events, attributes, catalogs) and on getting engagement data back into the warehouse for reporting.
Be our in-house Braze expert: own Canvas architecture, and continuously evaluate and improve our CRM tooling, automation workflows and team processes.

Experience

6-10 years of experience in CRM, lifecycle, service, account management, sales or email marketing
A track record of growing engagement, retention and revenue through lifecycle programs, at direct-to-consumer (DTC) brands, ideally subscription or recurring-revenue businesses.
Extensive hands-on experience with Braze (required), including Canvas Flow, segmentation, Liquid personalization, Connected Content and Currents.
Strong analytical skills and a results orientation: deep experience designing and analyzing experiments (A/B, multivariate, holdout and incrementality tests), and comfortable with attribution and customer data. Looker, and SQL is strongly preferred.
Experience with the data pipelines that feed a CRM platform: event and attribute schemas, warehouse-to-Braze syncs, and exporting engagement data back out for analysis.
Strong project management and cross-functional collaboration skills.
Experience building segmentation and personalization strategies with data and product teams (Nice to have).
Experience at a startup or a high growth company is a plus, especially within the food and e-commerce space (Nice to have).