CRM Lead, B2B2C

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop the B2B2C CRM strategy and roadmap in collaboration with leadership, focusing on activation, engagement, and retention.

• Oversee CRM execution for utilization-based and strategic accounts by designing, building, testing, launching, and optimizing custom Braze journeys.

• Monitor member utilization and engagement in relation to contractual targets, making necessary adjustments to programs to bridge any gaps.

• Collaborate with Client Success and account teams to customize programs for client populations, objectives, and commitments at scale.

• Establish foundational infrastructure for the scaled book, which includes Canvas architecture, client-level segmentation, and dynamic content frameworks.

• Manage data and segmentation architecture, incorporating custom attributes, events, and organization-level personalization context.

• Conduct experimentation through hypothesis formulation, test design, readouts, and roadmap decision-making.

• Test new strategies with priority accounts and hand over successful practices to the CRM Manager for broader implementation.

• Set benchmarks for Canvas architecture, naming conventions, and measurement standards.

• Supervise, mentor, and develop the CRM Manager.

• Own the performance narrative presented to senior leadership.

• Coordinate efforts with Product, Data/Analytics, Legal/Compliance, and D2C CRM teams.

• Success to be gauged by account utilization and engagement metrics, roadmap adoption, scalable Braze architecture, successful scaling of proven strategies, and the growth and effectiveness of direct reports.

⛳️ Requirements

• Over 7 years of experience in CRM or lifecycle marketing with extensive, hands-on expertise in Braze, covering Canvas, Liquid, Connected Content, segmentation, and event-driven triggers.

• Proven track record of defining strategy and personally executing and delivering it.

• Experience managing a small portfolio of performance-linked accounts where CRM results impact contractual agreements.

• Experience in managing or mentoring others, whether formally or informally.

• Proficiency with SQL and analytics tools such as Snowflake and Amplitude, with a capability to convert data into actionable decisions.

• Strong presence with senior stakeholders and ability to influence cross-functionally.

• Experience with B2B2C, benefits, or health-related products is preferred.

• Familiarity with HIPAA and privacy-conscious data practices is preferred.

• Demonstrated proficiency in AI, at least at Explorer (Level 1), utilizing AI daily to enhance personal productivity.

🏝️ Benefits

• Variable compensation, bonuses, and sales incentives may be applicable.

• Private company stock options may be offered.

• Additional benefits extending beyond total compensation.

• Country-specific benefits, detailed separately.