Lifecycle & CRM Marketing Manager

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Develop and manage Mixam’s lifecycle and customer retention engine through email, SMS, loyalty programs, strategic segmentation, testing, and HubSpot CRM tools. This includes identifying customer risks and opportunities, designing appropriate interventions, measuring impact, and enhancing the customer journey.

• This role goes beyond being an “email marketer.” While email is one channel under your purview, we require someone capable of independent work, establishing structure from scratch, making strategic recommendations, and executing directly to achieve business goals. Proven experience in building and scaling operations in fast-paced startup environments is essential. This position is for an individual contributor who excels in taking comprehensive ownership of both strategy and execution.

• As our primary retention advocate, you will become the internal authority on maximizing lifetime value (LTV), increasing repeat purchase rates, converting first-to-second orders, and implementing cohort reactivation strategies. You will continuously analyze detailed customer behaviors—such as acquisition sources, quote/order patterns, product affinities, and loyalty statuses—to create highly targeted lifecycle segmentations and cross-sell strategies. By effectively linking these behavioral insights with personalized communication tactics, you will enhance our rewards program and translate user actions into quantifiable commercial outcomes.

⛳️ Requirements

• Must be adept at navigating between strategy and execution: diagnosing customer behavior, designing appropriate interventions, crafting more effective customer journeys, measuring impacts, and implementing ongoing improvements.

• Take full ownership of Mixam’s email program: lifecycle strategy, campaign planning, flows, segmentation, and copy direction, including writing and executing clear, persuasive, action-oriented copy for email and SMS, as well as managing the build/QA process, deployment, testing, reporting, and optimization across various markets.

• Manage the lifecycle activation and optimization of Mixam Rewards, covering member onboarding, points education, redemption activation, tier progression, loyalty-triggered journeys, lapsed-member reactivation, testing, and reporting.

• Oversee lifecycle segmentation and customer journey strategy across markets by utilizing customer behavior, product affinity, purchase history, market conditions, lifecycle stages, engagement levels, and loyalty statuses.

• Properly launch and manage SMS initiatives, including consent/preference capture, segmentation, channel governance, lifecycle use cases, testing, and reporting.

• Collaborate with the Data team to define retention metrics, such as repeat purchase rates, churn, reorder timing, LTV, reactivation, and cohort behavior, and convert these insights into automations and testing that drive revenue.

• Establish, execute, and report on a comprehensive A/B testing roadmap across messaging, offers, flows, and creative assets, leveraging data-driven insights to foster a culture of continuous improvement throughout our CRM and lifecycle ecosystem.

• Work closely with Marketing, Data, Pricing, Product, and Customer Operations teams.

• Collaborate with Design on creative assets and templates while independently managing messaging, copy direction, lifecycle strategy, and performance.

• Responsibly employ analytics, automation, and AI-enabled tools to enhance insights, testing speed, and workflow efficiency while maintaining quality and brand standards.

• Assess Mixam’s lifecycle technology stack, as our current marketing email is managed through Klaviyo, while HubSpot is in the early stages of implementation. This individual should evaluate requirements and propose the optimal long-term operating model across Klaviyo, HubSpot, SMS, data, consent, automation, reporting, and integrations.

• Proven experience in lifecycle, CRM, retention, or e-commerce marketing, with a track record of delivering tangible results.

• Extensive hands-on experience with Klaviyo: managing flows, segmentation, campaigns, QA, testing, reporting, and ensuring deliverability.

• Strong analytical skills, demonstrating experience in executing and reporting on A/B testing methodologies, with the ability to interpret cohort behaviors, formulate clear hypotheses, and translate test results into optimized customer journeys.

• Comfortable independently establishing processes and operational models from the ground up.

• Demonstrated experience in independently managing lifecycle or retention strategies, rather than merely producing email campaigns.

• Proven experience in owning or scaling loyalty, rewards, membership, or tiered customer programs.

• Use analytics, automation, and AI-enabled tools judiciously to enhance insight development, campaign production, testing speed, and workflow efficiency.

• Strong instincts for copy and messaging; capable of producing clear, persuasive, and action-focused copy, using testing and customer insights to continuously enhance performance.

🏝️ Benefits

• 20 days of PTO (increasing with tenure)

• 401k contributions

• Medical, Dental, Vision, and Life insurance options and contributions

• Hybrid working environment

• Office snacks

• Apple equipment provided