Senior Manager, CRM

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

📋 Description

• Develop and spearhead the CRM strategy and roadmap focusing on aspects such as onboarding, activation, retention, reactivation, and win-back.

• Take ownership of lifecycle, triggered, promotional, and ad hoc communications through email, SMS, and other notification channels.

• Collaborate with Data Science and Product teams to create customer segmentation and enhance personalization efforts.

• Conduct tests on subject lines, content, offers, timing, and flows while documenting best practices.

• Work alongside Creative & Content teams to craft customer-centric messaging and design.

• Coordinate communication efforts with Operations and Customer Care regarding delivery, shipping, and service interactions.

• Champion customer advocacy within cross-functional teams in Digital, Product, and Operations.

• Oversee, mentor, and develop CRM marketers and manage direct freelance or agency partners.

• Ensure deliverability, list health, and compliance with CAN-SPAM, TCPA, and CCPA regulations.

• Monitor and report on CRM performance and retention/loyalty KPIs, such as engagement, conversion, retention, and revenue impact.

• Collaborate with Data Science and Engineering on Braze data pipelines and warehouse reporting.

• Act as the in-house Braze expert, managing Canvas architecture and enhancing CRM tools, workflows, and team processes.

• Report to Marketing leadership and collaborate closely with Creative & Content, Performance Marketing, Product, Data Science, Operations, and Customer Care.

⛳️ Requirements

• 6-10 years of experience in CRM, lifecycle management, service, account management, sales, or email marketing.

• Proven track record of driving engagement, retention, and revenue through lifecycle programs at direct-to-consumer (DTC) brands, preferably in subscription or recurring-revenue businesses.

• Significant hands-on experience with Braze (required), encompassing Canvas Flow, segmentation, Liquid personalization, Connected Content, and Currents.

• Strong analytical skills and a results-driven mindset.

• Extensive experience in designing and analyzing A/B, multivariate, holdout, and incrementality tests.

• Comfortable working with attribution and customer data.

• Familiarity with data pipelines feeding a CRM platform, including event and attribute schemas, warehouse-to-Braze syncs, and engagement data export for analysis.

• Excellent project management and cross-functional collaboration skills.

• Proficiency in Looker and SQL is strongly preferred.

• Experience in developing segmentation and personalization strategies with data and product teams is advantageous.

• Background in startup or high-growth environments, particularly in the food and e-commerce sectors, is a plus.

🏝️ Benefits

• Equity

• Unlimited vacation policy

• Universal paid parental leave

• Monthly Hungryroot credit for delicious, healthy groceries

• Comprehensive health, vision, dental, and life insurance

• 401k with Company Match

• A work from home stipend to support your initial home-office setup

• Regular virtual team events

• Annual company retreat

• Remote-first culture with flexibility