CRM Manager

Job Description:

• Lead CRM strategy and execution across Email, Mobile Push, In-App Messaging, Web Push, and Owned Inventory to drive engagement, retention, and revenue.
• Develop and optimize customer segmentation and lifecycle journeys in Braze, ensuring personalized, data-driven messaging that aligns with business objectives.
• Launch and manage complex and detailed trigger based program, leveraging incentives and data to drive commercial outcomes.
• Manage loyalty and incentive-based marketing efforts, including New User Bonus (NUB) programs, Cash Back Boost promotions, and re-engagement campaigns to maximize retention and drive sustainable growth in conversions and revenue.
• Own CRM program hygiene and technical operations, partnering with Product/Engineering to troubleshoot issues, refine audience targeting, and maintain infrastructure integrity.
• Monitor and report on campaign performance, collaborating with Business Analysts to track engagement and conversions, optimize performance, and provide actionable insights.
• Continuously improve CRM workflows and automation, ensuring efficiency in campaign execution, data tracking, and overall CRM strategy.
• Manage the CRM Coordinator to ensure that all campaigns are executed efficiently and according to brief - a combination of marketing campaigns to support business objectives and complex lifecycle and trigger based communications.

Requirements:

• 5+ years of hands-on experience in CRM, Lifecycle Marketing, or Retention Marketing, ideally within a fast-paced B2C, e-commerce, fintech, or tech environment.
• Demonstrated experience designing and executing end-to-end user retention strategies, commercial promotions, and incentive-based campaigns (e.g., cashback programs, referral bonuses, or welcome offers).
• Recent experience in a highly commercial/performance marketing role, with a specific focus on driving conversions, revenue and lifetime value from different customer segments.
• Advanced proficiency with Braze (or equivalent top-tier customer engagement platforms like Iterable or Customer.io), including building complex multi-channel canvases, custom attributes, and webhooks.
• Deep expertise across omnichannel messaging architecture, specifically managing Email, Mobile Push, In-App Messaging, and Web Push notifications.
• Strong technical operations acumen with experience working directly with Product and Engineering teams to troubleshoot data feeds, scope SDK/API requirements, and maintain CRM infrastructure hygiene.
• Data-driven mindset with the ability to partner closely with Business Analysts to interpret performance metrics, track conversion funnels, and extract actionable insights.
• Strong background in A/B testing methodologies, customer segmentation, and behavior-based cohort analysis.
• Excellent project management and communication skills, capable of bridging the gap between creative marketing briefs and highly technical product requirements.
• Proven people management experience, with a track record of successfully managing, mentoring, or guiding junior team members (such as a CRM Coordinator).
• Bachelor’s degree preferred.

Benefits:

• comprehensive medical, dental, and vision coverage
• life and disability benefits
• Flexible Spending Accounts (FSAs)
• 401(k) with company match
• Employee Stock Purchase Plan
• Flexible Time Off
• Volunteer Time Off
• paid holidays
• family building and caregiving support
• generous Family Care and Parental leave
• Fitness Reimbursement
• access to wellness programs
• Employee Resource Groups
• company-sponsored events
• regular opportunities for professional growth through educational support, mentorship programs, and career development resources