Sr CRM Lifecycle Manager

About the Role

Key Responsibilities

• Own the end to end strategy and campaign/program design of lifecycle marketing campaigns, including onboarding, engagement, and win-back efforts.
• Design effective customer journeys using marketing automation, segmentation, and personalization capabilities, with experience with Braze preferred.
• Partner with Analytics and leverage voice of the customer data to identify high-value customer behaviors and opportunities to drive revenue and engagement.
• Propose innovative solutions to customer pain points, leveraging qualitative and quantitative data to inform plans.
• Drive new initiatives to increase conversion and engagement, with ongoing optimization through experimentation.
• Harness technology for personalization at scale, using AI, APIs, machine-learning models, customer insights, and behavioral data.
• Write clear and actionable strategic briefs, create journey flows (Miro, Lucidchart), and oversee campaign execution across email, push, SMS, and in-app channels.
• Manage multiple concurrent campaigns from concept to on-time launch with strong project management skills.
• Define success metrics for campaigns, produce reporting documents, and identify trends and optimization opportunities.
• Design and execute A/B, multivariate, and hold-out tests to improve engagement and conversion.
• Work closely with Brand Creative, Product Marketing, Customer Experience, Martech, and Product teams to ensure campaign alignment with business priorities.
• Present to leadership and teams to drive alignment and demonstrate CRM impact.
• Act as a subject matter expert and internal champion for CRM, sharing best practices and identifying areas for lifecycle innovation.

Requirements

• Bachelor's degree in Marketing, Business, Communications, or related field (or equivalent practical experience).
• 8-10 years of hands-on experience in lifecycle or CRM campaign management, with proven ownership of cross-channel programs (email, push, SMS, in-app).
• Strong knowledge of marketing automation platforms (Braze, Iterable, Salesforce Marketing Cloud, or similar).
• Demonstrated ability to design and optimize customer journeys using segmentation and personalization.
• Solid understanding of A/B testing, experimentation frameworks, and campaign analytics.
• Excellent project management skills with the ability to manage multiple campaigns from concept to execution.
• Strong communication and collaboration skills to work effectively with cross-functional partners.
• Ability to translate customer insights, behavioral data, and qualitative research into actionable campaign strategies.

Nice to Have

• Experience working with Braze as the primary lifecycle marketing platform.
• Familiarity with AI and machine learning applications in personalization, targeting, and campaign optimization.
• Comfort with data tools (Looker, Tableau, or similar) to analyze performance.
• Experience writing strategic briefs and creating journey flow documentation (e.g., Miro, Lucidchart).
• Prior experience presenting to and influencing leadership stakeholders.
• Background in consumer technology, subscription, DTC or e-commerce businesses with a focus on digital engagement.

Benefits & Perks

• Medical, Dental, and Vision Insurance
• A 401(k) plan with company matching and immediate vesting
• An Open Time Off policy (OTO) with no tenure-based vacation accruals
• 80 hours of sick time upon hire, refreshed annually
• Up to 12 paid holidays per calendar year
• Generous paid leave for new parents or family health needs
• Short- and long-term disability coverage
• Company-paid Disability, Life, and AD&D Insurance
• Voluntary benefits including Voluntary Life, AD&D, Accident, and Pet Insurance
• Mental health benefits
• Employee discount program & Sonos Radio HD