Responsibilities

• Serve as the primary technical owner of Root's Braze platform, including architecture, configuration, governance, administration, and optimization.
• Lead the strategic migration and consolidation of customer communications from multiple internal systems and ownership groups into Root's centralized CRM ecosystem.
• Translate complex operational, servicing, product, and lifecycle communications into scalable, brand-aligned journeys within Braze and related marketing technologies.
• Design, build, launch, monitor, and optimize customer engagement programs across email, SMS, push, in-app messaging, and emerging channels.
• Design and execute customer journeys that support acquisition, remarketing, retention, servicing, and re-engagement initiatives.
• Develop audience segmentation strategies and activation frameworks to improve targeting, engagement, conversion, and customer experience outcomes.
• Lead experimentation efforts across messaging, creative, audience selection, timing, channel mix, personalization, and customer journey design.
• Collaborate with Analytics and Data Science teams to measure campaign effectiveness, evaluate incrementality, and identify optimization opportunities.
• Own Root's email deliverability strategy, including IP reputation management, domain health, authentication protocols, sender reputation monitoring, warming strategies, and inbox placement optimization and suppression frameworks.
• Partner with Marketing, Product, Operations, Engineering, Brand, and Creative teams to operationalize customer communications while ensuring Root's evolving brand identity is consistently and effectively represented across all customer communication channels.