Senior Manager, CRM

Responsibilities

• Develop and lead the CRM strategy and roadmap across the full customer lifecycle: onboarding, activation, retention, reactivation and win-back.
• Own our lifecycle, triggered, promotional and ad hoc communications in email, SMS and other notifications, including new feature announcements, campaigns, and account-based emails.
• Partner with Data Science and Product to build segmentation and personalization that makes each message more relevant to the individual customer's preferences, behavior and order history.
• Run a rigorous testing program (subject lines, content, offers, timing, flows), and turn the learnings into decisions and documented best practices.
• Work with Creative & Content to deliver on-brand, customer-first messaging and design, and with Operations and Customer Care to align communications on delivery, shipping and service moments.
• Act as the customer advocate in cross-functional work with Digital, Product and Operations teams.
• Manage, coach and develop a team of CRM marketers, and direct freelance or agency partners as needed.
• Own deliverability, list health and compliance (CAN-SPAM, TCPA, CCPA) across email and SMS.
• Track and report on CRM performance and retention/loyalty KPIs, including engagement, conversion, retention and revenue impact, and share insights with leadership.
• Own the data that powers CRM: partner with Data Science and Engineering on the pipelines that feed Braze (events, attributes, catalogs) and on getting engagement data back into the warehouse for reporting.

Requirements

• 6-10 years of experience in CRM, lifecycle, service, account management, sales or email marketing
• A track record of growing engagement, retention and revenue through lifecycle programs, at direct-to-consumer (DTC) brands, ideally subscription or recurring-revenue businesses.
• Extensive hands-on experience with Braze (required), including Canvas Flow, segmentation, Liquid personalization, Connected Content and Currents.
• Strong analytical skills and a results orientation: deep experience designing and analyzing experiments (A/B, multivariate, holdout and incrementality tests), and comfortable with attribution and customer data. Looker, and SQL is strongly preferred.
• Experience with the data pipelines that feed a CRM platform: event and attribute schemas, warehouse-to-Braze syncs, and exporting engagement data back out for analysis.
• Strong project management and cross-functional collaboration skills.

Preferred

• Experience building segmentation and personalization strategies with data and product teams.
• Experience at a startup or a high growth company is a plus, especially within the food and e-commerce space

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