Email / CRM Manager

Role Overview

• Execute and evolve Mixbook’s CRM programs across onboarding, lifecycle, transactional, reactivation, and loyalty programs.
• Implement and optimize segmentation, targeting, and personalization frameworks to maximize engagement, retention, and LTV.
• Support the expansion of CRM beyond email into SMS, push notifications, and direct mail.
• Ensure CRM programs directly contribute to retention growth and LTV improvement.
• Partner with Growth and Email Marketing manager to align lifecycle programs with promotional strategies and seasonal campaigns.
• Coordinate and execute promotional batch campaigns, including audience segmentation, QA, and deployment, while ensuring coordination with lifecycle and trigger-based communications.
• Plan and execute automated and ad-hoc CRM campaigns that are on-brand, timely, and effective.
• Lead efforts to streamline customer communications across touchpoints, minimizing overlap and message fatigue.
• Collaborate closely with the Email Marketing manager to ensure lifecycle and promotional campaigns are coordinated and aligned on audience strategy.
• Serve as the subject-matter expert and owner of Mixbook’s ESP and CRM platforms (Iterable, SendGrid, or equivalent).
• Contribute to the ESP roadmap with Product, Engineering, and Data to enhance integrations, workflows, and automation capabilities.
• Build and maintain automated journeys, trigger-based campaigns, and segmentation frameworks.
• Implement A/B and multivariate testing across content, subject lines, design, timing, and frequency.
• Establish a structured testing roadmap to drive continuous learning and performance improvement.
• Manage CRM data hygiene and integrations across the marketing tech stack.
• Ensure compliance with CAN-SPAM and GDPR while maintaining strong deliverability and sender reputation.
• Build dashboards and reporting to track CRM performance across engagement, conversion, retention, and revenue contribution.
• Translate performance data into clear insights and actionable recommendations.
• Proactively identify optimization opportunities across lifecycle touchpoints.
• Partner with Data Science to refine attribution and quantify CRM’s impact on growth metrics.
• Act as the key CRM stakeholder for cross-functional initiatives, ensuring lifecycle programs support product launches, promotions, and seasonal moments.
• Partner with Customer Happiness to ensure alignment between service touchpoints and CRM communications.
• Collaborate with Product and Data teams to support experimentation, personalization, and measurement initiatives.
• Manage day-to-day relationships with ESP, CRM, deliverability, and automation vendors.
• Evaluate new tools and technologies to enhance scalability, automation, and reporting efficiency.
• Recommend and support the implementation of platform enhancements that improve CRM performance and operational efficiency.

Requirements

• Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
• 6+ years of experience in CRM or email marketing, ideally within eCommerce or DTC environments.
• Proven success defining CRM programs and owning automation frameworks that improve retention, LTV, and margin contribution.
• Hands-on experience with ESP / CRM platforms such as Iterable, SendGrid, or similar.
• Experience managing ESP capabilities and roadmap in partnership with Product and Engineering teams.
• Strong technical proficiency with HTML/CSS for email editing and QA.
• Deep experience with segmentation, personalization, and A/B testing frameworks.
• Strong analytical skills with the ability to translate data into insights and optimizations.
• Experience with SMS, push notifications, and/or direct mail is a plus.
• Excellent communication, presentation, and project management skills.
• Comfortable operating in a fast-paced, test-and-learn environment with high ownership and autonomy.

Benefits

• Quarterly travel to the San Francisco Bay Area