Support day-to-day CRM operations, including one-off sends and multi-step automated journeys across email, SMS, and in-app
Own assigned CRM strategic initiatives to drive key performance metrics (retention/MAU, CVR, etc.) across various business verticals
Orchestrate cohesive cross-channel experiences, ensuring message timing, sequencing, and frequency are user-centric
Coordinate with agency partners to ensure delivery of on-time, quality communications at scale
Champion rapid experimentation (A/B and multivariate testing), and integrate behavioral triggers, dynamic content, and advanced segmentation to optimize performance
Identify high-value opportunities to improve user retention, reactivation, and LTV across the customer lifecycle
Verify CRM campaigns adhere to best practices around tagging, deliverability, and privacy compliance (GDPR, CCPA, etc.)
Adhere to proper documentation and Quality Assurance processes for every message launched
Prepare and present campaign/program performance reports, CRM strategy presentations, and other project documentation to stakeholders, cross-functional teams, and marketing leadership
Collaborate with Product Marketing, Product, Data and Brand to support feature launches and ongoing engagement efforts
Partner with engineering to maintain/improve the effectiveness of our CRM platform (Braze)

5+ years of hands-on experience building CRM or lifecycle marketing programs at a high-growth B2C company
Extensive hands-on experience with modern CRM platforms (ideally Braze) and adjacent tooling (e.g. push/SMS platforms, CDPs, Amplitude, Optimizely)
Strong data fluency — able to evaluate campaign performance, run cohort analysis, and translate insights into practical action
Track record of designing and scaling personalized customer journeys that drive measurable business outcomes
Strategic mindset with a bias toward experimentation and continuous improvement
Excellent communication and stakeholder management skills; comfortable working in cross-functional, matrixed teams
Familiarity with deliverability best practices, regulatory standards (e.g. CAN-SPAM, GDPR, CCPA), and CRM compliance frameworks
Experience managing content across international markets, with sensitivity to regional behaviors
Bonus: experience leveraging AI tools to power marketing automation performance and efficiency

Lead CRM Specialist, Consumer

Key skills