Develop and execute a comprehensive CRM roadmap that aligns with company growth goals
Map the customer journey to identify key moments for intervention, from onboarding and activation to upsell and win-back strategies.
Set a growth mindset within the team to continually add high-quality, new-to-file email addresses to our database.
Define and track key performance indicators (KPIs) including email deliverability, open rates, CTR, conversion rate, churn rate, and incremental revenue, and use these to continuously refine and improve our CRM series and email campaigns with a focus on achieving revenue goals.
Build advanced customer segments based on behavioral data, purchase history, and predictive modeling (e.g., RFM analysis).
Oversee the deployment of high-impact campaigns across email, SMS and WhatsApp.
Manage the CRM tech stack (Hubspot, Klaviyo, etc.).
Establish a rigorous testing culture to optimize subject lines, content, send times, and offer structures.

4+ years in CRM, lifecycle marketing, or retention marketing, with at least 2 years in a leadership/management role
Deep expertise with enterprise-level ESPs/CDPs (e.g., Hubspot or Klaviyo)
Comfortable working with large datasets, and ability to teach staff how to construct relevant and actionable analyses
Proven track record of scaling a CRM program that significantly moved the needle on retention and LTV
Ability to translate complex data insights into actionable marketing strategies for executive stakeholders.

Senior Manager, Email Strategy & CRM

Key skills