Lifecycle & CRM Marketing Manager

About the role

This role involves building and owning Mixam's lifecycle/customer retention engine across various channels including email, SMS, loyalty program, strategic segmentation, testing, and Hubspot CRM tooling. Key responsibilities include identifying customer risk and opportunity, designing interventions, measuring impact, and continuously improving the customer journey.

Core Responsibilities

• Moves comfortably between strategy and execution: diagnosing customer behavior, designing the right intervention, building smarter customer journeys, measuring impact, and improving it over time.
• Owns Mixam's email program end-to-end: lifecycle strategy, campaign planning, flows, segmentation, copy and messaging direction, directly writing and executing clear, persuasive, action-driven copy across email and SMS, build/QA process, deployment, testing, reporting, and optimisation across markets.
• Lifecycle activation and optimisation of Mixam Rewards, including member onboarding, points education, redemption activation, tier progression, loyalty-triggered journeys, lapsed-member reactivation, testing, and reporting.
• Lifecycle segmentation and customer journey strategy across markets, using customer behavior, product affinity, purchase history, market, lifecycle stage, engagement, and loyalty status.
• Launch and own SMS properly, including consent/preference capture, segmentation, channel governance, lifecycle use cases, testing, and reporting.
• Partner with Data to define retention metrics, including repeat purchase, churn, reorder timing, LTV, reactivation, cohort behavior, and turn it into automations, and testing that drives revenue.
• Build, run, and report on a rigorous A/B testing roadmap across messaging, offers, flows, and creative assets, using data-driven insights to fuel a cycle of continuous improvement across our entire CRM and lifecycle ecosystem.
• Partner closely with Marketing, Data, Pricing, Product, and Customer Operations.
• Partner with Design on creative assets and templates, while independently owning messaging, copy direction, lifecycle strategy, and performance.
• Uses analytics, automation, and AI-enabled tools responsibly to increase insight, testing velocity, and workflow efficiency while protecting quality and brand standards.
• Owns the assessment of Mixam's lifecycle technology stack. All current marketing email is in Klaviyo, while HubSpot is in early implementation. This person should assess requirements and recommend the best long-term operating model across Klaviyo, HubSpot, SMS, data, consent, automation, reporting, and integrations.

Skills & Experience

• Demonstrable lifecycle, CRM, retention, or e-commerce marketing experience.
• Prior experience and tangible result-driven.
• Strong analytical judgment: proven experience executing and reporting on A/B testing methodologies, with the ability to interpret cohort behavior, form clear hypotheses, and translate test results into optimized customer journeys.
• Comfortable with independently building processes and operating models from scratch.
• Proven experience independently owned lifecycle or retention strategy, not just produced email campaigns.
• Demonstrable experience owning or scaling loyalty, rewards, membership, or tiered customer programs.
• Uses analytics, automation, and AI-enabled tools responsibly to accelerate insight development, campaign production, testing velocity, and workflow efficiency. Strong copy and messaging instincts; able to create clear, persuasive and action driven copy- using testing and customer insight to continuously improve performance.

Benefits

• 20 days PTO (raising with tenure)
• 401k contributions
• Medical/Dental/Vision/Life insurance options and contributions
• Hybrid working
• Office snacks
• Apple equipment

Why Join Us?

At Mixam, we've built a world-class platform that redefines the online printing experience for customers globally. We couple our advanced technology with an ambitious streak for creativity and continuous innovation. So if you thrive on full end-to-end accountability and want the flexibility to turn your strategic ideas into immediate, hands-on execution, you will love growing with us Mixam. The Smart Way to be Hired. Equality, Diversity & Inclusion: At Mixam, diversity, equity and inclusion are at the heart of who we are, and we welcome applications from people of all backgrounds. We know few people meet every requirement, so if you're excited about this role, we'd love to hear from you and we'll consider your overall experience and potential. We're also committed to minimising our environmental impact and creating a workplace where everyone feels valued and supported.