Senior CRM Manager (Remote)

Key Responsibilities

• Collaborate with stakeholders to independently own, develop and implement comprehensive lifecycle strategies for your vertical(s), ensuring alignment with business objectives
• Proactively share new ideas and campaign recommendations across lifecycle channels, focusing on growing lifetime value, upselling to existing customers, or cross-selling new products and services
• Validate ideas before investing in them, pressure-testing whether a campaign is viable before starting work, and prioritizing accordingly
• Segmentation and strategy expert who knows the end-to-end customer experience for your vertical(s) across all channels
• Champion responsible use of customer data — asking not just whether we can use the data, but whether we should — with a firm commitment to data security, privacy, and relevance
• Leadership & Team Development: Manage, coach, and develop one CRM Executive – setting clear goals, giving regular feedback, and raising the quality of their output
• Model best-in-class lifecycle marketing and help elevate the capability and standards of the wider CRM team
• Communicate plans, progress, and results with clarity and confidence to stakeholders
• Create the creative vision and direction for full lifecycle communications across acquisition and retention, pushing beyond content refreshes to genuinely differentiate how we engage customers
• Set the creative vision and direction for full lifecycle communications across acquisition and retention, pushing beyond content refreshes to genuinely differentiate how we engage customers
• Help form the department-level innovation and testing roadmap, turning ambitious ideas into experiments that move the numbers
• Shape and brief new campaign concepts, partnering with our internal teams to bring them to life
• Own the creative and brand standards and best practices, directing campaign visuals with our Design team to raise the quality of everything the team ships
• Bring outside-in thinking – spotting trends, new channels, and competitor moves, and translating them into ideas we can test
• Adopts and iterates with AI tools and services to accelerate ideation, personalization, and campaign production – testing where they can raise quality, speed, or impact
• Develop realistic project timelines, communicate them clearly to stakeholders, and consistently deliver to committed deadlines
• Build customer journeys, audience segments, and messaging templates within our customer engagement platform, Braze – working with product and engineering on any new data schema needs to bring campaigns to life
• Can build customer journeys, audience segments, and messaging templates within our customer engagement platform, Braze
• Analysis: Responsible for achieving vertical-specific revenue & performance goals, outlined with CRM leadership
• Optimizes their existing campaigns to achieve goal KPI’s and above benchmark expectations
• Independently pulls their reporting with our customer engagement platform and Tableau
• Shares campaign-specific insights & trends regularly (test performed, weekly/monthly changes in performance)

Qualifications

• 5+ years of lifecycle/CRM experience, ideally gained in a D2C or comparison
• Strong creative background with a track record of designing high-performing campaigns, paired with strategic thinking
• Thrives collaborating across other departments and building relationships with key stakeholders
• Experience managing, mentoring, or elevating more junior team members
• A self-starter and excellent communicator, with proven stakeholder management and a track record of delivering to committed timescales
• Nice to have: experience with Braze, or equivalent platform
• Nice to have: experience working across multiple verticals or product categories