Accountabilities

• Lead and execute CRM monetization initiatives and campaigns, taking ownership of projects designed to generate measurable revenue growth.
• Design, optimize, and manage customer lifecycle journeys across acquisition, conversion, engagement, retention, and win-back stages.
• Take a hands-on approach to CRM operations, independently managing high volumes of campaigns and ensuring accurate, timely, and seamless execution.
• Develop sophisticated audience segmentation and communication strategies, continuously testing and refining approaches based on performance.
• Build and maintain a robust A/B testing framework to evaluate hypotheses, measure outcomes, and identify opportunities for improvement.
• Monitor CRM performance metrics and analyze campaign results to generate actionable insights and recommendations.
• Manage the technical CRM setup, including campaign automation, workflow configuration, integrations, and deliverability optimization.
• Troubleshoot campaign and technical issues and collaborate with Engineering teams when additional technical support is required.
• Work closely with Growth, Design, Analytics, Product, and Engineering teams to align CRM initiatives with wider business and commercial objectives.
• Identify opportunities to improve user journeys, operational processes, campaign efficiency, and monetization performance.
• Maintain a balance between strategic planning and hands-on execution, taking ownership from initial concept through implementation and analysis.
• Continuously introduce new ideas, experiments, and approaches that improve CRM effectiveness and commercial outcomes.
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Requirements

• 5+ years of professional CRM experience, combining strategic communication planning with hands-on campaign execution.
• Strong monetization mindset, with the ability to assess CRM initiatives based on revenue potential, customer value, and measurable business impact.
• Proven experience managing customer lifecycle strategies and delivering initiatives that generate measurable revenue growth.
• Strong technical expertise with CRM platforms, ideally including Braze; experience with Customer.io is a plus.
• Ability to independently configure CRM automations, campaigns, workflows, and related technical components.
• Strong analytical skills and experience using data to track experiments, evaluate campaign performance, and inform decisions.
• Experience managing high volumes of customer communications while maintaining operational quality and consistency.
• Strong understanding of segmentation, lifecycle marketing, experimentation, and CRM optimization.
• Experience with email deliverability optimization is a strong advantage.
• Comfortable collaborating closely with Growth teams, developers, Analytics, Design, and other cross-functional stakeholders.
• Strong problem-solving skills and a proactive approach to identifying technical, operational, and performance issues.
• Self-starter mentality with the ability to take ownership, work independently, and move initiatives forward without extensive supervision.
• Highly organized and capable of balancing multiple campaigns, priorities, deadlines, and strategic initiatives simultaneously.
• Strong communication and stakeholder management skills, with the ability to translate CRM data and insights into clear recommendations.
• Comfortable working in a fast-paced, experimentation-driven environment where priorities and strategies can evolve quickly.