Lead CRM Specialist, Consumer

Job Description: • 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) Requirements: • 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 Benefits: • Health insurance • Dental insurance • Vision insurance • Life insurance • 401(k) saving program • Financial assistance for hybrid work • Family planning assistance • Generous parental leave • Flexible time-off policies • Mental health and wellness resources