Senior Manager, CRM

Justremote; United States; Remote; USD 124,000 - 152,000; Full time

Benefits offered by this job

Equity

Unlimited vacation

Parental leave (paid)

Home office stipend

Comprehensive health, vision, dental,

401k with company match

Wellness stipend

Job summary

Hungryroot is seeking a CRM leader to develop and execute a comprehensive lifecycle strategy across onboarding, activation, retention, and win-back. You will own all communications via email and SMS, partner with Data Science to build segmentation, run rigorous tests, and translate learnings into best practices.

You will manage a CRM team and external partners, ensure deliverability and compliance, and report KPIs to leadership.

Qualifications

• 6-10 years of experience in CRM, lifecycle, service, account management, sales or email marketing.
• Track record of growing engagement, retention and revenue through lifecycle programs in DTC or subscription businesses.
• Hands-on Braze experience including Canvas Flow, segmentation, Liquid personalization, Connected Content and Currents.
• Strong analytical skills with experience designing and analyzing experiments (A/B, multivariate, holdout).
• Experience with data pipelines feeding a CRM platform and exporting engagement data for analysis.
• Strong project management and cross-functional collaboration skills.

Responsibilities

• Develop and lead the CRM strategy and roadmap across the full customer lifecycle.
• Own lifecycle, triggered, promotional and ad hoc communications in email, SMS and other notifications.
• Partner with Data Science and Product to build segmentation and personalization.
• Run a rigorous testing program and turn learnings into best practices.
• Collaborate with Creative & Content to deliver on-brand, customer-first messaging and design.
• Act as customer advocate in cross-functional work with Digital, Product and Operations teams.
• Manage, coach and develop a team of CRM marketers and direct freelance/agency partners.
• Own deliverability, list health and compliance (CAN-SPAM, TCPA, CCPA) across email and SMS.
• Track and report on CRM performance and KPIs; share insights with leadership.
• Own the data powering CRM: Braze pipelines and warehouse reporting.
• Be in-house Braze expert: Canvas architecture and tooling improvements.

Skills

Braze

Canvas Flow

Segmentation

Personalization

Currents

A/B testing

Tools

Looker

SQL

Job description

About:

• Develop and lead the CRM strategy and roadmap across the full customer lifecycle: onboarding, activation, retention, reactivation and win-back.
• Own our lifecycle, triggered, promotional and ad hoc communications in email, SMS and other notifications, including new feature announcements, campaigns, and account-based emails.
• Partner with Data Science and Product to build segmentation and personalization that makes each message more relevant to the individual customer's preferences, behavior and order history.
• Run a rigorous testing program (subject lines, content, offers, timing, flows), and turn the learnings into decisions and documented best practices.
• Work with Creative & Content to deliver on-brand, customer-first messaging and design, and with Operations and Customer Care to align communications on delivery, shipping and service moments.
• Act as the customer advocate in cross-functional work with Digital, Product and Operations teams.
• Manage, coach and develop a team of CRM marketers, and direct freelance or agency partners as needed.
• Own deliverability, list health and compliance (CAN-SPAM, TCPA, CCPA) across email and SMS.
• Track and report on CRM performance and retention/loyalty KPIs, including engagement, conversion, retention and revenue impact, and share insights with leadership.
• Own the data that powers CRM: partner with Data Science and Engineering on the pipelines that feed Braze (events, attributes, catalogs) and on getting engagement data back into the warehouse for reporting.
• Be our in-house Braze expert: own Canvas architecture, and continuously evaluate and improve our CRM tooling, automation workflows and team processes.

Experience:

• 6-10 years of experience in CRM, lifecycle, service, account management, sales or email marketing
• A track record of growing engagement, retention and revenue through lifecycle programs, at direct-to-consumer (DTC) brands, ideally subscription or recurring-revenue businesses.
• Extensive hands-on experience with Braze (required), including Canvas Flow, segmentation, Liquid personalization, Connected Content and Currents.
• Strong analytical skills and a results orientation: deep experience designing and analyzing experiments (A/B, multivariate, holdout and incrementality tests), and comfortable with attribution and customer data. Looker, and SQL is strongly preferred.
• Experience with the data pipelines that feed a CRM platform: event and attribute schemas, warehouse-to-Braze syncs, and exporting engagement data back out for analysis.
• Strong project management and cross-functional collaboration skills.
• Experience building segmentation and personalization strategies with data and product teams (Nice to have).
• Experience at a startup or a high growth company is a plus, especially within the food and e-commerce space (Nice to have).

Salary and Perks:

Pay range: $124K - $152K

• Equity
• Unlimited vacation policy
• Universal paid parental leave
• Monthly Hungryroot credit for delicious, healthy groceries
• Comprehensive health, vision, dental, and life insurance
• 401k with Company Match
• A work from home stipend to support your initial home-office setup

About Hungryroot:

Hungryroot is your partner in healthy living.