The Senior Manager, CRM will be accountable for customer engagement, conversion and retention metrics driven by CRM, and for the quality of the customer experience those communications create. They will report into Marketing leadership and work closely with the Creative & Content team, Performance Marketing, Product, Data Science, and Operations (culinary, delivery) and Customer Care.
Responsibilities
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.
Qualifications
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.
Nice To Have
Experience building segmentation and personalization strategies with data and product teams.
Experience at a startup or a high growth company is a plus, especially within the food and e-commerce space
Perks & Benefits
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
Expected Pay Range
$124,000 - $152,000
Our mission to help make healthy eating easy, accessible, and joyful is better served by a diverse workplace. We are a proud Equal Opportunity Employer committed to building an inclusive workplace. We have zero-tolerance for harassment or discrimination. We do not discriminate on the basis of race, religion, ethnicity, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability.
