CRM & Lifecycle Manager

Swishbreaks • New York, NY

1d

About The Position

You will own the systems and programs that turn customer data into action. That means managing our CRM and engagement roadmap, building loyalty and personalization programs, and partnering on our digital product to connect behavioral signals to the moments we reach customers next. You will design the journeys, triggers, and touchpoints that move someone from first purchase to repeat buyer to long-term community member. Most lifecycle roles ask you to manage flows inside a tool someone else configured. This one asks you to own the whole system.

Requirements

• 5-8+ years in lifecycle, CRM, or retention marketing with ownership of customer journey systems, not just campaign execution
• Experience owning CRM and lifecycle infrastructure end to end, including defining priorities, briefing technical requirements, and working across data and engineering to get things built
• Strong working knowledge of CRM and automation platforms such as Klaviyo, Braze, or Iterable, with the ability to think critically about configuration, not just usage
• Fluency in data: comfortable reading dashboards, building audience briefs, and working with analysts to pull segments and measure outcomes
• Experience building loyalty or personalization programs that go beyond discounts into genuine community value
• Familiarity with web and mobile web event tracking and how behavioral signals feed into CRM and personalization systems
• Strong marketing instincts for copy, timing, tone, and creative briefing across different customer segments
• Comfortable moving fast in a high-growth environment where ownership is broad and priorities shift

Nice To Haves

• Experience in live shopping, creator marketplaces, ecommerce, sports, and/or TCG
• You are a culture warrior and thrive in expressive environments (streetwear, sports, gaming, media)
• You love creators, fans, collectors, and the culture that surrounds them — this isn’t just a job to you

Responsibilities

• Own the CRM and customer engagement roadmap, setting priorities and driving execution across email, SMS, and on-platform touchpoints
• Build and manage lifecycle programs across onboarding, engagement, re-engagement, and win-back that move customers from first purchase to long-term loyalty
• Partner on our digital product to connect web and mobile web behavioral data to personalized customer experiences
• Develop our loyalty and VIP strategy, creating tiered experiences that reward high-value customers and deepen community belonging
• Translate customer signals and platform activity into targeted segments and triggered programs that drive measurable retention and revenue
• Own retention reporting including repeat purchase rate, LTV, engagement rate, and churn signals, and use that data to drive decisions
• Collaborate with streamers and content teams on timely, personalized moments tied to live events and channel milestones

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed