CRM Manager

Ziff Davis Shopping

5d•$110,000 - $125,000

About The Position

The CRM Manager will play a pivotal role in driving customer engagement, retention, and importantly revenue across multiple channels, including Email, Mobile Push, In-App Messaging, Web Push, and Extension Banners. This role is responsible for developing high-impact lifecycle strategies, optimizing segmentation and targeting, managing seasonal and tentpole marketing initiatives, and ensuring CRM campaigns align with business objectives, sales priorities, and technical capabilities. A key part of this role involves cross-functional collaboration with Business Analytics, Product/Engineering, Sales, Brand, Content, and Operations teams to ensure campaigns are executed seamlessly. Additionally, the CRM Manager serves as a Subject Matter Expert (SME) for Braze and our MarTech Stack, overseeing the technical execution of CRM programs, campaign hygiene, and customer journey optimization. This individual also plays a crucial role in developing rewards and loyalty-driven initiatives, ensuring incentives drive long-term engagement and revenue growth. There is a particular focus in this role on segmentation and performance optimization to drive optimum customer outcomes that result in increased LTV from our customers, achieved through working hand in globe with our Business Analytics team on customer data and analysis. This role requires strategic thinking, technical acumen, and a strong ability to execute across multiple channels while continuously optimizing performance based on data-driven insights.

Requirements

5+ years of hands-on experience in CRM, Lifecycle Marketing, or Retention Marketing, ideally within a fast-paced B2C, e-commerce, fintech, or tech environment.
Demonstrated experience designing and executing end-to-end user retention strategies, commercial promotions, and incentive-based campaigns (e.g., cashback programs, referral bonuses, or welcome offers).
Recent experience in a highly commercial/performance marketing role, with a specific focus on driving conversions, revenue and lifetime value from different customer segments.
Advanced proficiency with Braze (or equivalent top-tier customer engagement platforms like Iterable or Customer.io), including building complex multi-channel canvases, custom attributes, and webhooks.
Deep expertise across omnichannel messaging architecture, specifically managing Email, Mobile Push, In-App Messaging, and Web Push notifications.
Strong technical operations acumen with experience working directly with Product and Engineering teams to troubleshoot data feeds, scope SDK/API requirements, and maintain CRM infrastructure hygiene.
Data-driven mindset with the ability to partner closely with Business Analysts to interpret performance metrics, track conversion funnels, and extract actionable insights.
Strong background in A/B testing methodologies, customer segmentation, and behavior-based cohort analysis.
Excellent project management and communication skills, capable of bridging the gap between creative marketing briefs and highly technical product requirements.
Proven people management experience, with a track record of successfully managing, mentoring, or guiding junior team members (such as a CRM Coordinator).
Bachelor’s degree preferred.

Responsibilities

Lead CRM strategy and execution across Email, Mobile Push, In-App Messaging, Web Push, and Owned Inventory to drive engagement, retention, and revenue.
Develop and optimize customer segmentation and lifecycle journeys in Braze, ensuring personalized, data-driven messaging that aligns with business objectives.
Launch and manage complex and detailed trigger based program, leveraging incentives and data to drive commercial outcomes.
Manage loyalty and incentive-based marketing efforts, including New User Bonus (NUB) programs, Cash Back Boost promotions, and re-engagement campaigns to maximize retention and drive sustainable growth in conversions and revenue.
Own CRM program hygiene and technical operations, partnering with Product/Engineering to troubleshoot issues, refine audience targeting, and maintain infrastructure integrity.This includes spotting areas of improvement and scoping the necessary technical changes and championing their prioritization.
Monitor and report on campaign performance, collaborating with Business Analysts to track engagement and conversions, optimize performance, and provide actionable insights.
Continuously improve CRM workflows and automation, ensuring efficiency in campaign execution, data tracking, and overall CRM strategy.
Manage the CRM Coordinator to ensure that all campaigns are executed efficiently and according to brief - a combination of marketing campaigns to support business objectives and complex lifecycle and trigger based communications.