Email / CRM Manager

Mixbook•Redwood City, CA

6d•Remote

About The Position

About Mixbook Mixbook is an award-winning design platform that gives consumers unmatched creative freedom to design and share one-of-a-kind stories, transforming the lives of more than 6 million people. We are the #1 rated photo book service in the US, with 36,000+ five-star reviews and a profitable, growing business. Customers love Mixbook for our powerful and intuitive editor, exceptional quality, designer-curated themes, and fanatical customer service. Founded by two UC Berkeley entrepreneurs named to Inc.’s 30 Under 30, Mixbook has been featured on the Today Show, Good Morning America, TechCrunch, The Verge, The Washington Post, The New York Times, and more. Today, Mixbook is a global team building thoughtful, beautifully crafted products at scale - and we’re just getting started. Overview Mixbook is seeking an experienced, strategic, and highly collaborative Email / CRM Manager to execute and scale our lifecycle and retention marketing strategy end-to-end. This role will own the execution and optimization of CRM-driven programs across email, push notifications, SMS, direct mail, and other lifecycle channels, with responsibility for driving engagement, retention, and customer lifetime value across the full customer journey. Reporting into the Head of CRM, this role will play a critical part in accelerating Mixbook’s growth by ensuring our customer communications are timely, relevant, and personalized. This is a highly hands-on, data-driven role focused on automation, experimentation, optimization, and measurable impact. The Email / CRM Manager will partner closely with Data Science, Product, Creative, Customer Happiness, and Growth Marketing to deliver best-in-class lifecycle experiences.

Requirements

Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
6+ years of experience in CRM or email marketing, ideally within eCommerce or DTC environments.
Proven success defining CRM strategy and owning automation frameworks that improve retention, LTV, and margin contribution.
Hands-on experience with ESP / CRM platforms such as Iterable, SendGrid, or similar.
Experience managing ESP capabilities and roadmap in partnership with Product and Engineering teams.
Strong technical proficiency with HTML/CSS for email editing and QA.
Deep experience with segmentation, personalization, and A/B testing frameworks.
Strong analytical skills with the ability to translate data into insights and optimizations.
Excellent communication, presentation, and project management skills.
Comfortable operating in a fast-paced, test-and-learn environment with high ownership and autonomy.

Nice To Haves

Experience with SMS, push notifications, and/or direct mail is a plus.

Responsibilities

CRM & Lifecycle Strategy Execute and evolve Mixbook’s CRM strategy across onboarding, lifecycle, transactional, reactivation, and loyalty programs.
Implement and optimize segmentation, targeting, and personalization frameworks to maximize engagement, retention, and LTV.
Support the expansion of CRM beyond email into SMS, push notifications, and direct mail.
Ensure CRM programs directly contribute to retention growth and LTV improvement.
Partner with Growth and Email Marketing manager to align lifecycle programs with promotional strategies and seasonal campaigns.
Campaign Leadership & Execution Plan and execute automated and ad-hoc CRM campaigns that are on-brand, timely, and effective.
Lead efforts to streamline customer communications across touchpoints, minimizing overlap and message fatigue.
Collaborate closely with the Email Marketing manager to ensure lifecycle and promotional campaigns are coordinated and aligned on audience strategy.
Marketing Automation & Technical Ownership Serve as the subject-matter expert and owner of Mixbook’s ESP and CRM platforms (Iterable, SendGrid, or equivalent).
Contribute to the ESP roadmap with Product, Engineering, and Data to enhance integrations, workflows, and automation capabilities.
Build and maintain automated journeys, trigger-based campaigns, and segmentation frameworks.
Implement A/B and multivariate testing across content, subject lines, design, timing, and frequency.
Establish a structured testing roadmap to drive continuous learning and performance improvement.
Manage CRM data hygiene and integrations across the marketing tech stack.
Ensure compliance with CAN-SPAM and GDPR while maintaining strong deliverability and sender reputation.
Analytics, Reporting & Optimization Build dashboards and reporting to track CRM performance across engagement, conversion, retention, and revenue contribution.
Translate performance data into clear insights and actionable recommendations.
Proactively identify optimization opportunities across lifecycle touchpoints.
Partner with Data Science to refine attribution and quantify CRM’s impact on growth metrics.
Cross-Functional Collaboration Act as the key CRM stakeholder for cross-functional initiatives, ensuring lifecycle programs support product launches, promotions, and seasonal moments.
Partner with Customer Happiness to ensure alignment between service touchpoints and CRM communications.
Collaborate with Product and Data teams to support experimentation, personalization, and measurement initiatives.
Vendor & Platform Management Manage day-to-day relationships with ESP, CRM, deliverability, and automation vendors.
Evaluate new tools and technologies to enhance scalability, automation, and reporting efficiency.
Recommend and support the implementation of platform enhancements that improve CRM performance and operational efficiency.