Sr. Manager, CRM
The organization is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. This team is redefining healthcare by putting the customer first and delivering access to care that is affordable, accessible, and personal, from diagnosis to treatment to delivery. No two people are the same, so the program provides access to personalized care designed for results. By normalizing health and wellness challenges and innovating on their solutions, the organization is making better health outcomes easier to achieve.
About the Opportunity:
A Sr. CRM Manager is needed to join this growing team. The ideal candidate is passionate about the end-to-end customer journey, is a natural at empathizing with the customer, and is relentless at finding the levers to drive customer engagement. An understanding of the important role acquisition plays in retention, and the ability to partner with cross-functional teams to unlock new customer-centric strategies, is essential. CRM is seen as much more than just sending emails, and thinking outside the box to drive customer engagement is encouraged.
You Will:
• Lead the CRM acquisition strategy for all verticals, leveraging email, push, SMS, and in-app messages
• Build and scale a lead generation program from the ground up, including SMS opt-in
• Regularly analyze CRM funnel KPI’s to identify opportunities to optimize pre- and post-click experiences with cross-functional teams
• Partner with cross-functional stakeholders from Integrated Marketing, Product Marketing, Product, Insights, and more to advance acquisition and retention goals
• Develop best-in-class testing roadmaps from experimentation, planning, and development to scaling the learning
• Work with product, data, and engineering teams to design and launch complex automated campaigns and ensure high-quality, error-free implementation, testing, and QA of CRM campaigns
• Work with the Director, CRM, and Sr. CRM Managers to overhaul reporting structure and dashboards to unlock program visibility internally and to cross-functional teams
• Manage, mentor, and develop a team of 1 with an opportunity to grow the team
You Have:
• Bachelor’s Degree or equivalent work experience
• 5-8 years of experience in CRM and Lifecycle, subscription experience a plus
• A knack for managing complexity and paying attention to the finer details, while also seeing the big picture and appreciating progress over perfection
• Customer-centric mindset with experience using customer insights (qualitative and quantitative) to inform business strategy and day-to-day decision-making
• Ability to communicate the benefits of strategies to business audiences of all levels
• Expertise in bringing cross-functional stakeholders together to advance retention goals
• Familiarity with Braze, Iterable, Marketo, or similar ESP
• Ability to drive experimentation focused on core success metrics
• Knowledge of HTML, CSS, and email client basics
• An in-depth understanding of the healthcare, wellness, or CPG industry is a plus
• Knowledge of FDA and HIPAA regulations is a plus
• Strong desire and curiosity to learn
Our Benefits:
• Competitive salary and equity compensation for full-time roles
• Unlimited PTO, company holidays, and quarterly mental health days
• Comprehensive health benefits including medical, dental and vision, and parental leave
• Employee Stock Purchase Program (ESPP)
• 401k benefits with employer matching contribution
• Offsite team retreats
The organization is committed to building a workforce that reflects diverse perspectives and prioritizes ethics, wellness, and a strong sense of belonging. If you’re excited about this role, you are encouraged to apply—even if you’re not sure if your background or experience is a perfect match.
The organization considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.