CRM Manager /Lifecycle Marketing Manager

Position Title: CRM Manager | Lifecycle Marketing Manager

Location: Dallas-Fort Worth Metroplex

Reports to: Head of Marketing

Position Overview:

We are seeking a strategic and hands-on CRM Manager to lead the development and optimization of our multi-channel customer engagement strategy. This role is critical to driving member retention, engagement, and lifetime value through automated, personalized journeys across email, SMS, app notifications, and WhatsApp .

The ideal candidate is both creative and analytical, with proven experience designing high-impact CRM programs from the ground up. You'll own everything from journey design/mapping and segmentation to hands-on execution in Klaviyo (or a comparable platform) . This role requires a strong grasp of lifecycle marketing, automation, and performance optimization across both marketing and transactional touchpoints.

What You'll Be Doing:

CRM Automation & Customer Journey Management

• Design, build, and optimize automated customer journeys across email, SMS, push notifications, and WhatsApp , tailored to lifecycle stages and behavioral triggers.
• Own the strategy and execution of key journeys, including onboarding, retention, re-engagement, win-back , and transactional communications .
• Continuously refine and evolve journeys based on performance metrics (e.g., open/click rates, conversions, engagement score, churn risk).
• Leverage A/B testing and data insights to improve targeting, message sequencing, timing, and creative across channels.
• Ensure deliverability, compliance (e.g., GDPR, CAN-SPAM), and audience segmentation best practices across platforms.

Cross-Functional & Technical Collaboration

• Partner with engineering and data teams to ensure clean, reliable data flows via API or CDP integrations for real-time personalization and segmentation.
• Work closely with product, design, and analytics teams to align CRM initiatives with business goals, brand guidelines, and user experience.
• Use performance dashboards and cohort analyses to inform strategy and prioritize experimentation.

Emerging Channels & Omnichannel Engagement Strategy

• Lead the expansion and orchestration of multi-channel messaging strategies across:
• Email : Promotional, lifecycle, and transactional communications.
• SMS : Consent-based messaging for time-sensitive alerts and transactional updates.
• App Push Notifications : Real-time and behavior-triggered messages to drive app engagement.
• WhatsApp : Build out compliant, personalized messaging for global mobile-first markets.
• Ensure all channels are connected and consistent, delivering a seamless, personalized experience across the customer journey.

Required Qualifications:

• Minimum 5 years managing CRM programs and automated customer journeys across email, SMS, push notifications, and other engagement channels.
• Proficiency in Klaviyo or similar marketing automation platforms.
• Strong technical understanding of data integrations and API-based triggers in marketing automation systems.
• Track record of building high-performing email and retention campaigns from scratch.
• Analytical mindset with experience tracking KPIs and running A/B tests.
• Excellent communication and project management skills.
• Strong attention to detail and commitment to brand quality.

Preferred Qualifications:

• Experience implementing and managing push notification, SMS, and/or WhatsApp messaging programs preferred.
• Experience in the travel, e-commerce, or membership-based industries.
• Familiarity with HTML/CSS for email layout adjustments.
• Knowledge of audience compliance standards across SMS and WhatsApp.
• Experience with mobile engagement strategies and push notification best practices.

What We Offer:

• Full-time employment
• Competitive salaries
• International team of people learning from one another
• Hybrid work schedule
• Paid time off and travel privileges
• Opportunities for professional growth