• Support day-to-day CRM operations, including one-off sends and multi-step automated journeys across email, SMS, and in-app • Own assigned CRM strategic initiatives to drive key performance metrics (retention/MAU, CVR, etc.) across various business verticals • Orchestrate cohesive cross-channel experiences, ensuring message timing, sequencing, and frequency are user-centric • Coordinate with agency partners to ensure delivery of on-time, quality communications at scale • Champion rapid experimentation (A/B and multivariate testing), and integrate behavioral triggers, dynamic content, and advanced segmentation to optimize performance • Identify high-value opportunities to improve user retention, reactivation, and LTV across the customer lifecycle • Verify CRM campaigns adhere to best practices around tagging, deliverability, and privacy compliance (GDPR, CCPA, etc.) • Adhere to proper documentation and Quality Assurance processes for every message launched • Prepare and present campaign/program performance reports, CRM strategy presentations, and other project documentation to stakeholders, cross-functional teams, and marketing leadership • Collaborate with Product Marketing, Product, Data and Brand to support feature launches and ongoing engagement efforts • Partner with engineering to maintain/improve the effectiveness of our CRM platform (Braze)