• Execute and evolve Mixbook’s CRM programs 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. • Coordinate and execute promotional batch campaigns, including audience segmentation, QA, and deployment, while ensuring coordination with lifecycle and trigger-based communications. • 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. • 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. • 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. • 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. • 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.