Sr CRM Lifecycle Manager

Job description

This role is responsible for owning and optimizing the end-to-end customer journey across email, in-app messaging, SMS, WhatsApp, and push notifications.

You will sit at the intersection of strategy, operations, and customer experience, focused on driving engagement, maximizing customer value, and driving measurable business impact.

You’ll operate with a high degree of ownership and independence, collaborating cross-functionally to identify key moments in the customer journey.

You have a track record of crafting thoughtful campaigns that deepen relationships and optimizing performance through data and experimentation.

This role is a hybrid position
Some roles require an office while others may be done remotely.

This position is considered hybrid, allowing for a combination of remote work and in-office collaboration.

Qualified applicants must live within commuting distance of our Seattle or Boston office locations.

Key Responsibilities

Lifecycle Strategy

• Own the end to end strategy and campaign/program design of lifecycle marketing campaigns.
  
  You know how to onboard a new customer, keep them engaged, and win them back if necessary.
  
  Walking the line between providing customer value and driving business impact is a territory you know well.
  
  

• Design effective customer journeys using marketing automation, segmentation, and personalization capabilities.
  
  Experience with Braze preferred.

• Partner with Analytics and leverage voice of the customer data to identify high-value customer behaviors and opportunities to drive incremental revenue/engagement through messaging.

• Propose innovative solutions to customer pain points, leveraging qualitative and quantitative data to inform plans.

• Drive new initiatives to increase conversion and engagement, with ongoing optimization through experimentation.

• Harness technology for personalization at scale, using AI, APIs, machine-learning models, customer insights and behavioral data to improve customer relevancy and impact.

Campaign Planning & Execution

• Writes clear and actionable strategic briefs, creates journey flows (Miro, Lucidchart), and oversees execution of campaigns across email, push, SMS, and in-app channels, ensuring consistency, quality, and on-brand execution at every touchpoint.

• Strong project management skills with the ability to manage multiple concurrent campaigns from concept to on-time launch.
  
  

• Open and willing to experiment with AI technologies to improve workflows and drive efficiencies for execution

Optimization & Insights

• Define success metrics for all campaigns and programs, partnering with Analytics to produce reporting documents that quantify impact and identify trends and optimization opportunities.

• Design and execute A/B, multivariate, and hold-out tests to improve campaign engagement and conversion.
  
  Prioritize tests according to estimated impact, considering all facets of a campaign: messaging/content, timing, targeting, and cadence.

Cross-Functional Collaboration & Leadership

• Work closely with Brand Creative, Product Marketing, Customer Experience, Martech, and Product (App) teams to ensure campaigns align with broader business priorities and enhance customer experience.

• Strong communication with cross-functional partners and leadership; present to leadership and teams in an effort to drive seamless alignment and demonstrate the CRM team’s impact

• Act as a subject matter expert and internal champion for CRM, sharing best practices and identifying areas for lifecycle innovation.

Basic Qualifications:

• Bachelor’s degree in Marketing, Business, Communications, or related field (or equivalent practical experience).

• 8-10 years of hands-on experience in lifecycle or CRM campaign management, with proven ownership of cross-channel programs (email, push, SMS, in-app).

• Strong knowledge of marketing automation platforms (Braze, Iterable, Salesforce Marketing Cloud, or similar).

• Demonstrated ability to design and optimize customer journeys using segmentation and personalization.

• Solid understanding of A/B testing, experimentation frameworks, and campaign analytics.
  

• Excellent project management skills, with ability to manage multiple concurrent campaigns from concept to execution.

• Strong communication and collaboration skills to work effectively with cross-functional partners.

• Ability to translate customer insights, behavioral data, and qualitative research into actionable campaign strategies.
  

Preferred Qualifications:

• Experience working with Braze as the primary lifecycle marketing platform.

• Familiarity with AI and machine learning applications in personalization, targeting, and campaign optimization.

• Comfort with data tools (Looker, Tableau, or similar) to self-serve and analyze performance.

• Experience writing strategic briefs and creating journey flow documentation (e.g., Miro, Lucidchart).

• Prior experience presenting to and influencing leadership stakeholders.

• Background in consumer technology, subscription, DTC or e-commerce businesses with a focus on digital engagement.

Your profile will be reviewed and you'll hear from us once we have an update.

At Sonos we take the time to hire right and appreciate your patience.

The base pay range for this role based off geographic location is:

The specific pay offered will depend on the candidate’s geographic location, as well as qualifications and experience.

We apply geographic pay differentials based on the cost of labor in the market.

Employees in high-cost locations may be compensated at the upper end of the range, while those in medium or low cost markets may be compensated at the lower end of the range.

Your recruiter can provide more details about the specific salary range for your location during the hiring process.

Please note that compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits.

We also offer a comprehensive with choice and flexibility in mind to help support the health, wealth, and overall well-being of our employees.

Regular full time employees in the US are eligible for benefits on day one, including:

• Medical, Dental, and Vision Insurance

• A 401(k) plan with company matching and immediate vesting

• An Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required

• 80 hours of sick time upon hire, refreshed annually

• Up to 12 paid holidays per calendar year

• Sonos offers a generous paid leave program for new parents or to care for a family member with a serious health condition, as well as short- and long-term disability for your own medical condition

• Company-paid Disability, Life, and AD&D Insurance

• Voluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance

• Mental health benefits to support your holistic well-being

• A generous employee discount program & Sonos Radio HD - on us!

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable.

The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Required Skill Profession

Advertising, Marketing, Promotions, Public Relations, And Sales Managers