Mixbook

Customer Success Manager

• 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.

Email / CRM Manager

• Own lifecycle revenue, retention, repeat rate, and LTV performance across CRM channels
• Define and maintain the lifecycle roadmap across acquisition, onboarding, engagement, retention, reactivation, and loyalty aligned with Mixbook’s brand vision
• Act as the single accountable owner for CRM strategy, prioritization, and results
• Set strategy and guardrails across email, SMS, push notifications, direct mail, loyalty, and referral programs to meet or exceed revenue goals
• Ensure strong orchestration across channels, balancing short-term performance with long-term customer value
• Establish promotion and messaging governance to drive sustainable lifecycle performance
• Establish and execute frameworks for CRM testing and optimization to drive incrementality
• Partner with Data and Analytics to define lifecycle health metrics and success criteria
• Translate performance data and insights into clear priorities, roadmap adjustments, and investment decisions
• Own CRM platform strategy, integrations, and vendor relationships (e.g., Iterable, Attentive, direct mail partners)
• Partner with Product and Engineering on identity, data flows, and personalization capabilities
• Ensure CRM tooling, data, and processes scale with the business
• Lead, mentor, and develop CRM Manager(s) while setting clear operating standards and expectations
• Act as a player-coach when needed, stepping in on reporting, analysis, or select execution during high-impact moments
• Provide hands-on leadership for new initiatives to drive speed, clarity, and quality
• Partner closely with Creative, Product, Data, Growth, and Customer Experience teams
• Serve as the lifecycle voice in cross-functional planning and prioritization
• Ensure CRM strategy is tightly aligned with broader company and growth initiatives

Head of CRM

Data Analyst

• Conduct in-depth product analytics to uncover user behavior patterns and trends
• Analyze web data, conversion funnels, and user journeys to identify optimization opportunities
• Perform ad hoc analyses to answer critical business questions and support strategic decisions and monitor key performance metrics and proactively identify areas for improvement
• Investigate user engagement patterns to enhance product stickiness and retention
• Collaborate with cross-functional teams to solve complex business problems
• Create intuitive and powerful dashboards in Hex and Looker for stakeholders across the organization
• Develop comprehensive reporting frameworks aligned with company KPIs
• Measure the success of new product features through rigorous data analysis
• Establish metrics that accurately reflect product health and business impact
• Automate reporting processes to increase efficiency and data accessibility
• Independently lead the statistical, direction of our experimentation agenda, guiding the business on experimentation and statistics best practices, dig into confounding factors and prioritizing designing complex experiments including pricing experiments
• Lead experiment design and execution and build a strong experimentation culture by educating teams on best practices
• Apply statistical rigor to test design, sample size determination, and results interpretation
• Identify opportunities for A/B testing to optimize product performance
• Use tools like Optimizely, Eppo, or LaunchDarkly to implement and track experiments
• Develop frameworks for consistent and reliable experimentation across the company
• Influence stakeholders by translating complex data findings into compelling stories
• Build clear, concise presentations to executive teams that drive action
• Find innovative ways to quantify ambiguous business problems
• Advocate for data-informed approaches to solving business challenges
• Proactively identify opportunities where data can drive business value

Email / CRM Manager

Head of CRM

Senior Product Data Analyst