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We're looking for a seasoned CRM leader to own lifecycle strategy and execution across email and push for Shop. You'll drive cohort-level buyer outcomes by developing the strategic roadmap, concepting campaigns, partnering with creative to bring them to life, and relentlessly optimizing performance. Beyond campaign execution, you'll work closely with Product and Engineering to shape the email platform features, tooling, and infrastructure needed to scale our CRM capabilities—acting as the connective tissue between marketing strategy and martech development.
Job Responsibility:
Own the end-to-end lifecycle CRM strategy for Shop—from activating new users and engaging existing shoppers to resurrecting churned users—turning browsers into buyers at scale
Lead implementation of lifecycle journeys, seasonal campaigns, and product launch go-to-market communications in partnership with brand and product marketing
Build and optimize campaigns using pre-built components, Liquid, HTML, and APIs
you can build complex automated campaigns at scale and QA, not just strategize
Define platform requirements and prioritize feature asks with Product and Engineering to develop the email/push tooling and infrastructure needed to execute your roadmap
Manage a rigorous experimentation pipeline—you A/B test everything and let data settle debates
Monitor campaign performance, troubleshoot issues, and collaborate cross-functionally to drive continuous improvement against product and customer-level KPIs
Conduct analyses to deeply understand the Shop user lifecycle and identify opportunities for new campaigns across all journey stages
Ensure CRM communications feel like a natural extension of the core Shop product experience
Stay current on industry trends, legal regulations, and emerging technologies to drive innovation in our CRM efforts
Mentor and elevate team members, establishing best practices and operational excellence across the CRM function
Requirements:
7+ years in lifecycle, CRM, or retention marketing, ideally in a consumer app, e-commerce, DTC, or marketplace environment
Hands-on experience with email and push platforms (e.g., Braze, Iterable, Klaviyo, or similar)
you can independently build, manage, and troubleshoot campaigns
High level of comfort using, or learning to use, agentic tools to enhance your productivity, work and the output of the CRM team
Advanced technical proficiency: HTML, Liquid, CSS, APIs, and conditional logic (intermediate to advanced Liquid required
custom HTML email builds strongly preferred)
Intermediate SQL skills with a passion for generating actionable insights from A/B tests and large datasets
Strong experimentation mindset with proven ability to drive measurable results via CRM
Cohort and funnel fluency—you think in terms of user journeys, not just campaign sends
Experience writing or directing compelling consumer communications
you understand tone, timing, and segmentation
Proven track record leading ambiguous, cross-functional projects in a matrixed environment, partnering with Product, Engineering, Creative, and Analytics
Strategic marketing mind with understanding of growth channels beyond CRM
Growth mindset with a self-sufficient approach to learning and problem-solving
if you don't know how to do it, you'll figure it out