Lifecycle & CRM Marketing Manager

Role Overview

Build and own Mixam's lifecycle/customer retention engine across email, SMS, loyalty program, strategic segmentation, testing, and Hub Spot CRM tooling. Responsibility for identifying customer risk and opportunity, designing the right intervention, measuring impact, and continuously improving the journey.

This is not an "email marketer". Email is one channel they own. We need someone who can work independently, build structure from the ground up, make strategic recommendations, and execute directly to deliver business outcomes. Proven experience building and scaling in fast startup environments. This is an individual contributor role for an autonomous builder‑operator who thrives on taking complete, end‑to‑end ownership of both strategy and execution.

• Must move comfortably between strategy and execution: diagnosing customer behavior, designing the right intervention, building smarter customer journeys, measuring impact, and improving it over time.
• Own Mixam's email program end‑to‑end: lifecycle strategy, campaign planning, flows, segmentation, copy and messaging direction, writing and executing clear, persuasive, action‑driven copy across email and SMS, build/QA process, deployment, testing, reporting, and optimisation across markets.
• Own lifecycle activation and optimisation of Mixam Rewards, including member onboarding, points education, redemption activation, tier progression, loyalty‑triggered journeys, lapsed‑member reactivation, testing, and reporting.
• Own lifecycle segmentation and customer journey strategy across markets, using customer behavior, product affinity, purchase history, market, lifecycle stage, engagement, and loyalty status.
• Launch and own SMS properly, including consent/preference capture, segmentation, channel governance, lifecycle use cases, testing, and reporting.
• Partner with Data to define retention metrics, including repeat purchase, churn, reorder timing, LTV, reactivation, cohort behavior, and turn them into automations and testing that drives revenue.
• Build, run, and report on a rigorous A/B testing roadmap across messaging, offers, flows, and creative assets, using data‑driven insights to fuel a cycle of continuous improvement across our entire CRM and lifecycle ecosystem.
• Partner closely with Marketing, Data, Pricing, Product, and Customer Operations.
• Partner with Design on creative assets and templates, while independently owning messaging, copy direction, lifecycle strategy, and performance.
• Use analytics, automation, and AI‑enabled tools responsibly to increase insight, testing velocity, and workflow efficiency while protecting quality and brand standards.
• Own the assessment of Mixam's lifecycle technology stack. All current marketing email is in Klaviyo, while Hub Spot is in early implementation. This person should assess requirements and recommend the best long‑term operating model across Klaviyo, Hub Spot, SMS, data, consent, automation, reporting, and integrations.

• Demonstrable lifecycle, CRM, retention, or e‑commerce marketing experience with tangible, result‑driven achievements.
• Deep, hands‑on Klaviyo experience: flows, segmentation, campaigns, QA, testing, reporting, and deliverability.
• Strong analytical judgment: proven experience executing and reporting on A/B testing methodologies, interpreting cohort behavior, formulating clear hypotheses, and translating test results into optimized customer journeys.
• Comfortable with independently building processes and operating models from scratch.
• Has proven experience independently owning lifecycle or retention strategy, not just producing email campaigns.
• Demonstrable experience owning or scaling loyalty, rewards, membership, or tiered customer programs.
• Uses analytics, automation, and AI‑enabled tools responsibly to accelerate insight development, campaign production, testing velocity, and workflow efficiency.
• Strong copy and messaging instincts; able to create clear, persuasive, and action‑driven copy using testing and customer insight to continuously improve performance.

• 20 days paid time off (raising with tenure)
• 401(k) contributions
• Medical, dental, vision, and life insurance options and contributions
• Hybrid working environment
• Office snacks and Apple equipment

At Mixam, diversity, equity and inclusion are at the heart of who we are. We welcome applications from people of all backgrounds and consider overall experience and potential when few meet every requirement. We are also committed to minimising our environmental impact and creating a workplace where everyone feels valued and supported.