Manager, CRM Technology & Operations

About Thred Up

Thred Up is transforming resale with technology and a mission to inspire the world to think secondhand first. By making it easy to buy and sell secondhand, Thred Up has become one of the world's largest online resale platforms for apparel, shoes and accessories. Sellers love Thred Up because we make it easy to clean out their closets and unlock value for themselves or for the charity of their choice while doing good for the planet.

Buyers love shopping value, premium and luxury brands all in one place, at up to 90% off estimated retail price. Our proprietary operating platform is the foundation for our managed marketplace and consists of distributed processing infrastructure, proprietary software and systems and data science expertise. With Thred Up’s Resale-as-a-Service, some of the world’s leading brands and retailers are leveraging our platform to deliver customizable, scalable resale experiences to their customers.

Thred Up has processed over 172 million unique secondhand items from 55,000 brands across 100 categories. By extending the life cycle of clothing, Thred Up is changing the way consumers shop and ushering in a more sustainable future for the fashion industry.

TIME Most Influential Companies of 2023, Digiday's Work Life 50 2023, TIME's Best Inventions of 2022, and Lattice's People Success Awards 2022.

Thred Up is looking for a Manager, CRM Technology & Operations to manage the systems, people, and processes that support personalized customer engagement across email, SMS, push, and in-app messaging. This role sits at the intersection of lifecycle marketing, marketing technology, data, product, and engineering. You will help execute and evolve our CRM technology ecosystem, with a particular focus on Braze architecture, data and event integrations, audience and segmentation capabilities, cross-channel orchestration, personalization, measurement, and operational scale.

You will also manage the day-to-day work of the individuals responsible for technical CRM production and campaign quality. The ideal candidate is a player-coach who can translate strategy into execution, troubleshoot complex technical issues, configure campaigns and segments, review code, improve production processes, and coach others through change.

• Lead the day-to-day work of the CRM technology and technical operations team, supporting campaign production, QA, documentation, tooling, governance, and operating standards.
• Manage and execute the Braze roadmap, partnering with CRM leadership and cross-functional teams to assess platform capabilities, surface technical risks and tradeoffs, and support prioritization across the CRM technology ecosystem.
• Partner with Data Engineering, Analytics, Product, and Engineering to improve the flow and activation of customer data from the warehouse, CDP, and other systems.
• Design and build complex, personalized, cross-channel customer journeys, including campaigns, canvases, segments, templates, and personalization logic across email, SMS, push, and in-app messaging.
• Assess and improve CRM systems and workflows by identifying capability and ownership gaps, then implementing automation, reusable templates, better tooling, and scalable operating processes.
• Translate lifecycle strategies into scalable technical solutions, including data requirements, events, attributes, subscription groups, audience logic, personalization, orchestration, experimentation, and measurement.
• Ensure strong governance across permissions, compliance, deliverability, subscription management, data quality, naming conventions, documentation, and change management.
• Evaluate and implement new martech, AI, and machine-learning…