Sr. Manager CRM Strategy

Yahoo serves as a trusted guide for hundreds of millions of people globally, helping them achieve their goals online through our portfolio of iconic products. For advertisers, Yahoo Advertising offers omnichannel solutions and powerful data to engage with our brands and deliver results.

The Yahoo CRM team owns the end-to-end customer journey across our global product portfolio, guiding millions of users from initial engagement through long-term brand loyalty. We operate as a centralized CRM lifecycle strategy hub, combining data-driven insights, advanced automation, and customer-first messaging to drive sustainable growth. We continuously experiment with innovative strategy frameworks and technologies to deliver personalized, high-impact user experiences at scale.

The Senior Manager, CRM Strategy sits within Yahoo's CRM organization and reports directly to the Director, CRM. The organization owns the end-to-end customer experience within the CRM ecosystem, guiding users from first engagement through long-term retention. This role owns complex CRM problem spaces and will work with all verticals to develop CRM strategies that hit goals and strengthen customer loyalty. You will partner deeply with Customer Strategy, Product Marketing, CRM Operations, and Analytics, serving as a strategic driver of customer-first growth across Yahoo's portfolio.

This is an individual contributor role for an experienced CRM Senior Manager who can operate autonomously, influence cross-functional partners, and translate high-level growth objectives into actionable, high-impact CRM programs and channel strategies.

• Own and define scalable CRM lifecycle strategies aligned to Yahoo's lifecycle architecture, including acquisition, activation, retention, and re-engagement.
• Translate complex horizontal lifecycle frameworks and business objectives into clear, executable CRM requirements, journey definitions, and trigger logic.
• Design and map complex customer journeys, triggers, and messaging cadences across CRM channels (such as email and push) based on user behavior and engagement signals.
• Serve as a primary CRM strategy partner to Product Marketing Managers and Customer Strategy leads to alignment on vertical-specific goals, user behaviors, and success metrics.
• Partner deeply with CRM Operations and Messaging Platforms to ensure CRM lifecycle intent is accurately reflected, cohesive, and optimized in delivery across all targeted channels.
• Collaborate with Analytics to define CRM success metrics, lead experimentation roadmaps, and build insight loops to track performance across the lifecycle.
• Utilize AI-assisted analytics tools (e.g., Looker) to diagnose churn risks and evaluate multi-channel campaign performance.
• Own CRM performance analysis , evaluating campaign effectiveness, diagnosing opportunities for improvement, and reporting on lifecycle KPIs such as activation, engagement, and retention.
• Lead robust A/B testing and experimentation efforts to optimize CRM messaging, sequencing, personalization approaches, and dynamic content rules.
• Provide strategic guidance to execution teams on prioritization and testing frameworks, reviewing execution quality to ensure campaigns meet strategic intent and technical requirements.
• Proactively identify and implement AI-driven workflow efficiencies within campaign planning and strategy mapping, replacing manual execution steps with automated pipelines.
• Synthesize learnings to improve CRM performance at scale and ensure a consistent customer experience.

• 7+ years of experience in CRM strategy, lifecycle marketing, or retention specifically focused on channels like email and push.
• Demonstrated experience designing and scaling multi-channel CRM strategies in complex product ecosystems.
• Proven ability to influence without authority and drive alignment across Product Marketing, Analytics, and Channel Execution teams.
• Deep familiarity with CRM measurement, robust A/B testing concepts, and optimization methodologies.
• Experience working with enterprise CRM and marketing tools such as Zeta, Moveable Ink, and similar platforms.
• Hands-on experience…