Sr CRM Lifecycle Manager

Customer Journey Optimization

At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you'll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives. This role is responsible for owning and optimizing the end-to-end customer journey across email, in-app messaging, SMS, WhatsApp, and push notifications. You will sit at the intersection of strategy, operations, and customer experience, focused on driving engagement, maximizing customer value, and driving measurable business impact. You'll operate with a high degree of ownership and independence, collaborating cross-functionally to identify key moments in the customer journey. You have a track record of crafting thoughtful campaigns that deepen relationships and optimizing performance through data and experimentation. This role is a hybrid position. Some roles require an office while others may be done remotely. This position is considered hybrid, allowing for a combination of remote work and in-office collaboration. Qualified applicants must live within commuting distance of our Seattle or Boston office locations.

Key Responsibilities

Lifecycle Strategy

Own the end to end strategy and campaign / program design of lifecycle marketing campaigns. You know how to onboard a new customer, keep them engaged, and win them back if necessary. Walking the line between providing customer value and driving business impact is a territory you know well. Design effective customer journeys using marketing automation, segmentation, and personalization capabilities. Experience with Braze preferred. Partner with Analytics and leverage voice of the customer data to identify high-value customer behaviors and opportunities to drive incremental revenue / engagement through messaging. Propose innovative solutions to customer pain points, leveraging qualitative and quantitative data to inform plans. Drive new initiatives to increase conversion and engagement, with ongoing optimization through experimentation. Harness technology for personalization at scale, using AI, APIs, machine-learning models, customer insights and behavioral data to improve customer relevancy and impact.

Campaign Planning & Execution

Writes clear and actionable strategic briefs, creates journey flows (Miro, Lucidchart), and oversees execution of campaigns across email, push, SMS, and in-app channels, ensuring consistency, quality, and on-brand execution at every touchpoint. Strong project management skills with the ability to manage multiple concurrent campaigns from concept to on-time launch. Open and willing to experiment with AI technologies to improve workflows and drive efficiencies for execution.

Optimization & Insights

Define success metrics for all campaigns and programs, partnering with Analytics to produce reporting documents that quantify impact and identify trends and optimization opportunities. Design and execute A / B, multivariate, and hold-out tests to improve campaign engagement and conversion. Prioritize tests according to estimated impact, considering all facets of a campaign : messaging / content, timing, targeting, and cadence. Cross-functional collaboration and leadership Work closely with Brand Creative, Product Marketing, Customer Experience, Martech, and Product (App) teams to ensure campaigns align with broader business priorities and enhance customer experience. Strong communication with cross-functional partners and leadership; present to leadership and teams in an effort to drive seamless alignment and demonstrate the CRM team's impact Act as a subject matter expert and internal champion for CRM, sharing best practices and identifying areas for lifecycl.