Position Title: CRM Manager | Lifecycle Marketing Manager
Location: Dallas-Fort Worth Metroplex
Reports to: Head of Marketing
Position Overview:
We are seeking a strategic and hands-on CRM Manager to lead the development and optimization of our multi-channel customer engagement strategy. This role is critical to driving member retention, engagement, and lifetime value through automated, personalized journeys across email, SMS, app notifications, and WhatsApp.
The ideal candidate is both creative and analytical, with proven experience designing high-impact CRM programs from the ground up. You’ll own everything from journey design/mapping and segmentation to hands-on execution in Klaviyo (or a comparable platform). This role requires a strong grasp of lifecycle marketing, automation, and performance optimization across both marketing and transactional touchpoints.
What You'll Be Doing:
CRM Automation & Customer Journey Management
- Design, build, and optimize automated customer journeys across email, SMS, push notifications, and WhatsApp, tailored to lifecycle stages and behavioral triggers.
- Own the strategy and execution of key journeys, including onboarding, retention, re-engagement, win-back, and transactional communications.
- Continuously refine and evolve journeys based on performance metrics (e.g., open/click rates, conversions, engagement score, churn risk).
- Leverage A/B testing and data insights to improve targeting, message sequencing, timing, and creative across channels.
- Ensure deliverability, compliance (e.g., GDPR, CAN-SPAM), and audience segmentation best practices across platforms.
Cross-Functional & Technical Collaboration
- Partner with engineering and data teams to ensure clean, reliable data flows via API or CDP integrations for real-time personalization and segmentation.
- Work closely with product, design, and analytics teams to align CRM initiatives with business goals, brand guidelines, and user experience.
- Use performance dashboards and cohort analyses to inform strategy and prioritize experimentation.
Emerging Channels & Omnichannel Engagement Strategy
- Lead the expansion and orchestration of multi-channel messaging strategies across:
- Email: Promotional, lifecycle, and transactional communications.
- SMS: Consent-based messaging for time-sensitive alerts and transactional updates.
- App Push Notifications: Real-time and behavior-triggered messages to drive app engagement.
- WhatsApp: Build out compliant, personalized messaging for global mobile-first markets.
- Ensure all channels are connected and consistent, delivering a seamless, personalized experience across the customer journey.
Required Qualifications:
- Minimum 5 years managing CRM programs and automated customer journeys across email, SMS, push notifications, and other engagement channels.
- Proficiency in Klaviyo or similar marketing automation platforms.
- Strong technical understanding of data integrations and API-based triggers in marketing automation systems.
- Track record of building high-performing email and retention campaigns from scratch.
- Analytical mindset with experience tracking KPIs and running A/B tests.
- Excellent communication and project management skills.
- Strong attention to detail and commitment to brand quality.
Preferred Qualifications:
- Experience implementing and managing push notification, SMS, and/or WhatsApp messaging programs preferred.
- Experience in the travel, e-commerce, or membership-based industries.
- Familiarity with HTML/CSS for email layout adjustments.
- Knowledge of audience compliance standards across SMS and WhatsApp.
- Experience with mobile engagement strategies and push notification best practices.
What We Offer:
- Full-time employment
- Competitive salaries
- International team of people learning from one another
- Hybrid work schedule
- Paid time off and travel privileges
- Opportunities for professional growth
Top Skills
What We Do
Did you know that one of the privileges of working for an airline is being able to fly around the world for free? Well, we at ID90 Travel provide the technology that makes that airline employee travel possible for the world’s leading airlines. We’ve also become the leading one-stop comprehensive solution for airlines’ employee travel needs. This includes providing them with exclusive rates on hotels, cruises, rental cars and more.
Travel — particularly airline employee travel — is rapidly evolving and chock-full of tough, meaty challenges to solve. Luckily, we’ve assembled a team that is tackling these challenges. We’re bringing modern, easy-to-use technology to a market that is starved for innovation, and we’ve only scratched the surface of what’s possible.
Developing amazing technology is a large part of our success, but our focus on our people and our customers is paramount. We believe that putting our employees first and doing what’s right for the customer do not have to be mutually exclusive —
and that manifesto has resulted in a fun, engaging office with a loyal customer base
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