Summary

Are you passionate about transforming customer engagement strategies into seamless, high-impact campaigns? We are seeking a meticulous and technically adept Base Engagement Lifecycle Operations Manager to be the operational backbone of our CRM and customer engagement ecosystem.

In this pivotal role, you will own the execution of our customer lifecycle journeys, ensuring marketing strategies are translated into high-quality, accurately delivered campaigns across email, push, in-app, webhooks, and other key channels. As our Braze platform expert, you will guarantee every campaign is built with precision, targeted intelligently, delivered efficiently, and continuously optimized. Your contributions will be instrumental in driving customer retention, enhancing engagement efficiency, and scaling our CRM program effectively.

This role demands close collaboration with our Base Engagement Marketers, Marketing, Creative, Data, Product, and Analytics teams, bridging the gap between strategy and flawless execution.

Key Responsibilities

Braze Platform Expertise & Campaign Execution:

• Design, build, QA, and launch complex Braze Canvases and multi-channel lifecycle campaigns (email, push, in-app, webhooks, SMS)
• Manage sophisticated segmentation, audience targeting, personalization rules, and campaign logic aligned with business objectives
• Ensure end-to-end campaign delivery accuracy, proactively troubleshooting and optimizing platform-side configurations

Technical CRM Operations & Strategy Translation:

• Leverage advanced Braze functionalities, including intricate segment logic, dynamic personalization, event triggers, journey analytics, and API integrations
• Translate marketing requirements and briefs into precise, executable Braze campaign builds and technical specifications
• Continuously monitor campaign performance, audience health, and key funnel metrics
• Collaborate with Data Engineering, CDP partners, and Analytics teams to validate data integrity, ensure accurate cohort representation, and maintain reporting accuracy
• Develop and maintain comprehensive documentation for campaign builds, workflows, QA standards, audience logic, and naming conventions
• Establish and uphold operational best practices to enhance campaign accuracy, deployment velocity, and overall scalability
• Enforce operational governance, including safeguard rules and suppression logic, ensuring compliance and reliability
• Identify and implement automation opportunities for recurring lifecycle programs to increase efficiency
• Oversee the monitoring and maintenance of all persistent and "always-on" customer journeys
• Diagnose and resolve technical issues related to segmentation, triggers, or journey execution

Critical Qualifications

• Braze Expertise: Deep proficiency in Braze platform functionalities, including Canvas, Segment Logic, Personalization, Triggering, Journey Analytics, and APIs.
• CRM Operations Acumen: Strong background in technical CRM operations, encompassing audience segmentation, rigorous QA processes, platform integrations, and troubleshooting.
• Analytical & Problem-Solving Skills: An analytical mindset with the ability to interpret data, derive actionable insights, and drive operational improvements. Proven problem-solving capabilities.
• Attention to Detail: Exceptional meticulousness and a commitment to maintaining the highest standards of accuracy and performance reliability.
• Collaboration & Communication: Proven ability to collaborate effectively and build strong relationships with cross-functional teams (Marketing, Data, Product, Engineering, Creative).

Preferred Qualifications

• High accuracy in segmentation and precision in audience targeting.
• Consistent campaign delivery rates and robust automation uptime.
• Demonstrated operational efficiency (e.g., faster build times, reduced QA errors).
• Positive performance trends in lifecycle journey funnels.
• Measurable uplift in key engagement metrics (e.g., UOR, CTUOR, downstream engagement) in partnership with Base Engagement Marketers.