Sonos, Inc.
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Sr CRM Lifecycle Manager
role at
Sonos, Inc. 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 Own the end-to-end strategy and campaign/program design of lifecycle marketing campaigns. Onboard new customers, keep them engaged, and win them back if necessary. Balance providing customer value with driving business impact. 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 behaviors and opportunities to drive incremental revenue/engagement through messaging. Propose innovative solutions to customer pain points, using 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 relevancy and impact. Campaign Planning & Execution Write clear and actionable strategic briefs, create journey flows (Miro, Lucidchart), and oversee campaign execution 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 to experimenting 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 engagement and conversion. Prioritize tests based on estimated impact, considering messaging/content, timing, targeting, and cadence. Cross-Functional Collaboration & Leadership Collaborate with Brand Creative, Product Marketing, Customer Experience, Martech, and Product teams to align campaigns with broader priorities and enhance customer experience. Communicate effectively with cross-functional partners and leadership; present to leadership to drive alignment and demonstrate CRM impact. Act as a subject matter expert and internal champion for CRM, sharing best practices and identifying areas for lifecycle innovation. Basic Qualifications Bachelor’s degree in Marketing, Business, Communications, or related field (or equivalent practical experience). 8-10 years of hands-on experience in lifecycle or CRM campaign management, with proven ownership of cross-channel programs (email, push, SMS, in-app). Strong knowledge of marketing automation platforms (Braze, Iterable, Salesforce Marketing Cloud, or similar). Demonstrated ability to design and optimize customer journeys using segmentation and personalization. Solid understanding of A/B testing, experimentation frameworks, and campaign analytics. Excellent project management skills, with ability to manage multiple concurrent campaigns from concept to execution. Strong communication and collaboration skills to work effectively with cross-functional partners. Ability to translate customer insights, behavioral data, and qualitative research into actionable campaign strategies. Preferred Qualifications Experience working with Braze as the primary lifecycle marketing platform. Familiarity with AI and machine learning applications in personalization, targeting, and campaign optimization. Comfort with data tools (Looker, Tableau, or similar) to self-serve and analyze performance. Experience writing strategic briefs and creating journey flow documentation (e.g., Miro, Lucidchart). Prior experience presenting to and influencing leadership stakeholders. Background in consumer technology, subscription, DTC or e-commerce businesses with a focus on digital engagement. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. We also offer a comprehensive benefits program with choice and flexibility in mind to help support the health, wealth, and overall well-being of our employees. Regular full time employees in the US are eligible for benefits on day one, including: Medical, Dental, and Vision Insurance A 401(k) plan with company matching and immediate vesting An Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required 80 hours of sick time upon hire, refreshed annually Up to 12 paid holidays per calendar year Sonos offers a generous paid leave program for new parents or to care for a family member with a serious health condition, as well as short- and long-term disability for your own medical condition Company-paid Disability, Life, and AD&D Insurance Voluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance Mental health benefits to support your holistic well-being A generous employee discount program & Sonos Radio HD - on us! Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please email accommodations@sonos.com with your request and contact information. Note:
This posting reflects current job language and does not guarantee job availability.
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Sr CRM Lifecycle Manager
role at
Sonos, Inc. 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 Own the end-to-end strategy and campaign/program design of lifecycle marketing campaigns. Onboard new customers, keep them engaged, and win them back if necessary. Balance providing customer value with driving business impact. 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 behaviors and opportunities to drive incremental revenue/engagement through messaging. Propose innovative solutions to customer pain points, using 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 relevancy and impact. Campaign Planning & Execution Write clear and actionable strategic briefs, create journey flows (Miro, Lucidchart), and oversee campaign execution 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 to experimenting 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 engagement and conversion. Prioritize tests based on estimated impact, considering messaging/content, timing, targeting, and cadence. Cross-Functional Collaboration & Leadership Collaborate with Brand Creative, Product Marketing, Customer Experience, Martech, and Product teams to align campaigns with broader priorities and enhance customer experience. Communicate effectively with cross-functional partners and leadership; present to leadership to drive alignment and demonstrate CRM impact. Act as a subject matter expert and internal champion for CRM, sharing best practices and identifying areas for lifecycle innovation. Basic Qualifications Bachelor’s degree in Marketing, Business, Communications, or related field (or equivalent practical experience). 8-10 years of hands-on experience in lifecycle or CRM campaign management, with proven ownership of cross-channel programs (email, push, SMS, in-app). Strong knowledge of marketing automation platforms (Braze, Iterable, Salesforce Marketing Cloud, or similar). Demonstrated ability to design and optimize customer journeys using segmentation and personalization. Solid understanding of A/B testing, experimentation frameworks, and campaign analytics. Excellent project management skills, with ability to manage multiple concurrent campaigns from concept to execution. Strong communication and collaboration skills to work effectively with cross-functional partners. Ability to translate customer insights, behavioral data, and qualitative research into actionable campaign strategies. Preferred Qualifications Experience working with Braze as the primary lifecycle marketing platform. Familiarity with AI and machine learning applications in personalization, targeting, and campaign optimization. Comfort with data tools (Looker, Tableau, or similar) to self-serve and analyze performance. Experience writing strategic briefs and creating journey flow documentation (e.g., Miro, Lucidchart). Prior experience presenting to and influencing leadership stakeholders. Background in consumer technology, subscription, DTC or e-commerce businesses with a focus on digital engagement. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company’s sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. We also offer a comprehensive benefits program with choice and flexibility in mind to help support the health, wealth, and overall well-being of our employees. Regular full time employees in the US are eligible for benefits on day one, including: Medical, Dental, and Vision Insurance A 401(k) plan with company matching and immediate vesting An Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required 80 hours of sick time upon hire, refreshed annually Up to 12 paid holidays per calendar year Sonos offers a generous paid leave program for new parents or to care for a family member with a serious health condition, as well as short- and long-term disability for your own medical condition Company-paid Disability, Life, and AD&D Insurance Voluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance Mental health benefits to support your holistic well-being A generous employee discount program & Sonos Radio HD - on us! Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please email accommodations@sonos.com with your request and contact information. Note:
This posting reflects current job language and does not guarantee job availability.
#J-18808-Ljbffr