About the position
We're looking for a strategic and meticulous Senior Manager, Retention and Engagement Marketing to lead our Operations & Insights team. This team is responsible for the critical operations and infrastructure that power our marketing campaigns across email, push notifications, and emerging direct channels like SMS and direct mail. This individual will lead a team dedicated to flawless campaign execution for Etsy buyers and sellers. They'll ensure operational excellence, technical scalability, and high performance across all marketing platforms, particularly Braze. Ultimately, they'll drive process innovation, data integrity, and campaign tooling, enabling our team to move with speed, responsibility, and confidence. This is a full-time position reporting to the Senior Director, Retention Marketing.
Responsibilities
- Lead and develop a high-performing marketing operations team which owns campaign setup, QA, deployment, and performance monitoring across REM channels
- Own operational workflows and systems that ensure efficient campaign delivery, technical scalability, and data integrity across buyer and seller messaging
- Collaborate with engineering, product, and platform partners to develop creative technical solutions and implement new Braze capabilities—including dynamic content, advanced personalization, and modular email templates
- Standardize and evolve the team's use of tools like Jira and Monday to streamline intake, prioritization, QA, and launch tracking
- Design and maintain channel health dashboards and alerting systems to monitor deliverability, integration integrity, and Braze performance
- Partner with analytics and data science to define campaign performance benchmarks, build Looker dashboards, and enable consistent measurement across initiatives
- Support planning by owning REM's core operational KPIs and identifying areas to increase efficiency and impact
- Lead exploration of new channel capabilities, including standing up operational and measurement frameworks for SMS, direct mail, and other emerging formats
- Serve as the team's Braze expert, staying up to date with new features and helping the team unlock the platform's full potential
- Contribute to a culture of continuous improvement, agility, and collaboration across the broader CRM and Marketing organization
Requirements
- 8+ years of experience in CRM, marketing operations, or marketing technology, with at least 3 years in a people management role
- Deep familiarity with Braze, including regular usage of advanced platform tools like Connected Content, Content Blocks, Canvas, and Segment integrations
- Strong background in marketing operations, with demonstrated success building systems, processes, and tooling to improve campaign execution at scale
- Experience setting up and maintaining dashboards, KPIs, and monitoring systems related to campaign health and channel performance
- Passion for operational rigor and data quality, with experience implementing tracking workflows through platforms like Jira or Monday
- Excellent project management skills with a proven ability to collaborate cross-functionally and influence peers
- A thoughtful people leader who values coaching, mentorship, and developing others to grow in their roles
- Comfortable navigating technical conversations and partnering with platform developers, data engineers, and product managers
- Strong communicator with a bias for action and problem-solving
Benefits
- Equity package
- Annual performance bonus
- Competitive benefits that support you and your family
