Senior Technical Lifecycle/CRM Manager

SoundCloud empowers artists and fans to connect and share through music. Founded in 2007, SoundCloud is an artist-first platform empowering artists to build and grow their careers by providing them with the most progressive tools, services, and resources. With over 400+ million tracks from 40+ million artists, the future of music is SoundCloud.

SoundCloud’s Lifecycle Marketing team is looking for a technical CRM expert to dive into personalization, automation, content APIs, domain setups, and data integration. This person will excel in collaborating with data engineers and cross-functional teams to implement advanced, personalized notification strategies while ensuring adherence to best practices. The role demands strong technical CRM skills, templating languages (e.g., Liquid, Jinja), proficiency in HTML/CSS, and proven experience managing large-scale CRM operations.

Please note that you must have the right to work in the UK to apply for our London office position.

Key Responsibilities:

• Manage CRM platform (e.g., Salesforce, MoEngage, Braze) with a strong technical focus on automation and personalization
• Drive sophisticated personalization strategies through advanced technical expertise in HTML/CSS and marketing templating languages (e.g., Liquid, Jinja). Design and implement API integrations to leverage customer data for dynamic content creation, enabling highly targeted and data-driven marketing campaigns that scale
• Partner with MoEngage and deliverability representatives to optimize platform utilization, leverage new features, and maintain strong IP reputation
• Serve as a final checkpoint for QA, ensuring all notifications are thoroughly reviewed before deployment, with attention to detail to catch potential issues and maintain high-quality standards
• Collaborate closely with data engineers to ensure the use of complex data for campaign optimization and personalization
• Strategize, design, and optimize automated email, push, and in-app campaigns, assisting in developing a roadmap with notification opportunities
• Drive campaigns aimed at improving user engagement and achieving key business outcomes
• Collaborate with cross-functional teams, including engineering, product marketing, creatives, data analysts, and lifecycle managers, to ensure timely and effective campaign execution
• Lead and manage a technical Lifecycle Analyst that will directly support this role

Experience and Background:

• 5+ years of experience in CRM platforms (e.g. MoEngage, Braze, Iterable) serving a user base of 80+ million users
• 2+ years of proven experience leading, mentoring, and developing direct reports
• Strong technical understanding of HTML, CSS, and email design best practices
• Strong understanding of email deliverability and best practices and domain setup for email marketing
• Experience working with content APIs
• Proven ability to troubleshoot technical issues related to CRM operations (HTML templates, list segmentation, data events, email execution)
• Excellent collaboration skills, able to work cross-functionally across marketing, data, and engineering teams
• A data-driven mindset with experience analyzing reports to optimize CRM efforts
• Experience with data warehousing tools such as BigQuery, being able to query data is preferred, but not required

About us:

• We are a multinational company with offices in the US (New York and Los Angeles), Germany (Berlin), and the UK (London)
• We provide a flexible work culture that offers the opportunity to collaborate and connect in person at our offices as well as accommodating work from home
• We are deeply committed to ensuring diversity, equity and inclusion at all levels of our organization and fostering a community where everyone’s voice, perspective and experience is respected and heard
• We believe a strong team is made by investing in employees through mentorship, workshops and enrichment opportunities

Benefits:

• Interested in a gym membership, photography course or book? We have a Creativity and Wellness benefit!
• Employee Stock Ownership Plan
• Generous professional development allowance
• Flexible vacation and public holiday policy where you can take up to 35 days of PTO annually
• Various snacks, goodies, and 2 free lunches weekly when at the office

Diversity, Equity, and Inclusion at SoundCloud

SoundCloud is for everyone. Diversity and open expression are fundamental to our organization; they help us lead what’s next in music by understanding and empowering our creators and fans, no matter their identity. We acknowledge the challenges in the music industry, and strive to influence an inclusive culture where everyone can contribute respectfully and thrive, especially the historically marginalized communities that many of our creators, fans and SoundClouders identify with. We are dedicated to creating an inclusive environment at SoundCloud for everyone, regardless of gender identity, sexual orientation, race, ethnicity, migration background, national origin, age, disability status, or care-giver status.

At SoundCloud you can find your community or elevate your allyship by joining a Diversity Resource Group. Diversity Resource Groups are employee-organized groups focused on supporting and promoting the interests of a particular underrepresented community in order to build a more inclusive culture at SoundCloud. Anyone can join, whether you share the identity or strive to be an ally.