Title: Lifecycle & CRM Marketing Manager Location: Boston MA US Job Description: The role: Build and own Mixam’s lifecycle/customer retention engine across email, SMS, loyalty program, strategic segmentation, testing, and Hubspot CRM tooling - with responsibility for identifying customer risk and opportunity, designing the right intervention, measuring impact, and continuously improving the journey. This is not an “email marketer.” Email is one channel they own. We need someone who can work independently, build structure from the ground up, make strategic recommendations, and execute directly to deliver business outcomes. Proven experience building and scaling in fast startup environments. This is an individual contributor role for an autonomous builder-operator who thrives on taking complete, end-to-end ownership of both strategy and execution. As our go-to retention champion, you will become the internal expert on driving lifetime value (LTV), repeat purchase rates, first-to-second-order conversions, and cohort reactivation strategies. You will continuously connect granular customer behaviors; including acquisition source, quote/order patterns, product affinity, and loyalty status, to build highly targeted lifecycle segmentations and cross-sell logic. By seamlessly bridging these behavioral insights with tailored communication strategies, you will optimise our rewards program and translate user actions directly into measurable commercial results Requirements Core Responsibilities: - Must move comfortably between strategy and execution: diagnosing customer behavior, designing the right intervention, building smarter customer journeys, measuring impact, and improving it over time. - Own Mixam’s email program end-to-end: lifecycle strategy, campaign planning, flows, segmentation, copy and messaging direction directly writing and executing clear, persuasive, action-driven copy across email and SMS, build/QA process, deployment, testing, reporting, and optimisation across markets. - Own lifecycle activation and optimisation of Mixam Rewards, including member onboarding, points education, redemption activation, tier progression, loyalty-triggered journeys, lapsed-member reactivation, testing, and reporting. - Own lifecycle segmentation and customer journey strategy across markets, using customer behavior, product affinity, purchase history, market, lifecycle stage, engagement, and loyalty status. - Launch and own SMS properly, including consent/preference capture, segmentation, channel governance, lifecycle use cases, testing, and reporting. - Partner with Data to define retention metrics, including repeat purchase, churn, reorder timing, LTV, reactivation, cohort behavior, and turns it into automations, and testing that drives revenue - Build, run, and report on a rigorous A/B testing roadmap across messaging, offers, flows, and creative assets, using data-driven insights to fuel a cycle of continuous improvement across our entire CRM and lifecycle ecosystem. - Partner closely with Marketing, Data, Pricing, Product, and Customer Operations - Partner with Design on creative assets and templates, while independently owning messaging, copy direction, lifecycle strategy, and performance. - Use analytics, automation, and AI-enabled tools responsibly to increase insight, testing velocity, and workflow efficiency while protecting quality and brand standards. - Own the assessment of Mixam’s lifecycle technology stack. All current marketing email is in Klaviyo, while HubSpot is in early implementation. This person should assess requirements and recommend the best long-term operating model across Klaviyo, HubSpot, SMS, data, consent, automation, reporting, and integrations. Skills & Experience - - Demonstrable lifecycle, CRM, retention, or e-commerce marketing experience. Prior experience and tangible result-driven - Deep, hands-on Klaviyo experience: flows, segmentation, campaigns, QA, testing, reporting, and deliverability. - Strong analytical judgment: proven experience executing and reporting on A/B testing methodologies, with the ability to interpret cohort behavior, form clear hypotheses, and translate test results into optimized customer journeys. - Comfortable with independently building processes and operating models from scratch. - Has proven experience independently owned lifecycle or retention strategy, not just produced email campaigns - Demonstrable experience owning or scaling loyalty, rewards, membership, or tiered customer programs - Uses analytics, automation, and AI-enabled tools responsibly to accelerate insight development, campaign production, testing velocity, and workflow efficiency. - Strong copy and messaging instincts; able to create clear, persuasive and action driven copy- using testing and customer insight to continuously improve performance. Benefits 20 days PTO(raising with tenure), 401k contributions, Medical/Dental/Vision/Life insurance options and contributions, hybrid working. Office snacks, apple equipment. Why Join Us? At Mixam, we’ve built a world-class platform that redefines the online printing experience for customers globally. We couple our advanced technology with an ambitious streak for creativity and continuous innovation. So if you thrive on full end-to-end accountability and want the flexibility to turn your strategic ideas into immediate, hands-on execution, you will love growing with us Mixam. The Smart Way to be Hired. Equality, Diversity & Inclusion: At Mixam, diversity, equity and inclusion are at the heart of who we are, and we welcome applications from people of all backgrounds. We know few people meet every requirement, so if you’re excited about this role, we’d love to hear from you and we’ll consider your overall experience and potential. We’re also committed to minimising our environmental impact and creating a workplace where everyone feels valued and supported.

• Own the end-to-end customer support function across email and phone, delivering exceptional service to both B2B clients and end users by tailoring the customer experience to their unique needs and support journeys. • Resolve customer issues efficiently within agreed service levels. • Investigate customer concerns and coordinate with the development team for technical escalations. • Monitor customer feedback, NPS, and customer satisfaction metrics. • Design, optimise, and continuously improve customer support processes and workflows to support business growth and future team scalability. • Build and maintain scalable SOPs, knowledge base content, training materials, and operational documentation that create consistency, improve efficiency, and support future onboarding. • Identify recurring customer issues, implement long-term solutions, and recommend customer service technologies, AI solutions, systems, and operational best practices that enhance service quality and operational efficiency. • Partner closely with the Founder to shape customer experience strategy, support broader operational initiatives, and help build the operational foundations that enable the business and future customer support team to scale successfully. • Leverage AI and automation to build scalable customer operations, including knowledge bases, self-service experiences, workflow automation, and AI-assisted support. • Develop and optimise AI-assisted workflows that improve operational efficiency and customer experience. • Understand where AI creates value while recognising when a personalised human experience is essential, particularly during escalations and sensitive customer interactions.

• Own onboarding for new in-store scanner accounts. Getting stores live, staff trained, and scanning quickly. • Monitor scanner usage and account health data, identifying underperformance early and intervening before accounts disengage. • Visit stores in person to deepen relationships, support staff, and gather first-hand intelligence on how the product is being used. • Collect structured customer feedback and route it to the product team in a format they can act on. • Track account health and onboarding milestones in HubSpot and share timely updates with the Sales Manager and CCO. • Collaborate with two CSMs in Stockholm to share playbooks and ensure seamless coverage across time zones. • Attend key US trade shows including RIA Summit and The Running Event.

Role Description You’re a strategic thinker who isn't afraid to roll up your sleeves to build something great. As our CS Learning & Development Manager, you’ll be the architect of a high-performing, customer-centric culture, designing and scaling programs that enable our teams to perform at their absolute best. This role is a unique blend of creative program design and data-driven quality assurance, ideal for someone passionate about driving excellence through knowledge, feedback, and accountability. How you’ll make an impact: - Design and implement a global L&D strategy that aligns perfectly with our business goals and customer success mission. - Lead and mentor a team of talented trainers and QA specialists, fostering their growth while they drive team excellence. - Build scalable learning frameworks, including certification paths and learning academies, to ensure our knowledge grows as fast as we do. - Turn data into action by analyzing QA trends and CSAT feedback to refine training content and provide targeted coaching insights to leadership. - Collaborate across the globe, partnering with Product, Sales, and Ops leaders to identify capability gaps and translate them into impactful training plans. - Own the metrics, reporting on how your initiatives directly improve team performance, from CSAT to overall efficiency. Qualifications - Provable, deep expertise and experience in Learning & Development, Quality Assurance, or Enablement (preferably within a SaaS or Customer Success environment). - A "People First" leadership style with a track record of building and scaling global training or QA programs. - Strong analytical grit, with the ability to use data and reporting to drive continuous improvement and show real impact. - Excellent communication and facilitation skills, allowing you to influence and inspire teams across different regions. - Technical curiosity, with hands-on experience leveraging LMS platforms and QA software to drive learning at scale. - An adaptable, "Shoot for the Moon" mindset—you’re comfortable in a fast-paced environment and ready to find a way through any obstacle. Benefits - Remote work with flexible work schedules. - Remote work with $50/month home phone/internet reimbursement. - Comprehensive health, dental, and vision coverage with UHC. - Company paid STD and LTD, and Basic Life Insurance at 1x salary up to $250,000. - FSA/HSA's available - Booksy contributes $1,000/$2,000 for employee/employee plus. - Accident/Hospital/Critical Illness voluntary plans available. - 401k - 50% match up to 8% of contributions paid annually/ 3-year vesting period. - PTO - Exempt employees - unlimited with manager approval. Non-exempt employees - 160 hours/year (does not roll over). - 12 Holidays observed. - Parental Leave - 12 weeks of paid leave. - EAP (Employee Assistance Program). - Voluntary Pet Insurance through Fetch. - Financial wellness tools through SoFi and Ladder. - Discounts via Perkspot. - Booksy benefit $50 per month to use on services in our app. Company Description Working in a rapidly growing and evolving company comes with its own set of opportunities and challenges. If you prefer a stable environment with clear, rigid processes and structures, then we’ve got to be honest—you won't always find that here. However, if you’re a driven self-starter who loves creating order out of chaos and prioritizing your own path within ambiguity, then you'll likely love it at Booksy. We work in a highly creative and diverse industry, so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at belonging@booksy.com so we can best support you.