• Set up, launch, and optimize CRM campaigns across email, SMS, push, messengers, and in-app channels • Manage promotional, trigger-based, automated, and one-time communication flows • Create and maintain a promo calendar for campaigns, bonuses, and customer communications • Configure and launch bonus and promo mechanics for different user segments • Work with audience segmentation, cohorts, and user groups • Conduct A/B testing, validate hypotheses, and scale successful solutions • Monitor key CRM metrics: engagement, deliverability, conversion, retention, and reactivation • Work with Tableau, Power BI, internal dashboards, and business metrics to analyze campaign performance • Collaborate closely with analytics, product, content, design, support, and marketing teams

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.

• Act as the primary day-to-day contact for assigned strategic accounts • Conduct strategic customer success programs tailored to customer needs • Identify customer needs and lead workshops and training sessions • Document best practices and customer success stories