Senior CRM Manager

Department: Marketing

Location: Wahoo HQ (Atlanta, Georgia)

Reports To: VP of Marketing

Employment Type: Full-Time / Exempt

About the Role

Wahoo is looking for a Senior CRM Manager to own and evolve our global email marketing and CRM program, helping us build stronger relationships with athletes throughout their experience with Wahoo. This person will lead our email program across marketing, lifecycle, automated, and transactional communications while coordinating commercial messaging across email, in-app, push, and SMS. You'll work across brand, e-commerce, product, and subscription priorities to ensure our communications are relevant, well-timed, and deliver a consistent customer experience.

This is a senior, hands-on role reporting directly to the VP of Marketing. You'll set the strategy and roadmap while also working directly within Iterable to build audiences, launch campaigns, develop automated journeys, and analyze performance. As the CRM function grows and additional resources are added, you'll increasingly focus on lifecycle strategy, customer growth, and the continued evolution of Wahoo's CRM capabilities.

What You’ll Do

Email & CRM:

• Own Wahoo's global email marketing strategy, roadmap, calendar, and execution across brand, ecommerce, product, and subscription priorities, including marketing, lifecycle, automated, and transactional email programs.
• Develop and coordinate commercial messaging across email, in-app, push, and SMS, partnering with channel owners to improve sequencing and create a more consistent customer experience across Wahoo-owned channels.
• Work hands-on within Iterable to build audiences, campaigns, workflows, triggers, and automated journeys.
• Partner across Creative, Content, Ecommerce, Product Marketing, and other teams to deliver compelling, on-brand communications while establishing the processes and standards needed to scale the CRM program.

Lifecycle & Customer Growth:

• Build toward a more sophisticated lifecycle marketing program, developing and optimizing customer journeys across onboarding, engagement, product adoption, subscription growth, retention, cross-sell, and win-back.
• Use segmentation, personalization, automation, and customer behavior to make Wahoo communications increasingly relevant and effective.
• Partner with data, product, and engineering teams to understand Wahoo's customer data architecture and identify the data, behaviors, and triggers needed to improve segmentation, personalization, automation, and measurement.
• Own CRM performance reporting and analysis, translating campaign and customer segment performance into clear insights and recommendations.
• Develop a strong test-and-learn approach across audiences, messaging, creative, timing, and customer journeys.
• As the CRM function matures identify opportunities to deepen customer engagement, improve retention, and drive long term customer growth across Wahoo's product ecosystem.

Agency & Creative Management:

• Manage Wahoo's external CRM and email agency partners, including briefing, prioritization, workflow management, quality control, and performance, ensuring agency-produced work meets Wahoo's brand and creative standards.
• Provide clear creative direction and feedback to continuously improve the quality and effectiveness of CRM communications.
• Evaluate the effectiveness of external support and recommend how work should be resourced across agency partners, internal teams, and future CRM hires as the function evolves.

What We’re Looking For

• You have 5-7+ years of CRM, lifecycle, retention, or customer marketing experience, with demonstrated ownership of CRM strategy and hands-on execution.
• You're highly hands-on with modern CRM and email marketing platforms such as Iterable, Klaviyo, Braze, or similar. Direct experience with Iterable is strongly preferred.
• Proficient with analytics and reporting tools such as GA4, Power BI, and Metabase, with the ability to translate data into actionable insights and clear performance reporting
• You have strong experience with audience segmentation, personalization, A/B testing, marketing automation, and performance optimization.
• You combine strategy with execution. You're comfortable setting direction while also getting into the platform and helping move the work forward.
• You have experience managing external CRM, email, or creative agency partners and working cross-functionally across Marketing, Creative, Ecommerce, Product, Data, and Engineering.
• Experience with ecommerce and subscription business models, customer data platforms, and additional CRM channels such as push, in-app, and SMS is preferred.
• Bonus: experience in consumer technology, connected products, fitness, and/or endurance sports.