Senior Manager of CRM Growth

Position Overview

GoFundMe is seeking a player-coach to join our team as the Senior Manager of CRM Growth. This role bridges strategy and execution, collaborating across Product, Data, and Marketing to design and deliver cross-channel lifecycle programs that drive user engagement, reactivation, and sustainable growth. You will own the vision, roadmap, and performance of our CRM efforts across email, SMS, and in-app messaging, developing personalized, measurable, and mission-aligned journeys. This position is ideal for someone with deep technical fluency, strong growth instincts, and a passion for fast-paced, collaborative environments.

Responsibilities

• Strategy & Vision:
  • Define and evolve GoFundMe’s short- and long-term CRM strategy in alignment with growth, product, and brand goals.
  • Identify high-leverage opportunities to improve user retention, reactivation, and LTV across the customer lifecycle.
• Program Management & Execution:
  • Partner with Growth, Product, and Data leadership to ensure CRM programs reflect customer needs and business priorities.
  • Serve as the Point of Contact (POC) for partnering with engineering on updates/changes to our CRM (Braze).
  • Lead day-to-day CRM operations, including one-off sends and multi-step automated journeys across email, SMS, and in-app.
  • Orchestrate cohesive cross-channel experiences, ensuring message timing, sequencing, and frequency are user-centric.
  • Champion rapid experimentation (A/B and multivariate testing), and integrate behavioral triggers, dynamic content, and advanced segmentation to optimize performance.
  • Support efforts to streamline experimentation using tools such as multi-armed bandits (MAB) to reduce reliance on sequential testing.
• Data & Analytics:
  • Collaborate with Data Science on cohort and uplift analyses, personalization strategies, and predictive modeling.
  • Define and track key performance metrics (open rates, CTR, CVR, churn, LTV, ROI), balancing tactical insights with long-term growth impact.
  • Own and evolve dashboards that integrate CRM and paid media performance; regularly synthesize learnings for executive audiences.
• Compliance & Best Practices:
  • Ensure best practices around tagging, deliverability, and privacy compliance (GDPR, CCPA, etc.).
• Cross-Functional Collaboration:
  • Serve as a key connector between Data, Engineering, Product, and Creative to ensure campaigns are well-coordinated and scalable.
  • Collaborate with Product Marketing and Brand on launches and ongoing engagement efforts.
• Process & Enablement:
  • Establish documentation, QA processes, and internal enablement for CRM tools and programs.

Requirements

• 5+ years of hands-on experience leading CRM or lifecycle marketing programs at a high-growth B2C company.
• Deep expertise with modern CRM platforms (ideally Braze) and adjacent tooling (e.g., push/SMS platforms, CDPs, Amplitude, Optimizely).
• Strong data fluency — able to run cohort analysis, develop forecasts, and translate insights into practical action.
• Track record of designing and scaling personalized customer journeys that drive measurable business outcomes.
• Strategic mindset with a bias toward experimentation and continuous improvement.
• Excellent communication and stakeholder management skills; comfortable working in cross-functional, matrixed teams.
• Familiarity with deliverability best practices, regulatory standards (GDPR, CCPA), and CRM compliance frameworks.
• Bonus: Experience mentoring junior team members or building a CRM team from scratch.
• Bonus: Experience managing content across international markets, with sensitivity to regional behaviors.

Company Information

GoFundMe is the world’s most powerful community for good, dedicated to helping people help each other. By uniting individuals and nonprofits in one place, GoFundMe makes it easy and safe for people to ask for help and support causes—for themselves and each other. Together, our community has raised more than $40 billion since 2010.

Why you’ll love it here

• Make an Impact: Be part of a mission-driven organization making a positive difference in millions of lives every year.
• Innovative Environment: Work in a dynamic and collaborative setting.