Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

Salary Range:

What’s this role?

Etsy is looking for a strategic and driven Senior Manager of Retention Marketing to lead our next-generation CRM strategy. You will be instrumental in designing, executing, and optimizing personalized machine learning driven campaign strategies across CRM channels to drive user engagement, retention, and growth. You will lead a team of retention marketers and collaborate closely with cross-functional teams, including Merchandising, Brand Marketing, Product, Engineering, Analytics, and Design, to engage and retain our active buyers with effective, data-driven strategies.

The ideal candidate will bring a blend of strategic vision and executional expertise, with a proven track record in CRM and retention marketing. We seek a leader who can champion innovative engagement approaches, build a comprehensive strategy, and implement it with agility and precision in a dynamic, fast-paced environment that values creativity and growth.
 

This is a full-time position reporting to the Senior Manager of Retention Marketing. In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.
 

This role requires your presence in Etsy’s Brooklyn Office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of Etsy’s Brooklyn Office Hub may be the first to be considered. Learn more details about our  work modes and workplace safety policies here.

 

What’s this team like at Etsy?

At Etsy, the CRM team is a dynamic group of marketers who excel in creating personalized and impactful customer experiences. They use innovative technology and data analytics to craft tailored campaigns that foster strong relationships and drive customer loyalty with our 90M+ buyers and 7M+ sellers. 
 

What does the day-to-day look like?

• Develop a comprehensive CRM personalization strategy for buyer retention, using machine learning to deliver highly targeted push notifications, SMS, email, and in-app messages that boost user engagement.

• Lead a cross-functional approach by partnering with Product, Engineering, Merchandising, and Marketing Analytics to seamlessly integrate personalized CRM strategies within the broader product experience.

• Guide your team in planning, implementing, and optimizing campaigns that drive user engagement, daily active usage, and other key engagement metrics, ensuring campaigns align with overall business goals.

• Use data and advanced analytics to identify user segments, enhancing engagement through personalized messaging and relevant content.

• Leverage technical expertise in platforms like Braze or similar ESPs to support your team in executing complex, end-to-end personalized campaigns.

• Stay current with industry trends in CRM, machine learning, and mobile engagement, encouraging continuous learning within your team.

• Foster an agile and efficient CRM process, actively finding opportunities to improve team agility and streamline workflows.

• Provide clear communication and coordination of campaign timelines, launch confirmations, ETAs, blockers, and dependencies across cross-functional teams.

• Maintain flexibility for occasional work outside normal business hours (e.g., weekends, late nights, or early mornings) to support critical campaign launches and urgent messaging.

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.
   

Qualities that will help you thrive in this role are:

• 8+ years in CRM, retention marketing, with at least 3 years in a managerial role overseeing complex technical execution in ESP or Marketing Automation platforms (e.g., Braze).

• Demonstrated success managing and mentoring a high-performing team in a fast-paced environment, with experience leading a team to produce a high volume complex campaigns

• Proven expertise in machine learning applications within CRM, ideally in a mobile-first or e-commerce environment.

• Natural collaborator who is able to build positive relationships across the company and drive decision-making for cross-functional teams

• Passion for innovation, creativity, and problem-solving, with a strong focus on driving business results.

• Deep understanding of data analytics, segmentation, and personalization, with hands-on experience across email, push, SMS, and in-app campaigns.

• Experienced in collaborating with data science teams to design experiments, including A/B and multi-armed bandit testing.

• Strong critical thinking skills coupled with a bias towards action and accountability so as to anticipate and navigate the constantly evolving marketing landscape

• HTML proficiency for building and personalizing marketing content; knowledgeable in CAN-SPAM, CASL, GDPR, and inbox deliverability standards.

Additional Information

What's Next
If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.