Sr. Manager CRM Strategy
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About this role
A little about us
The Yahoo CRM team owns the end-to-end customer journey across our global product portfolio, guiding millions of users from initial engagement through long-term brand loyalty. We operate as a centralized CRM lifecycle strategy hub, combining data-driven insights, advanced automation, and customer-first messaging to drive sustainable growth. We continuously experiment with innovative strategy frameworks and technologies to deliver personalized, high-impact user experiences at scale.
About the role
The Senior Manager, CRM Strategy sits within Yahoo’s CRM organization and reports directly to the Director, CRM. The organization owns the end-to-end customer experience within the CRM ecosystem, guiding users from first engagement through long-term retention. This role owns complex CRM problem spaces and will work with all verticals to develop CRM strategies that hit goals and strengthen customer loyalty. You will partner deeply with Customer Strategy, Product Marketing, CRM Operations, and Analytics, serving as a strategic driver of customer-first growth across Yahoo’s portfolio.
This is an individual contributor role for an experienced CRM Senior Manager who can operate autonomously, influence cross-functional partners, and translate high-level growth objectives into actionable, high-impact CRM programs and channel strategies.
Responsibilities
Own and define scalable CRM lifecycle strategies aligned to Yahoo’s lifecycle architecture, including acquisition, activation, retention, and re-engagement.
Translate complex horizontal lifecycle frameworks and business objectives into clear, executable CRM requirements, journey definitions, and trigger logic.
Design and map complex customer journeys, triggers, and messaging cadences across CRM channels (such as email and push) based on user behavior and engagement signals.
Serve as a primary CRM strategy partner to Product Marketing Managers and Customer Strategy leads to alignment on vertical-specific goals, user behaviors, and success metrics.
Partner deeply with CRM Operations and Messaging Platforms to ensure CRM lifecycle intent is accurately reflected, cohesive, and optimized in delivery across all targeted channels.
Collaborate with Analytics to define CRM success metrics, lead experimentation roadmaps, and build insight loops to track performance across the lifecycle.
Utilize AI-assisted analytics tools (e.g., Looker) to diagnose churn risks and evaluate multi-channel campaign performance.
Own CRM performance analysis, evaluating campaign effectiveness, diagnosing opportunities for improvement, and reporting on lifecycle KPIs such as activation, engagement, and retention.
Lead robust A/B testing and experimentation efforts to optimize CRM messaging, sequencing, personalization approaches, and dynamic content rules.
Provide strategic guidance to execution teams on prioritization and testing frameworks, reviewing execution quality to ensure campaigns meet strategic intent and technical requirements.
Proactively identify and implement AI-driven workflow efficiencies within campaign planning and strategy mapping, replacing manual execution steps with automated pipelines.
Synthesize learnings to improve CRM performance at scale and ensure a consistent customer experience.
Qualifications
7+ years of experience in CRM strategy, lifecycle marketing, or retention specifically focused on channels like email and push.
Demonstrated experience designing and scaling multi-channel CRM strategies in complex product ecosystems.
Proven ability to influence without authority and drive alignment across Product Marketing, Analytics, and Channel Execution teams.
Deep familiarity with CRM measurement, robust A/B testing concepts, and optimization methodologies.
Experience working with enterprise CRM and marketing tools such as Zeta, Moveable Ink, and similar platforms.
Hands-on experience applying generative AI platforms or prompt engineering techniques to accelerate strategy development, content variant creation, or messaging personalization.
Strong analytical thinking paired with clear strategic communication skills.
High degree of autonomy, judgment, and comfort operating in ambiguous environments while managing multiple workstreams.
BA/BS degree in Marketing, Business, Communications, or a related field, or equivalent practical experience.
Why Yahoo
This role offers the opportunity to shape how CRM strategy and lifecycle marketing drive growth and retention across Yahoo’s portfolio. As a Senior Manager, CRM Strategy, you will own high-impact customer journeys within a centralized lifecycle organization, influence cross-vertical decision-making, and help evolve Yahoo’s CRM planning and execution standards. You will build a strong foundation in customer value-driven growth while helping deliver targeted experiences that reach millions of users every day.
The material job duties and responsibilities of this role include those listed above as well as adhering to Yahoo policies; exercising sound judgment; working effectively, safely and inclusively with others; exhibiting trustworthiness and meeting expectations; and safeguarding business operations and brand integrity.
At Yahoo, we offer flexible hybrid work options that our employees love! While most roles don’t require regular office attendance, you may occasionally be asked to attend in-person events or team sessions. You’ll always get notice to make arrangements. Your recruiter will let you know if a specific job requires regular attendance at a Yahoo office or facility. If you have any questions about how this applies to the role, just ask the recruiter!
Yahoo is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Yahoo will consider for employment qualified applicants with criminal histories in a manner consistent with applicable law. Yahoo is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form (www.yahooinc.com/careers/contact-us.html) or call +1.866.772.3182. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.
We believe that a diverse and inclusive workplace strengthens Yahoo and deepens our relationships. When you support everyone to be their best selves, they spark discovery, innovation and creativity. Among other efforts, our 11 employee resource groups (ERGs) enhance a culture of belonging with programs, events and fellowship that help educate, support and create a workplace where all feel welcome.
The compensation for this position ranges from $105,750.00 - $220,000.00/yr and will vary depending on factors such as your location, skills and experience.The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions. Our comprehensive benefits include healthcare, a great 401k, backup childcare, education stipends and much (much) more.Currently work for Yahoo? Please apply on our internal career site.
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