We're looking for a seasoned CRM leader to own lifecycle strategy and execution across email and push for Shop. You'll drive cohort-level buyer outcomes by developing the strategic roadmap, concepting campaigns, partnering with creative to bring them to life, and relentlessly optimizing performance. Beyond campaign execution, you'll work closely with Product and Engineering to shape the email platform features, tooling, and infrastructure needed to scale our CRM capabilities—acting as the connective tissue between marketing strategy and martech development.

You'll be joining a team of driven crafters committed to pushing themselves out of their comfort zones and thriving on change. We trade on impact, not process. That means you need to care deeply about what you're building and be committed to continuously developing your craft while elevating the team around you.

Responsibilities

• Own the end-to-end lifecycle CRM strategy for Shop—from activating new users and engaging existing shoppers to resurrecting churned users—turning browsers into buyers at scale

• Lead implementation of lifecycle journeys, seasonal campaigns, and product launch go-to-market communications in partnership with brand and product marketing

• Build and optimize campaigns using pre-built components, Liquid, HTML, and APIs; you can build complex automated campaigns at scale and QA, not just strategize

• Define platform requirements and prioritize feature asks with Product and Engineering to develop the email/push tooling and infrastructure needed to execute your roadmap

• Manage a rigorous experimentation pipeline—you A/B test everything and let data settle debates

• Monitor campaign performance, troubleshoot issues, and collaborate cross-functionally to drive continuous improvement against product and customer-level KPIs

• Conduct analyses to deeply understand the Shop user lifecycle and identify opportunities for new campaigns across all journey stages

• Ensure CRM communications feel like a natural extension of the core Shop product experience

• Stay current on industry trends, legal regulations, and emerging technologies to drive innovation in our CRM efforts

• Mentor and elevate team members, establishing best practices and operational excellence across the CRM function

Qualifications

• 7+ years in lifecycle, CRM, or retention marketing, ideally in a consumer app, e-commerce, DTC, or marketplace environment

• Hands-on experience with email and push platforms (e.g., Braze, Iterable, Klaviyo, or similar); you can independently build, manage, and troubleshoot campaigns

• High level of comfort using, or learning to use, agentic tools to enhance your productivity, work and the output of the CRM team

• Advanced technical proficiency: HTML, Liquid, CSS, APIs, and conditional logic (intermediate to advanced Liquid required; custom HTML email builds strongly preferred)

• Intermediate SQL skills with a passion for generating actionable insights from A/B tests and large datasets

• Strong experimentation mindset with proven ability to drive measurable results via CRM

• Cohort and funnel fluency—you think in terms of user journeys, not just campaign sends

• Experience writing or directing compelling consumer communications; you understand tone, timing, and segmentation

• Proven track record leading ambiguous, cross-functional projects in a matrixed environment, partnering with Product, Engineering, Creative, and Analytics

• Strategic marketing mind with understanding of growth channels beyond CRM

• Growth mindset with a self-sufficient approach to learning and problem-solving; if you don't know how to do it, you'll figure it out

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.

This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.