CRM Manager

Xsolla is a global video game commerce company with robust tools and services designed to help developers fund, distribute, market, and monetize their games. From indie to AAA, over 1,500 game developers partner with Xsolla to reach players worldwide and grow their businesses. Headquartered in Los Angeles, California, Xsolla operates as the merchant of record across global markets.

Braze Platform Ownership

• Serve as the primary Braze operator for Xsolla Partner Network and Lightstream — building, managing, and optimising all email programmes within the platform.

• Design and execute multi-step lifecycle journeys including welcome flows, engagement nurtures, re-engagement campaigns, and transactional triggers.

• Own the IP warming programme and deliverability strategy; monitor sender reputation, bounce rates, and inbox placement, and take corrective action proactively.

• Maintain Braze as a well-structured, documented platform — clean segmentation logic, consistent naming conventions, and scalable canvas architecture that future teams can inherit.

• Serve as the internal Braze subject matter expert; guide cross-functional stakeholders on platform capabilities and support future expansion into other Xsolla verticals.

CRM Strategy & Lifecycle Marketing

• Own the CRM roadmap for Xsolla Partner Network and Lightstream — defining the lifecycle programmes, campaign calendar, and audience strategies that drive creator engagement, partner retention, and player activation.

• Develop and maintain a segmentation framework grounded in behavioural, consent, and engagement data; continuously refine targeting to improve relevance and performance.

• Plan and execute promotional and transactional email programmes in support of partner campaigns, Lightstream product moments, and seasonal marketing activations.

• Build personalisation strategies that reflect user behaviour, creator tier, regional context, and engagement history — moving beyond batch-and-blast towards meaningful 1:1 communication.

• Maintain a rolling view of the CRM calendar across both verticals, flagging dependencies and coordinating with marketing and product teams ahead of key milestones.

Data, Consent & Compliance

• Work within an established consent framework (GDPR/CAN-SPAM/CASL) — ensuring all communications are compliant, suppression lists are maintained, and consent states are respected.

• Collaborate with the data team to maintain a clean, accurate subscriber database; own list hygiene, deduplication, and bounce/complaint suppression as ongoing operational disciplines.

• Partner with product and engineering to define event tracking and attribute requirements that enable more sophisticated segmentation and triggering within Braze.

• Document data models, consent flows, and integration patterns in a way that is accessible to non-technical stakeholders and transferable to future team members.

Performance Measurement & Reporting

• Define and maintain the performance measurement framework for CRM — setting KPIs, establishing reporting cadences, and presenting results to VP Marketing.

• Track core email performance metrics (open rate, CTR, conversion, unsubscribe, deliverability) and translate data into actionable optimisation recommendations.

• Run structured A/B and multivariate tests — subject lines, send times, content, CTAs — and apply learnings systematically across the programme.

• Build dashboards or reporting views that give marketing leadership clear visibility into CRM performance without requiring manual data pulls.

Cross-Functional Collaboration

• Partner with Marketing, Creator Success, Product, and Creative teams to brief, QA, and deploy campaigns on time and to standard.

• Coordinate with Covalent (Braze onboarding agency) during initial implementation to ensure platform configuration, integrations, and canvas builds are done right the first time.

• Act as the CRM voice in cross-functional planning meetings — ensuring lifecycle marketing is represented in product roadmap discussions, campaign planning, and go-to-market processes.

• Provide CRM recommendations and briefings to internal stakeholders who are not CRM specialists, making complex platform logic accessible and actionable.

Required

• Braze Certification (current) — this is a non-negotiable requirement. Candidates without active Braze certification will not be considered.

• 5–7 years of experience in CRM, lifecycle marketing, or email marketing — with demonstrated ownership of a multi-brand or multi-vertical programme.

• Proven hands-on Braze experience: building canvases, segments, content blocks, and triggered campaigns natively within the platform — not just overseeing agency execution.

• Deep understanding of email deliverability principles: IP warming, domain authentication (SPF, DKIM, DMARC), sender reputation, and ISP engagement signals.

• Strong grasp of segmentation and personalisation strategy — able to design audience logic based on behavioural events, attributes, and engagement history.

• Working knowledge of GDPR, CAN-SPAM, and CASL; experience managing consent frameworks and suppression lists in a compliant email programme.

• Analytical and data-literate — able to build performance reports, interpret email metrics, and make optimisation decisions based on what the data shows.

• Clear, structured communicator — able to brief creative and technical stakeholders, document platform logic, and present performance findings to senior leadership.

• Comfortable working autonomously in a fully remote, fast-moving environment with minimal process overhead.

Preferred

• Familiarity with Mailchimp — particularly relevant for managing the Lightstream email programme during transition and parallel operations.

• Background in gaming, creator economy, or digital entertainment — an understanding of the creator and partner ecosystem that XPN serves will accelerate your impact.

• Experience with data integrations and event-based triggering (e.g., connecting Braze to product databases, CDPs, or data warehouses via API or SDK).

• Prior experience working alongside or transitioning from Salesforce Marketing Cloud or other legacy ESP platforms.

• Exposure to SMS or push notification channels within Braze, even if email is the primary focus in this role.

• Familiarity with consent management platforms or preference centres and how they connect to CRM tooling.