CRM Manager

Xsolla is looking for a hands-on, platform-native CRM Manager to own lifecycle marketing for two of our core consumer verticals: Xsolla Partner Network and Lightstream. This is not a coordinator role — you will own the strategy and build it yourself in Braze.You will be the primary operator of our Braze instance, responsible for designing and executing the email programmes that keep creators and players engaged across the Partner Network ecosystem and Lightstream user base. You will also serve as the internal Braze expert — someone who can translate business objectives into journeys, segments, and campaigns without needing a developer to hold your hand.This role sits within the Partner Network Marketing team, reporting directly to the VP of Marketing. You will collaborate closely with product, data, and creative stakeholders, and work alongside our onboarding agency during ramp-up before taking full independent ownership of the platform.If you are Braze-certified, love the craft of lifecycle marketing, and want to build something from the ground up at a global gaming commerce company — we want to hear from you.About Xsolla 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.For more information, visit xsolla.com.Responsibilities Braze Platform OwnershipServe 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 MarketingOwn 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 & ComplianceWork 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 & ReportingDefine 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 CollaborationPartner 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 rig