Senior Growth Consultant - CRM – Maternity Cover

Join Phiture's CRM & Retention team as a Senior CRM Consultant, covering maternity leave for one of our most senior consultants on our flagship HBO Max account.
You'll lead high-impact CRM and lifecycle marketing programs for one of our largest and most technically demanding clients, working across EMEA (and APAC). This is a hands-on role combining deep technical Braze expertise with senior-level client relationship ownership — you'll be the primary point of contact for key stakeholders, responsible for maintaining the trust and quality bar this account has built over several years, including award-winning campaign work (Braze Torchie Awards, People's Choice Award for CRM Campaign of the Year).

• →Own Day-to-Day Client Relationship: Act as the senior point of contact for our client stakeholders, maintaining the level of trust, responsiveness, and strategic input the account is known for.
• →Lead CRM Technical Architecture & Audits: Conduct advanced audits of CRM setups, including taxonomy, event structure, API integrations, custom attributes, and webhook flows, ensuring accurate data flows and scalable architecture within Braze.
• →Maximize Braze Capabilities: Deeply leverage Braze's advanced personalization and automation capabilities such as custom events, real-time triggers, Liquid logic, and dynamic content to maintain and evolve our clients’ lifecycle programs.
• →Manage Lifecycle Campaign Execution: Own planning and execution of end-to-end lifecycle marketing strategies across channels (email, push, in-app, SMS), aligned to HBO Max's user journeys and business goals, including large-scale, high-profile campaigns (e.g. major content launches, live events).
• →Cross-Functional Orchestration: Collaborate closely with Creative, Retention, Martech, and CRM Ops counterparts (both Phiture-side and client-side) to keep campaigns aligned and delivered on time.
• →Data Integrity & Technical Troubleshooting: Work with client dev/data teams to validate event instrumentation, user segmentation logic, and troubleshoot CRM workflows, APIs, and marketing data pipelines.
• →Drive Experimentation: Design and implement A/B and multivariate tests across channels to optimize lifecycle touchpoints.
• →Analyze & Report on Performance: Translate retention/engagement KPIs and cohort behavior (via Amplitude, Mixpanel, or Looker) into clear, actionable insights and recommendations for both internal team and client.
• →Coach where needed: Support and mentor any freelance or junior support resources allocated to the account during the engagement.
  
  

• 5+ years of hands-on experience in CRM, lifecycle marketing, or marketing automation, ideally for large-scale mobile/streaming or subscription products.
• Deep, hands-on expertise with Braze specifically - API usage, Liquid logic, webhook setups, custom events/attributes, and advanced campaign architecture.
• Comfortable performing technical audits and working directly with client product/data teams on taxonomy, tracking plans, and event schemas.
• Strong data literacy: able to query and interpret data, build dashboards, and translate findings into recommendations, using tools like Amplitude, Mixpanel, Looker, or Tableau.
• Proven experience owning senior-level client relationships independently - this role requires stepping into an established, high-trust relationship with minimal ramp-up support.
• Deep understanding of retention/engagement mechanics for large consumer/subscription products, including behavioral triggers, cohort segmentation, and monetization models.
• Proficient with HTML for messaging templates and troubleshooting cross-device layout issues.
• Excellent client communication skills and confidence leading client workshops, meetings, and audits independently, including with senior client stakeholders.
• Fluent in English (verbal and written).
• Available to start mid-November to early December, for a fixed-term engagement of approximately 5-6 months.

• Prior experience with entertainment/streaming or subscription-based media clients.
• Familiarity with multi-market/multi-region CRM programs (EMEA + APAC).
• Experience with experimentation design and testing platforms.
• Experience working in agile squads or cross-functional pods.
• Experience with ASO and performance marketing.