Senior Manager, CRM

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Upwork ($UPWK) is the leading tech solution for companies looking to hire the best talent, maintain flexibility, and get more done. We’re passionate about our mission to create economic opportunities so people have better lives. Every year, more than $2 billion of work is done through Upwork by skilled professionals who want the freedom of working anytime, anywhere. Top companies connecting with extraordinary talent around the globe? Upwork is how.


The CRM team at Upwork is on a mission to drive trials, hiring and retention by orchestrating personalized, relevant and contextual multi-channel messages. Our primary goal is to serve the unmet needs of the customer by connecting the value of the product with the end users. By delivering messaging that is always targeted, meaningful, and brand-forward, we’re able to drive the desired action, ensure that all user segments are extracting maximum value from our products, and cultivate trust.

As a Senior Manager, CRM you will be responsible for developing and optimizing multi-channel and highly personalized lifecycle and triggered programs designed to drive engagement and minimize churn. You have extensive experience in hypothesis based testing, crafting lifecycle journeys based on customer and data insights, finding creative ways to execute and drive measurable growth.

Your Responsibilities:

  • Develop the strategy, testing, and execution for various lifecycle stages and demonstrate the most effective channels to drive success against key onboarding, retention and engagement goals.
  • Use analytics and deep customer insights to identify and execute innovative programs that continually push CRM initiatives to the next level
  • Partner with product and marketing stakeholders to align on Upwork's long-term vision and goals and defining how CRM and personalization will transform how we interact with customers
  • Conduct A/B tests and perform other quantitative and qualitative analyses to measure impact
  • Demonstrate thought leadership and build cohesive CRM programs with a strong focus on the customer journey across multiple points of interaction and multi-dimensional customization
  • Intimately know our customers and build the best experiences to meet their needs
  • Work closely with Product, Data Science, User Research and Analytics teams to commission new insights and algorithms and lead end to end implementation to drive growth

What it takes to catch our eye:

  • Demonstrated ability in CRM, lifecycle, growth, retention, marketing or product areas leading data driven and customer centric programs while driving measurable growth
  • Hands-on experience with email marketing providers including: Responsys/ Braze/Iterable
  • You have a strong focus on the customer as well as the business, coupled with an ability to learn, respond to feedback and grow
  • Expertise in A/B testing, design of experiment, data and analytics to drive growth projects as well as strong analytical and SQL skills
  • You are data and hypothesis driven, business-minded, customer obsessed and are passionate for collaboration


Come change how the world works.

At Upwork, you’ll shape talent solutions for how the world works today. We’re a remote-first organization supported by offices in Santa Clara and Chicago, working together to create exciting remote work opportunities for a global community of professionals. 

Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We build amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. Oh yeah, we’ve also got amazing benefits.

Check out our Life at Upwork page to learn more about the employee experience.

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. 

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Location

Our office is located in Chicago's West Loop. We are close to public transportation and restaurants galore.

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