CRM Analyst

This role can be done from home

Building the world’s leading sound experience starts with the experience we provide for our people. That’s why we’ve been distributed from the start: initially between offices in Boston & Santa Barbara, and now with additional offices in Seattle. This role can be done from anywhere in the United States or Canada - any of our offices, or remotely from home. It’s about impact, not location.

#LI-Remote

The CRM Analyst plays a critical role in driving data-driven decision-making and optimizing customer retention and lifecycle marketing strategies. By analyzing customer behavior, campaign performance, and engagement trends, you’ll help enhance personalization, improve retention, and maximize revenue growth. This role is key to elevating our CRM team's capabilities through predictive intelligence and advanced analytics.

What You'll Do:

Data Analysis & Reporting

• Analyze customer behavior, campaign performance, and CRM metrics to uncover insights that drive engagement and revenue growth.

• Develop monthly and quarterly performance reports, including individual campaign recaps.

• Collaborate with Product, CSX, and Insights & Analytics teams to establish customer feedback loops and better understand pain points.

Attribution Modeling

• Explore alternative attribution models beyond last-click to gain a more accurate view of the full conversion funnel and measure true campaign impact.

Segmentation & Targeting

• Partner with the campaign strategy team to build audience segments based on demographics, behaviors, and purchase history to improve personalization and messaging effectiveness.

Campaign Performance Optimization

• Evaluate the effectiveness of email, SMS, and other CRM campaigns, leveraging A/B testing, incrementality analysis, and predictive intelligence to enhance performance.

• Identify opportunities for automation, re-engagement, and churn prevention to improve customer retention and loyalty.

Dashboard Development & Reporting

• Build and manage performance dashboards in Google Analytics and Chord to track key metrics across subscribers, channels, and campaigns.

• Partner with Revenue Ops to forecast quarterly CRM targets and monitor progress against goals.

CRM Platform Management

• Work within CRM platforms like Braze and Chord to maintain data integrity, troubleshoot issues, and enhance automation workflows.

• Collaborate with engineering and data science teams on data pipeline management and system integrations.

What You'll Need:

Basic Qualifications:

• 3-6 years of experience in CRM analytics, lifecycle marketing, or customer insights.

• Proficiency in CRM platforms (e.g., Braze, Segment, Chord) and SQL for querying customer data and campaign analysis.

• Familiarity with A/B testing methodologies and performance evaluation techniques.

• Experience with BI tools like Looker, Tableau, or Power BI.

• Strong attention to detail and accuracy in audience targeting, reporting, and execution.

Preferred Qualifications:

• Experience working in B2C, DTC, or e-commerce environments.

• Strong understanding of customer segmentation, retention strategies, and personalization tactics.

• Excellent collaboration skills, working closely with marketing, product, engineering, and data science teams.

• Ability to thrive in a fast-paced, data-driven environment with a customer-first mindset.

• Experience building forecasting models for CRM performance.

• Hands-on experience with predictive analytics tools and machine learning models for customer retention.

• Knowledge of marketing automation and lifecycle triggers.

Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested.

Visa Sponsorship: Sonos is unable to sponsor or take over sponsorship of an employment visa for this role at this time. We ask that applicants be authorized to work for any US employer, both now and in the future.

At Sonos we consider a wide range of factors when determining compensation, which may lead  individual compensation to vary depending on job related qualifications, skills, and experience.  All full time employees are eligible for merit increases, discretionary bonuses, and equity.  Our job postings may span more than one career level and the base pay range may be modified in the future based on changing market conditions. The starting base pay for this role for all US candidates is between:

$101,000 and $112,500

Please note that compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits.