CRM Analyst

At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you'll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives. 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. We also offer a comprehensive benefits program with choice and flexibility in mind to help support the health, wealth, and overall well-being of our employees. Regular full time employees in the US are eligible for benefits on day one, including: Medical, Dental, and Vision Insurance A 401(k) plan with company matching and immediate vesting An Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required 80 hours of sick time upon hire, refreshed annually Up to 12 paid holidays per calendar year 12 weeks of paid Bonding Leave following the birth or adoption of a new child, plus up to an additional 12 weeks of Medical Leave for birthing parents under our Short Term Disability policy Company-paid Disability, Life, and AD&D Insurance Voluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance Mental health benefits to support your holistic well-being A generous employee discount program & Sonos Radio HD - on us! For a holistic overview of our benefits, please visit sonosbenefits.com. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law. Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience. Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Follow the links to review the EEO is the Law poster and its supplement. Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@sonos.com and let us know the nature of your request and your contact information. Sonos is a sound experience company. We connect millions of listeners all around the world to the content they want, where and how they want it. Since inventing multiroom wireless audio in 2005, we have continuously innovated the listening experience, designing hardware and software that celebrates sound, empowers our customers, and brings the home to life. Our team is made up of passionate players united by a culture of respect, transparency, collaboration, and ownership who want to inspire the world to listen better. Sonos takes your privacy seriously and is committed to protecting your personal data. To learn more, please review the Sonos Recruiting Privacy Notice. This Notice explains how we collect, use and protect your personal information in connection with our recruitment process.