CRM Production Manager

Sonos Crm Production Team Lead

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 is the technical and operational back-bone of a high-impact CRM program. As the production team lead, you'll drive operational excellence, set quality standards, optimize tools and processes, and serve as a trusted partner to CRM strategy, Martech, and Creative teams. You'll play a critical role in maintaining consistency, enabling speed, and scaling our ability to deliver personalized, high-impact communications to our customers. You will lead a highly skilled team of technical producers. This role is a hybrid position, allowing for a combination of remote work and in-office collaboration. Qualified applicants must live within commuting distance of our Seattle or Boston office locations.

Key Responsibilities

Lead and mentor a team of 5 CRM Producers, supporting their growth, removing blockers, and ensuring consistent execution across all campaigns. Oversee the end-to-end production process, from intake to deployment, ensuring campaigns meet quality standards, timelines, and performance goals. Set and enforce operational best practices, including QA protocols, naming conventions, folder structures, and campaign documentation and maintain this repository on Confluence / Google Drive. Build and deploy campaigns as needed, providing hands-on support for high-priority initiatives and complex workflows. Optimize tools and production workflows, partnering with Martech and Engineering to improve platform performance and scale team output. Collaborate cross-functionally with CRM strategists, analysts, creatives, and product teams to streamline execution and enable strategic experimentation. Monitor team capacity and prioritize workload, ensuring producers are working sustainably and efficiently across a mix of lifecycle, promotional, and triggered programs. Champion continuous improvement and innovation, proactively identifying opportunities to automate, templatize, or simplify repeatable tasks without sacrificing quality. Keep your finger on the pulse of the industry and constantly evolve approach.

Qualifications

8-10 years of experience in CRM production, email marketing operations, or a related field, with at least 2 years in a team leadership or management role. Proven ability to lead high-performing production teams, driving consistency, quality, and operational efficiency across a high volume of campaigns. Deep understanding of CRM platforms (e.g., Salesforce Marketing Cloud, Braze) and familiarity with campaign automation, dynamic content, audience segmentation, and A / B testing, customer journey building. Strong grasp of production best practices, including QA protocols, campaign documentation, naming conventions, and version control. Demonstrated success in optimizing tools, processes, and workflows, including partnering with Martech or Engineering to implement enhancements. Adept at navigating cross-functional environments and working closely with strategy, creative, analytics, and product teams to enable speed and scalability. Detail-oriented with exceptional project management skills, capable of prioritizing competing demands, managing timelines, and making resource trade-offs. Passion for operational excellence and continuous improvement, with a proactive, solution-oriented mindset. Comfortable being hands-on, building, testing, or troubleshooting campaigns to support team output or unblock high-impact initiative.