About the team

As the Senior Manager - CRM, you will lead Turo’s customer marketing strategy across the customer lifecycle globally. You’ll drive business growth through activation, retention and reactivation. You will also grow customer engagement through astute deployment of promotional initiatives and incentives. You will pioneer new customer marketing initiatives such as referral and loyalty programs. 
 

This is a leadership role that sits at the intersection of growth, product, tech and data. You will build a high performing team and have support from, our creative studio, agency resources and our CDP/CEP tooling partners to unlock growth.

What you will do

Set CRM strategy

• Define and execute Turo’s CRM strategy across key owned channels including email, push, SMS, and in-app messaging.

• Own business and operational KPIs for CRM. You will be accountable for the growing revenue generated from our existing customer base.

• Identify the biggest opportunities across the funnel, including activation, retention, reactivation and loyalty.

• Develop CRM strategy for specific key business priorities for specific segments and international growth. 

Inform CRM Tech and Data Capability

• Partner with Product, Engineering, MarTech and Data teams to improve CRM infrastructure, orchestration, audience logic, trigger design, and journey execution.

• Ensure strong operational foundations for new launches and campaigns, including QA, eligibility logic, experimentation readiness, and scalable execution.

• Improve channel performance through better deliverability, frequency management, contact strategy, and cross-channel coordination.

• Maximize the feature set available in our MarTech tooling and CEP to deliver optimal customer experience. 

• Work with the data team to articulate the incremental contribution of CRM as a channel. 

Creative optimization, localizations and personalization

• Partner closely with Brand, Creative, and Customer success teams to ensure communications reflect Turo’s brand voice while delivering against performance objectives.

• Adapt global strategy and build campaigns relevant across Turo’s 5 markets - US, CA, UK, FR and AU.

• Partner with local teams to find opportunities to deliver hyperlocal messaging across cities, events, and cultural/seasonal moments.

• Given that car rental / leasing are infrequent occasions, ensure that customers remain engaged with the Turo as a brand such that Turo is top of mind and considered when the transactional moment arises. 

• Deliver timely communications around new strategic product releases and updates. 

Pioneer new initiatives

• Be able to pilot large cross functional initiatives such as referral and loyalty programs. 

• Define business need/impact of new initiatives → identify the resourcing and investment required → build, experiment, launch, iterate and scale new CRM initiatives.

• Launch new channels within customer engagement scope. 

Leadership & stakeholder management

• Continue to build the CRM team; develop and mentor CRM specialists; and manage agency/vendor relationships.

• Manage stakeholders globally and devise resource allocation to adequately support all markets. 

• Develop regular cadence for performance reporting results to stakeholders. 

• Create documentation, CRM playbooks, and governance for teams launching new pages/features.

Your profile

• 8+ years of CRM experience with proven leadership - ideally in a B2C marketplace or travel/ecommerce environment.

• This role, along with CRM knowledge requires a strong business and commercial acumen.

• Ability to be rooted in customer experience rather than just CRM tactics. 

• Demonstrated success scaling CRM via building capacity and capabilities.

• People management and stakeholder management experience are a must. 

• Ability to work with agencies and help them prioritize and drive results. 

• Expertise in core tools: Braze, Segment, MoEngage, Iterable, Promo code tooling, CDPs, measurement tools, etc.

• International market experience (multi-country, multi-language)

• Ability to influence Product/Engineering roadmaps and communicate ROI/tradeoffs clearly.

• Familiarity with experimentation methods, incrementality and causal measurement for CRM.

Bonus if you have

• Prior experience launching loyalty programs and referral programs.

• Comfort with SQL and/or data warehouses and BI dashboards. 

For this role, the target base salary range in Toronto is $136,000 - $170,000 annually. This role is also eligible for equity and benefits. In general, our ranges reflect the market-based target for new hire salaries based on the level and location of the role. Within the range, individual pay is determined by objective factors assessed during the application and interview process, such as job-related skills, experience, and relevant education or training. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role.

Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Turists will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Your recruiter can share more information about the various in-office perks Turo offers.

Turo AI Policy:

Turo may use AI-enabled tools to support our recruiting operations, including gathering information from candidates, drafting communications, helping with interview note-taking and assessment, and so on. These tools only supplement our team; all decisions to advance or hire candidates are made by Turo employees. While we welcome candidates to use AI-enabled tools to help prepare for their interviews, the use of such tools, including any AI chatbots or note-takers, is not permitted during live interviews or technical assessments. We want to see how you consider and solve problems in real-time, so interviews and assessments are all you (unless we indicate otherwise and ask you specifically to use an AI-enabled tool to answer a question). If during the application process you require the use of an AI-enabled tool as a reasonable accommodation for a disability, please let us know at PeopleOps@turo.com.

Benefits

• Competitive salary, equity, benefits, and perks for all full-time employees

• Employer-paid medical, dental, and vision insurance (Country specific)

• Retirement employer match

• Learning & Development stipend to invest in your professional development

• Turo host matching program

• Turo travel credit

• Cell phone and internet stipend

• Paid time off to relax and recharge

• Paid holidays, volunteer time off, and parental leave

• For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities

We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you.

Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us!  Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.

About Turo

Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts.

Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes.  

Read more about the Turo culture according to Turo CEO, Andre Haddad.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  

Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing PeopleOps@turo.com.