We're exploring it as a next best action layer inside our Canvases, essentially letting it read a customer's profile and decide things like "this person responds better to SMS than email" or "this one's ready for an urgency nudge." More dynamic orchestration without hardcoding every branch. Whether or not it will do a good job of this I am not yet sure until we actually test it, as it seems more like a job for Braze's AI decisioning studio.

Haven't come across many concrete success stories yet so keen to hear from anyone who's actually shipped something with it. Something other than using it for copy/content?

What's working, what isn't?

Welcome to the Table. At Sur La Table, community, culinary joy, and celebration are at the heart of who we are. From monthly spotlights to the Golden Whisk awards and cooking class perks, our culture blends recognition with hands-on experiences. New team members are welcomed with care and inspired by wellness events, inclusive stories, and a personal touch that makes you feel right at home.

Reports to: Chief Marketing Officer

Location: Remote (US + Canada)

About the Role:

Sur La Table needs a strategic CRM leader who can own the full lifecycle of the customer relationship — across email, SMS, loyalty, and customer intelligence — spanning Hardgoods, Culinary programming, and Retail. As Director, Lifecycle Marketing & CRM, you will set direction for how Sur La Table acquires, retains, and grows customer relationships across every business unit, with direct CMO access and meaningful P&L accountability.

In your first 6–12 months, you will build the automation architecture to drive significant revenue growth through lifecycle campaigns, establish the customer health reporting cadence that makes CRM performance visible to leadership, and evolve the Sur La Table Perks loyalty program from a discount-driven retention tool into a genuine relationship platform.

This is a lean team. You will own a lot, move fast, and make decisions with full end-to-end responsibility.

What You'll Do:

Email & SMS — BAU / CEP Program Leadership

• Own the full email and SMS calendar across all business units — cadence, segmentation, deliverability, and send discipline — balancing competing demands from multiple channels and stakeholders.
• Partner with Brand and Creative to build a library of modular, brand-forward templates that flex across campaign types, business lines, and audience contexts.
• Lead personalization strategy: dynamic content, audience-specific versioning, and AI-powered content recommendations as standard operating practice.
• Own core KPIs — revenue per send, repeat purchase rate, LTV by segment, list growth, reactivation rate — and report them to leadership with a clear performance narrative.

Automation & Technology

• Build, scale, and optimize the full automation architecture — post-purchase, lifecycle, Culinary booking, loyalty, and reactivation programs — with a mandate to drive significant revenue growth through automated campaigns.
• Evaluate and implement best-of-breed CRM technologies. Own the vendor roadmap, build the business case for change, and execute transitions with discipline. AI capability and API/integration depth are primary evaluation criteria.
• Champion AI-first ways of working: leverage platform integrations and MCP connections to automate insight generation, and partner with internal technology teams to build custom tooling that gives the CRM function a capability edge.

Customer Intelligence & CDP

• Own the CDP and predictive intelligence platforms as strategic assets — driving cross-channel segmentation, LTV modeling, and touchpoint orchestration across all business units.
• Build the customer health reporting cadence — list trajectory, engagement quality, repeat purchase rate, cross-business-unit buyer rate, LTV cohorts, new customer acquisition, and reactivation performance — and make it visible and actionable for leadership.

Loyalty Program

• Own and evolve the Sur La Table Perks program — structure, benefits, offer architecture, and program economics — with a roadmap that transitions loyalty into a genuine relationship platform.
• Use customer intelligence to understand what drives frequency, AOV, and cross-business-unit engagement among your best customers. Report customer growth as a recurring leadership metric with a clear narrative around trajectory.

Omni-Channel & Cross-Functional Leadership

• Serve as the CRM voice in cross-functional planning across all business units — GTM strategy, promotional calendar, Culinary programming, and campaign briefing — as an upstream contributor, not a downstream executor.
• Understand how each business unit operates commercially — Hardgoods sell-through dynamics, Culinary class fill rates, in-store traffic and loyalty economics — and build CRM strategy that reflects that reality.
• Partner with Performance Marketing, Brand, and Merchandising to ensure CRM is a planned, proactive contributor to major campaigns and commercial priorities.

Team & Vendor Leadership

• Lead and develop a focused CRM team. Establish a proactive development cadence — growth goals, stretch opportunities, and honest conversations about trajectory.
• Own vendor relationships across the CRM stack. Hold partners to clear performance standards and a continuous improvement expectation.
• Own the full financial picture for CRM — budget management, sales forecasting, and P&L accountability across Email, SMS, Loyalty, and lifecycle automation. Set revenue targets by channel, track performance against forecast, and report financial outcomes to leadership.

Required Qualifications:

• 8+ years of progressive CRM and lifecycle marketing experience with demonstrated ownership of a full program spanning multiple channels, campaigns, and business units.
• Proven omni-channel acumen: you understand how customers move between eCommerce, physical retail, and service/experiential business lines, and you build strategy that reflects that journey.
• Experience supporting multiple business units simultaneously — balancing competing priorities, managing a complex send calendar, and maintaining program discipline across stakeholders with different commercial goals.
• Deep platform expertise across a modern CRM stack: CEP/ESP (Braze or equivalent), CDP, predictive intelligence tools, SMS, and loyalty infrastructure. Hands-on familiarity with AI integrations and API-driven workflows.
• Strong creative sensibility — you partner with design teams to produce brand-rich, high-performing email and SMS creative across multiple campaign types and audience contexts.
• Strong analytical instincts — you translate LTV, retention, and engagement data into business cases that resonate with commercial and finance stakeholders.
• Cross-functional credibility — you show up with a point of view, advocate for the customer relationship when the business pushes for volume, and hold your ground on channel discipline.
• Retail or omni-channel background required.

For Full Details and to Apply:

On LinkedIn: https://www.linkedin.com/jobs/view/4417439313

Direct: https://jobs.lever.co/cscgeneration-2/0255ec7c-1b16-4fa8-a2c0-fa7fb2e77890

Ideally, something that covers:
• Consent/opt-in requirements
• Messaging restrictions
• Unsubscribe requirements
• WhatsApp-specific rules
• Differences across countries/regions

Has anyone found a good vendor, consultant, database, or resource they’d recommend working with? Thanks in advance!

Every quarter comes with a list of features we’ve added to help you do Braze, better. They can be a lot to take in, so in this What’s New session I focused on a few that are most likely to change how you actually build.

In this 60 minute webinar, we take a look at a small number of updates and how they show up in real campaigns, from how tools like Operator and Agents shift you from building to curating to how newer data updates help you act on what’s happening right now.

You’ll see what’s changed, where it fits, and how you might start applying it in your own campaigns.

Watch the recording here.

After you watch, I'm curious - which update feels the most immediately useful for your setup right now?

It’s an exciting moment for us as we rethink how our outreach channels and customer experiences connect.

You’ll join a brilliant team and help take our orchestration and personalisation capabilities to the next level, blending strategy, technology and storytelling to create meaningful customer experiences. 

Looking for someone that brings great technical skills, mixed with strategic thinking and can build strong partnerships within the business.

Braze and HighTouch experience ideal. London based

Apply here https://burberrycareers.com/job-invite/166253/

PREFERENCE:  While this role is Miami-preferred, we are open to candidates from all locations and are focused on finding the best overall fit for the position.

What you’ll do:

• Own and execute CRM strategy across email, push, in-app, and SMS channels
• Build and manage lifecycle journeys (onboarding, activation, retention, reactivation, VIP)
• Develop customer segmentation strategies based on behavior, lifecycle stage, and value
• Partner with Product, Analytics, and Marketing teams to align on campaigns and promotions
• Analyze campaign performance, A/B test, and continuously optimize for KPIs (retention, LTV, engagement)
• Manage lifecycle journeys including onboarding, activation, retention, reactivation, and VIP flows
• Support promotional campaigns (bonuses, offers, events) in a regulated gaming environment
• Ensure compliance with regulatory and responsible gaming standards

Bonus Points:

• Understanding of event tracking, instrumentation, and real-time triggers
• Ability to translate marketing needs into technical requirements/user stories
  

About You:

• 2–5 years of CRM / lifecycle marketing experience
• Hands-on experience with Braze (strongly preferred) or similar CRM platforms
• Experience in iGaming / real money gaming (sportsbook, casino, DFS, or related)
• Strong understanding of segmentation, personalization, and lifecycle marketing
• Familiarity with player incentives, promotions, and bonus structures
• Experience with experimentation and A/B testing
• Data-driven mindset with comfort analyzing performance metrics
• Ability to balance technical execution with marketing and brand considerations

Nice To Have: 

• Basic SQL or experience working with data teams

About Betr:

Founded in 2022 by Joey Levy and Jake Paul, Betr has built the world's first real money gaming super app. In September 2023, Betr launched Betr Picks, which has quickly become one of the leading fantasy sports pick 'em products in the U.S. The product is currently available in 34 states. In September 2025, Betr launched Betr Social Sportsbook and Betr Arcade. Since launch, Betr Social Sportsbook, which is live in 32 states, has been one of the fastest growing products in the industry. Betr Arcade has quickly emerged as a leading skill games platform and is live in 38 states. Betr Social Casino soft launched in February 2026 and is launching in 28 states. Betr has one million paying users and is one of the fastest growing companies in the industry.

• Original URL: Might be 30–50 characters.
• 
  Wrapped URL: These can exceed 800–1,000 characters each because they contain encrypted data to identify the specific user, campaign, and link clicked.

This is blowing out our email size. Any suggestions on how to trim the wrapping? Thanks!

Lately, I've been hearing a lot of customer requests on how to embed an NPS survey in an email and have the user's responses get logged as a custom attributes. I believe this use case should be doable with Link Aliasing. 

I wanted to post here to see if anyone has already tried it and found any pros and cons with this set up. Also, would the custom-attribute-logging campaign be 10 different webhook campaigns, one for each score? 

Thank you!

Best,

Allan

• Email with a link to a Braze landing page with the survey
• Or an embedded survey directly in the email?

Both options will consume data points to collect information from each user, but which do you think has more advantages overall?
Would love to hear your experiences! 🙌

How fast does it all go?

I’ve been part of a lot of CRM teams over the years, I’ve hired for technical CRM managers, upskilled teams in setting up Connected Content, using Liquid, building templates, creating modular personalisation in emails and it’s all quite hard, and most of the time slow.

So I decided to build a thing (isn't that always the answer?) to let teams do it themselves.

It's called Building Blocks, it's a drag and drop builder, powered by a modular email design system that allows teams to build dev level emails by themselves. It has a bunch of cool gizmos built in, like pulling live data into emails visually, content waterfalls, stylesheets, or Liquid personalisation use cases.

The beta is live, Bonfire discount for anyone who wants in, open to everyone. Leave a comment or DM me.

https://copypastd.com

• Looking for a full time or near full time contractor, managing the CRM ops team (8 people) who operates in cordial (email) and braze (push and IAMs). The Braze expertise is more critical. I want someone who can be a player/coach, roll up their sleeves and help the team learn more about Braze capabilities and level up their skills
• Need to keep the day-to-day afloat — campaign speed, quality, minimal issues. When there are issues, be comfortable and capable tracking the data sources.
• Ideally has hightouch experience too as most of our Braze data comes in through hightouch
• Bonus: if I can find someone who can help this same team accelerate AI for workflow efficiencies, QA, coding, process improvements that would be a cherry on top
• We are a high volume, highly personalized sender — looking for someone with experience with 100s of millions of sends per month, highly complex campaign logic, high degree of personalization
• Must be in the US, remote is fine

I'm working on an integration that consumes Braze API endpoints for translation. I created a test campaign, enabled languages and added translation tags on the campaign's content. I was able to export the CSV, add translations, and upload the CSV back. But, if I check the UI, I see almost no difference and I don't find any language dropdown or any other method to preview the translation.

Also, if I call the GET /campaigns/translations method from the API for this campaign, I get the result: "This message does not have multi-language setup".

I'm stuck here and not sure how to proceed. Any advises are more than welcome.

Thanks!

I am using `{{context.${metadata}.checkout_url}}` (from this support article) in an Abandoned Checkout email. 

According to the guidance in this article I should hardcode the base part of the URL and use liquid for the dynamic part. How does this work when for an Abandoned Checkout URL the full string is dynamically generated?

The email editor shows a warning: 

URL {{context.${metadata}.checkout_url | default: 'https://shop.domain.com}} failed to be assigned an LID.

Use case:

• Simple prize-draw referral campaign
• Users refer friends to sign up for a new app via a unique link or code
• Each successful app install via that link/code earns the referrer an entry into a prize draw

Key requirement:

• Ability for Braze to automatically generate a unique referral link or code per user (e.g. via email)

If anyone has experience implementing something similar in Braze, or can share examples / best practices, that would be really helpful.

Happy to clarify any details if needed - thanks in advance!

I have heard that Gemini AI has been released across Gmail and brands are experiencing lower CTR's and inflated OR's across sends.

Have any other brands experienced this?

We have seen CTR's been declining for a while now, but have no correlation if it is this impact so wondered if others are seeing the same?

I have an email campaign that has the following metrics in email performance section:

Unique Recipients: XX,XXX
Sends: XX,XXX (same as above)
Deliveries: 90.79% (XX,XXX)
Bounces: 0.08% (XX)
Spam Reports: 0.01% (X)

The Deliveries tooltip suggests this number and the rate are "sends minus bounces".

However, my bounces are very low. There is certainly a gap of data that's not being accounted for.

Is it likely that the reality is that the Bounce volume being presented is too low and actually there are lots, or could it be that the deliveries volume is higher?

Is there a place in the dashboard where more detailed bounce information is available?

Ideally I'd like to see a breakdown into hard/soft bounces and ideally a breakdown into domains and failure reasons.

Thanks

David

We have recently experienced significant delays when sending newsletters to Microsoft inboxes.
Has anyone else seen similar issues? At the moment, the delay is around 8 hours.

We’re looking for any tips on how to reduce this delay. We’ve already contacted Microsoft, but their response so far is that everything appears to be functioning normally on their side.

From a slight chuckle for the harmless error,  to feeling worried that who ever clicked the launch button will beat themselves for it, and then at the very end I felt a relief "Hey, it can happen to the best of us"

P.S. I'm diving in the report builder as soon as a finish waking up.

To get some better insight into the causes of these bounces, I ran a query against the USERS_MESSAGE_EMAIL_BOUNCE_SHARED table in the Query Builder, which only shows 297 bounces.

Am I looking at the wrong table, or is my segment incorrect? This feels like I have a significant misunderstanding at to what these things represent.

Thanks!

I’m working on a project that relies 100% on explicit user data (no implicit/behavioral signals), and I’m trying to determine the best way to capture Team Affinity using Braze tools/features.

My main goal is to figure out the best channel (Email, Push, or In-App Message)—or a mix of all—to collect explicit team preference data, then use that data for downstream targeting and personalization.

Goal:
Assign each user a preferred team (their “team affinity”) based completely on explicit data they provide — not inferred behavior.

What I’m trying to solve:
I want to build a system where, once a user selects their preferred team, Braze can:

1. Capture and store that explicit preference reliably
2. Update or overwrite it if the user changes their selection later
3. Allow future campaigns/segments/targeting to easily reference this “team affinity” value
4. Trigger follow-ups or automations based on a user’s declared team

What I need help understanding:
What is the recommended Braze setup for:

• Storing team affinity (Custom Attributes? Subscription Groups? Catalogs?)
• Capturing the explicit selection (e.g., In-App Message button actions, email deep links, or other methods)
• Updating the stored value cleanly when the user changes teams
• Making the system scalable when there are many teams
• Ensuring the affinity value can be used instantly for segmentation and personalization

If anyone has examples, best practices, or a tried-and-true workflow for managing explicit-preference data like this, I’d love to learn from you.

Thank you!

TL;DR
Looking for Survey Tool recommendations that integrate seamlessly with Braze for Emails and In-App Messages.

Currently using Braze for Lifecycle Marketing, but our user Research team are using Iterate to build Email and In-App Message surveys. We've been discussing whether using Braze for some of their needs would make sense (for example, it would make audience management way simpler) and in parallel they're also wondering whether Iterate is the best out there for integration with Braze and cost-benefit to their needs.
I know Braze has some of the functionality we need available as well, but I think it would still be quite limited (based on the wishlist below).

The must-haves/wishes are:

• In-app surveying, email surveying
• Allows for these question types:
  • multiple-choice, likert scales, ranking
  • (wish) sliding scales
• Allows for these question content types:
  • info screens (have a “question” that isn’t a question but a direction or information), images
  • (wish) multiple choice images, videos
• Analysis:
  • simple overview of question answers
  • filter responses by date & other attributes
• Survey functions:
  • randomise question order
  • advanced branching logic (multiple layers)
  • set limits on survey responses/sample size
  • efficient user & event targeting with minimum dev effort (e.g. data stream from CDP)
• Privacy/GDPR compliant
• Integrates with Braze
• Project forders/tagging (to organise by team/research topic)

Any experience or tips appreciated!

Basically, we will be asking people via in app message and content card to opt-in to the challenge throughout the month. If they click on a button, this will change a custom attribute value to true, which then triggers them to enter a canvas which sends them motivational content and updates.

Due to the complexity of triggering the messaging throughout the month and it needing to end on a specific date, I am looking to be able to filter the users based on when they entered the canvas. I was thinking there could be a way to do this based on a user update step at the very beginning of the canvas and update a new attribute to 'now's date. Then filter with an audience path to customize the messaging further down. 

However, I can't seem to be able to get that user update step to work. I've tried a few different liquid options, but no dice.

Has anyone done this previously and what's the mechanism you've used? I'm wondering if this would be a good place to use a canvas context step, but I can't seem to figure out exactly how to implement that in order to achieve what we're looking to do.

Any help is much appreciated!

I don't see them as part of the user segment, and haven't found them in any database queries.

Thanks!

Does anyone know if it's possible to specify the link alias name in the HTML of my content blocks (or even just in my HTML email templates) for the UI to recognize the alias name automatically so I won't have to manually name the same link in every email? I know that aliases are unique to each email, but this is not useful at all when we have standard links that are on all emails that I'm naming the same thing every time anyways. There has to be a better option than "all or nothing" on the link alias enablement bc we want to use it. But the benefits of the content blocks are being cancelled out by the link aliases. We put a lot of work into rebuilding all these templates/blocks for all of our brands when we migrated to Braze, so I really want to find a way to make it work.

So then I can no longer edit the email in the canvas without digging into the code.

Anyone else have this problem? This is a feature I've been able to use in other email marketing services like hubspot! 

Would love a "save email as template" dropdown option. Or, when I'm creating a canvas, be able to select emails that I've created in campaigns.

Is it possible to turn an email that has been built into a template so that it can be saved in the template section?

Thanks,

-Meg