What does it take to build a CRM function that actually scales? Not just more headcount or more tools — but the right operating model to move fast, grow across brands, and keep owned channels at the center of how you engage customers.

In this session, Sarah Lands Ramrup, the CRM Strategy & Personalization Lead at Purina, shares how Purina evolved from a mobile-only Braze implementation to a full-platform, shared-service model running across their entire portfolio. She'll walk through the operating structure — internal ownership, agency partnerships, and scaled execution support — that lets their team move from idea to launch faster, across gamification, personalization, email migration, and AI-assisted execution.

This session will show how marketing gets done around Braze so that brands can maximize the full value of their investments.