Manager 2, Marketing Operations, CRM

About the Role

Key Responsibilities

• Lead and manage a multi-level CRM operations team, providing strategic direction, guidance, and support to drive successful campaign execution.
• Use data to uncover efficiencies and drive improvements in technology and CRM activation across email, push, in-app notifications, SMS, and other CRM channels.
• Monitor and evaluate key engagement metrics of CRM campaigns (deliverability, opens, CTR, etc.) using data-driven insights to make informed decisions that enhance campaign effectiveness.
• Communicate campaign results and strategic recommendations to senior leadership.
• Partner across MarTech, product development, data analytics, CRM strategy, and other teams with high technical acumen.
• Identify and implement new data sources, manage multi-million dollar budgets across vendors, and effectively communicate pivots across product or data teams.
• Drive data-driven decisions and leverage AI and machine learning in CRM optimization, including personalized experiences, predictive analytics, and automated content generation.

Requirements

• Minimum of 8+ years leading a CRM team that delivers customer communications and drives business growth in a complex, matrixed organization.
• Strong understanding of email, push, SMS platforms, marketing automation tools, data analytics, and customer segmentation strategies.
• Proven experience in building and sending large-scale email campaigns via major ESPs such as Braze and Adobe Experience Platform.
• Technical skills including SQL, scripting languages (Liquid Script, JSON, REST APIs), HTML, webhook development, and personalization and prediction techniques.
• Experience with driving the selection, implementation, and execution of CRM solutions utilizing machine learning, AI, and data science models.
• Excellent leadership, interpersonal, and project management skills, with the ability to manage multiple campaigns concurrently.
• Strong communication and presentation skills, capable of conveying complex information clearly.

Nice to Have

• Experience with AI and machine learning in CRM optimization, including personalized experiences and predictive analytics.
• Bachelor's degree in Marketing, Business Administration, or related field; a Master's degree is preferred.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or related field.
• A Master's degree is preferred.

Benefits & Perks

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Eligible for a cash bonus, equity rewards, and benefits in accordance with company plans and programs.
• Pay based on factors such as job-related knowledge, skills, experience, and work location.