Manager CRM Ops

Role Scope

• Role within Regional Marketing across 8 markets
• Responsible for delivery of all ad-hoc and automated campaigns through Braze with required quality
• Responsible for managing request intake process to improve efficiency and adherence to SLAs
• Responsible for campaign Quality Assurance process and tracking of errors
• Iterate ways of working and intake process based on learnings
• Responsible for managing workload distribution between team members
• Acts as a coach and mentor for junior team members to upskill them and train them on Campaign Ops best practices
• Identify new innovations and new mechanics to launch more engaging campaigns through Braze
• Provide subject matter expertise to launch complex campaigns on Braze
• Work with Regional and Local stakeholders to understand and deliver on complex and critical campaign requirements
• Identify and implement opportunities to automate recurrent campaigns
• Work with Central Retention Solutions team to implement new enhancements to campaign operations (i.e. dynamic content, efficiency gains)
  

What you need to be successful

What Did We Order?

• People management experience
• Subject matter expertise and deep experience using Braze
• Experience working with Agile models for delivery
• At least 7 years of experience
• Strong stakeholder management to set expectations and pushback requests from markets
• Experience in fast paced Digital/Start Up environment delivering high volume of campaigns