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Posted: Thursday, February 8, 2018 2:27 PM

Director, CRM Operations Looking for a Director, CRM Operations to play a pivotal role in leading the successful execution of our CRM programs managing both the people and processes to ensure campaigns are delivered on time, accurately, and to the highest standard. This individual will be criticalin managing and partnering with both internal and external teams to deliver against CRM strategies designed to achieve our overall business goals. The ideal candidate will be a proven expert in executing omni-channel campaigns across a customer's lifecycle in a fast-paced and multi-faceted industry. They will have extensive knowledge in data management, audience segmentation, and automation of communications across channels such as email, push, in-app, and call center. Responsibilities: Lead the CRM operations team in developing and deploying campaigns both triggered and ad-hoc through 1:1 channels (push, in-app, email, call center, in product & personalization tools). Initially through managed services via vendors with the expectation to evolve to a self-service model. Ensure operational excellence, from campaign development through to measurement and reporting, of marketing campaigns & contact strategies to drive flawless execution. Develop and optimize processes to ensure campaigns are successfully managed through the full operational cycle (briefing, asset development, audience definition/selection, QA, deployment, reporting). Create and maintain an on-going communications calendar and associated test plans, adapting to evolving business needs. Ensure strict testing and QA processes are in place governing review of all communications and scheduling prior to campaign deployment. Monitor deliverability metrics and maintain and grow user engagement by implementing different tactics related to data hygiene, privacy, and opt-in standards. Quickly identify and troubleshoot any CRM capability performance issues to drive successful resolution. Act as a liaison between IT and CRM to implement capabilities & enhancements that enable faster, more efficient, and more accurate execution of campaign efforts. Manage CRM vendor relationships to ensure we have required SLAs in place and highly valuable partnerships. This also includes recommending, vetting and building out new vendor requests to meet our evolving needs and vision for CRM. Qualifications 7+ years of experience in CRM / direct marketing in a fast-paced consumer environment, preferably within a digital based subscription business. Expert in managing and executing high-volume campaigns from production to QA and deployment across channels (push, in-app, email, call center). Experience with campaign management and outbound channel fulfilment solutions in an operational and executional capacity required (e.g., Salesforce, SAS Campaign Management). Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast-paced environment. Highly process driven. Proven experience in setting up robust operations with clear visibility into throughput and SLA measurements. Experience with developing and managing personalization and targeting of content at scale. Analytical thinker with a depth of knowledge in digital analytics, campaign tracking and ROI metrics. Must understand tagging and coding requirements for tracking against a cross-channel environment. Experience with multivariate, A/B and more complex communication testing strategies required. Strong communication and presentation skills with an ability to communicate both upwardly and cross functionally. Must be flexible, self-motivated, and possess the ability to adjust to changing priorities. A Bachelor's degree required.
Associated topics: customer service manager, director, gerente de servicio, guidance, leadership, management experience, operations, product support, senior, supervisor


• Location: Los Angeles

• Post ID: 160967147 losangeles is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018