MSET - Senior Operations Manager

Team Overview:

Our Operations team is the engine room for our client campaign delivery, loyalty program execution, and CRM platform stability.

We ensure flawless execution, maintain data integrity, and drive operational excellence across a suite of cutting-edge marketing technologies.

Job Summary:

We are seeking an experienced and strategic Senior Manager Operations to oversee and enhance our CRM, loyalty, and campaign operations.

The ideal candidate is a proactive leader with deep technical expertise in marketing technology, a passion for process optimization, and a proven ability to manage complex operational workflows.

This role is pivotal in ensuring the quality, efficiency, and scalability of our campaign deployment, promotions & loyalty systems, and customer data management, while also mentoring a team of operations specialists.

You will be the key driver for operational excellence, incident management, and continuous improvement within the marketing technology stack.

Key Responsibilities:

Leadership & Team Management:

- Lead, mentor, and develop a team of Operations Specialists, fostering a culture of high performance, accountability, and continuous learning.

- Oversee daily operations, manage workload distribution, and ensure adherence to SLAs and quality standards.

- Conduct regular team meetings, performance reviews, and provide ongoing coaching and support.

- Champion best practices in operational processes and act as an escalation point for the team.

CRM & Loyalty Platform Oversight & Strategy:

- Oversee the management, configuration, and optimization of core CRM and Loyalty Management System.

- Drive strategy for system enhancements, integrations, and workflow automation to improve operational efficiency and data quality.

- Ensure robust data governance, accuracy, and hygiene practices are implemented and maintained within CRM and related data systems.

- Stay abreast of platform updates, new features, and industry best practices to ensure our systems are leveraged effectively.

Campaign & Promotions Operations Excellence:

- Oversee the end-to-end execution lifecycle for complex campaigns, promotions, and loyalty programs, ensuring quality assurance and timely delivery.

- Develop and enforce rigorous QA processes and testing methodologies for all campaign setups, configurations, and data integrations.

- Establish and monitor key operational metrics and dashboards (e.g , using Power BI, Mixpanel) to track performance, identify bottlenecks, and drive improvements.

- Lead troubleshooting efforts for critical campaign delivery or system performance issues, implementing root cause analysis and preventative measures.

Process Optimization & Incident Management:

- Continuously identify opportunities to streamline and automate operational processes for greater efficiency, accuracy, and scalability.

- Develop, document, and maintain Standard Operating Procedures (SOPs) for all key operational tasks.

- Own and manage the incident response process for marketing operations, ensuring timely resolution, communication, and post-incident reviews.

- Work proactively to minimize system downtime and operational errors.

Technical Governance & Stakeholder Collaboration:

- Act as the primary technical point of contact for operational aspects of CRM, LMS, and campaign delivery platforms.

- Collaborate closely with Campaign Management, Product, Data, Engineering, and client-facing teams to ensure seamless execution and alignment on operational requirements.

- Ensure all operations adhere to data privacy regulations (e.g , GDPR, CCPA), security protocols, and internal governance standards.

- Translate business requirements into technical and operational execution plans.

- Required Skills & Experience:.

Experience:.

- 7-10 years of progressive experience in Marketing Operations, CRM management, or MarTech roles, with at least 2-3 years in a lead or supervisory capacity.

- Proven track record of managing and optimizing CRM systems (eg Braze highly preferred), Loyalty Management Systems (LMS), and campaign execution platforms.

Technical Proficiency:.

- Core MarTech: Deep hands-on experience with Braze (or similar enterprise-level CRM/CEP), LMS platforms.

- Familiarity with CMS (e.g, Contentful, AEM) is beneficial.

- Data & Analytics: Strong understanding of customer data management, segmentation, and data flows.

- Experience with SQL for data querying and analysis is essential.

- BI & Reporting: Proficiency in creating and interpreting operational dashboards using tools like Power BI, Mixpanel, or Tableau.

Operational Excellence:.

- Strong experience in process mapping, SOP development, and continuous improvement methodologies (e.g, Lean, Six Sigma principles are a plus).

- Demonstrated ability in incident management, root cause analysis, and problem-solving.

- Project & Workflow Management: Experience with JIRA, ServiceNow (SNOW), or similar project management/ticketing tools.

Qualifications:

- Bachelor's degree in Information Technology, Computer Science, Marketing, Business Administration, or a related field.

- (Preferred) Master's degree in a relevant field or equivalent experience.

- (Desirable) Certifications in project management (e.g, PMP), CRM (e.g, Braze) or relevant CRM/LMS platforms.