CRM Manager

Team Overview:

Our Operations team is the core of our client campaign delivery, loyalty program execution, and CRM platform stability. We are committed to flawless execution, maintaining data integrity, and fostering operational excellence across various marketing technologies.

Job Summary:

We are looking for a proactive and experienced Assistant Manager / Manager - Operations to support and enhance our CRM, loyalty, and campaign operations. The ideal candidate has strong technical knowledge in marketing technology, a passion for process optimization, and a proven ability to manage operational workflows. This position is vital for ensuring the quality, efficiency, and scalability of our campaign deployments, promotions, loyalty systems, and customer data management.

Key Responsibilities:

· 1. Team Support & Workflow Management:

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

o Support the implementation of operational processes and act as an escalation point for the team.

· 2. CRM & Loyalty Platform Execution:

o Manage the configuration and optimization of core CRM and Loyalty Management Systems.

o Ensure data governance, accuracy, and hygiene practices are maintained within CRM and related data systems.

o Stay informed about platform updates and new features to ensure effective use of our systems.

· 3. Campaign & Promotions Operations:

o Execute the end-to-end lifecycle for campaigns, promotions, and loyalty programs, ensuring quality and timely delivery.

o Enforce QA processes and testing methodologies for campaign setups and data integrations.

o Monitor operational metrics and dashboards to track performance and identify bottlenecks.

o Assist with troubleshooting critical campaign delivery or system performance issues.

· 4. Process & Incident Support:

o Identify opportunities to streamline and automate operational processes.

o Help develop and maintain Standard Operating Procedures (SOPs) for key operational tasks.

o Support the incident response process for marketing operations, ensuring timely resolution and communication.

· 5. Stakeholder Collaboration:

o Act as a technical point of contact for operational aspects of CRM, LMS, and campaign delivery platforms.

o Collaborate with Campaign Management, Product, Data, Engineering, and client-facing teams to ensure seamless execution.

o Ensure all operations follow data privacy regulations (e.g., GDPR, CCPA) and internal governance standards.

Required Skills & Experience:

· Experience:

o 3-5 years of progressive experience in Marketing Operations, CRM management, or MarTech roles.

o Proven experience in managing and optimizing CRM systems (e.g., Braze), Loyalty Management Systems (LMS), and campaign execution platforms.

· Technical Proficiency:

o Core MarTech:  Hands-on experience with Braze (or a similar enterprise-level CRM/CEP) and LMS platforms.

o Data & Analytics:  Understanding of customer data management and data flows.

o BI & Reporting:  Experience with creating and interpreting dashboards using tools like Power BI, Mixpanel, or Tableau.

· Operational Excellence:

o Experience in process mapping, SOP development, and continuous improvement methodologies.

o Ability to perform incident management and root cause analysis.

o Familiarity with project management tools like JIRA or ServiceNow (SNOW).

Qualifications:

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

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