Senior CRM Operations Manager

Role Overview

Requirements and Campaign Delivery

• Run requirements sessions with strategy, client, analytics, and platform partners to clarify intent.
• Document segmentation, suppression, journey and trigger logic, business rules, data sources, tagging, test plans, and deployment sequencing.
• Validate requirements against available fields, data populations, refresh cadence, and latency; maintain a versioned, change-controlled source document.
• Own campaign orchestration, calendars, audiences, sequencing, tests, approvals, and launch; ensure shipped campaigns match approved specifications.

Quality and Handoffs

• Maintain QA protocols for test plans, proofing, rendering, links, approval gates, and documented exceptions.
• Track campaign health and risks, maintain versioning, review defects, and turn recurring failures into process changes.
• Make dependencies, entry criteria, and ownership clear across CRM, strategy, creative, analytics, data, and delivery teams.
• Represent delivery health accurately to account and client stakeholders.
• Consider AI for automated QA, send-time optimization, predictive flagging, and content assembly while retaining appropriate human review.

Required Qualifications

• 7+ years in email, campaign, or CRM operations at scale, including high-volume, multi-brand, or multi-market programs with complex segmentation and versioning.
• Hands-on experience authoring campaign specifications, business requirements documents, and technical specifications.
• Able to work with analytics and data partners on audience logic and feed dependencies, read data dictionaries, and reason about record-level logic.
• Able to lead without formal authority and clarify ambiguous requests.
• Working fluency with modern CRM platforms such as SFMC, Braze, or Adobe to interrogate builds and validate specifications.
• Bachelor's degree from a four-year college or university, or equivalent experience.

Nice-to-Have Skills

• SQL is a plus.
• Perspective on agentic AI and autonomous orchestration in campaign operations, with judgment about where the technology is ready.
• Experience with defect taxonomies, cycle-time measurement, or requirements traceability.

Benefits

• Benefits include medical, dental, and vision coverage, a 401(k), paid holidays, flexible time off, and wellness, financial security, and professional growth programs.