Manager, CRM Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and cultivate the CRM Operations team, ensuring effective execution, accountability, knowledge sharing, and ongoing team development.

• Manage all aspects of email campaign execution, including builds, quality assurance, testing, final deployments, and post-launch validation.

• Engage in hands-on email development, quality assurance, deployments, and troubleshooting during peak periods and critical projects.

• Act as a primary administrator and subject matter expert for Salesforce Marketing Cloud and Pardot/Account Engagement.

• Design, build, and enhance customer journeys and automated programs utilizing HTML, AMPscript, SQL, segmentation, and automation techniques.

• Oversee the setup and enablement of SMS capabilities, encompassing platform configuration, data and audience requirements, testing, quality assurance, and operational preparedness.

• Monitor and enhance deliverability, subscriber health, audience quality, data integrity, and overall campaign performance.

• Establish quality assurance standards, workflows, documentation, and operational best practices.

• Identify and execute process improvements, automation, and AI-assisted solutions.

• Offer CRM platform expertise and insights for wider business and technology initiatives.

• Collaborate with stakeholders across marketing, technology, analytics, and business teams to address technical and operational challenges.

⛳️ Requirements

• Bachelor’s degree in Marketing, Communications, Technology, or a related field, or equivalent relevant experience.

• Over 7 years of experience in CRM, email marketing, or marketing operations.

• More than 3 years of experience in leading and developing teams.

• Strong practical experience with Salesforce Marketing Cloud (SFMC), including Email Studio, Journey Builder, Automation Studio, Contact Builder, and related functionalities.

• Familiarity with Pardot/Account Engagement, especially in supporting B2B campaign execution and automation.

• Hands-on experience in designing and implementing intricate customer journeys and automated programs.

• Knowledge or experience with SMS implementation and execution, ideally within the Salesforce ecosystem.

• Proficiency in HTML, AMPscript, SQL, personalization, data extensions, and automated workflows.

• Solid understanding of email deliverability, segmentation, subscriber management, quality assurance, testing, and data quality best practices.

• Ability to balance team leadership, hands-on execution, and technical problem-solving in a dynamic environment.

• Excellent organizational and analytical abilities with the capacity to manage multiple priorities and convert insights into actionable recommendations.

• Salesforce Marketing Cloud and/or Account Engagement certifications are advantageous.

🏝️ Benefits

• Supportive, open, and inclusive work environment.

• Equal employment opportunity for all candidates.

• Disability assistance or accommodations available during the hiring process.