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Senior CRM Operations Manager

The Opportunity

A fabulous opportunity for a Senior CRM professional to join this leading organisation with the purpose to deliver a best-in-class CRM by leading a global operations team, defining and executing a strategy that aligns to their business goals. In this position you would be responsible for managing a CRM Operations Executive in London, and an offshore delivery team.

The Role

• Working across all channels (email, SMS, push & in app) to support the rollout of global Comms & CRM programmes
• Working with stakeholders across the Comms & CRM team to understand their short, medium and long term objectives
• Shaping objectives based on operational capabilities; defining and executing a strategy to fit
• Working with local Market Managers to ensure best practice on any Comms & CRM material
• Managing the Ops team delivery (London & offshore) from a pipeline of requests
• Owning the operational relationship with the 3^rd party email, SMS & push platform providers
• Representing the team in internal and external discussions relating to data, product and technology
• Ensuring the team monitor all Comms & CRM programmes, highlighting early detection of issues, and driving resolution as soon as possible
• Defining key CRM & Comms metrics, and delivering reports to show actionable insight across all programmes
• Working with other teams to ensure that permissions, communications and the way we hold data is GDPR compliant at all times
• Leading the migration of Salesforce Marketing Cloud
• Be the go-to-person for any CRM & Comms related incidents
• Identify opportunities to improve operational processes

The Person

• 8+ years CRM marketing experience with a core focus on operational delivery using data & marketing automation tools
• 4+ years management experience
• Proven success in managing high performance operational teams, and in offshore locations
• Experience managing delivery across internal and 3^rd parties
• Experience of email marketing, including reporting, database management and email sends
• Experience of Salesforce Marketing Cloud, Exact Target or another ESP, as well as mobile communication platforms
• Good working knowledge of SQL, HTML, and other coding/scripting languages
• Project management – Waterfall or Agile experience (advantageous but not essential)
• An excellent team builder and motivator who can work closely with the team to achieve challenging and exciting targets
• A natural communicator with excellent negotiation, presentation and interpersonal skills

The Location

Central London

The Package

£60,000 - £70,000 + excellent bonus + benefits