General Summary
The Senior CRM Operations Specialist is responsible for offer setup, testing, review of offer-related deliverables and documentation. This role assesses team workload to ensure day-to-day deliverables are completed on time. The Senior CRM Operations Specialist collaborates with cross-functional partners across the business and IT to ensure that promotional systems are functioning as needed to support Marketing needs and requests.
Reports to:
Sr Manager CRM
Essential Duties and Responsibilities:
• Coordinate with cross-channel partners to ensure all offer-related information is provided accurately & executed to allow the best experience for the customer.
• Manage promotions logs, monitor and troubleshoot promotion setup and other customer-facing issues.
• Manage team activities and testing during project launches (may include off-hours and early morning responsibilities); including all offer project documentation and progress reporting.
• Work closely in partnership with IT on offer-related requests, including operating within agile processes.
• Support manager in defining requirements while coordinating or performing user acceptance testing to ensure project work is completed to meet business needs and objectives.
• Act as lead contact for any issues/problems found with offer related experiences. Log issues when they are found, inform Marketing leadership regarding impacts, and engage appropriate resources for resolution and ensure that issues are fully resolved.
• Lead and participate in hindsight reviews to determine the root cause of issues or customer friction and champion process improvement activities to lessen or eliminate repeat issues.
• Create, improve and document processes related to offers management and UAT; re-evaluate production and quality assurance processes to improve; maintain up-to-date documentation of each process for reference and training.
• In coordination with Manager, drive the vision for future offer state management including appropriate marketing applications, ideal customer offer state and processes to support.
• Serve as the subject matter expert around all things offer and UAT related. Provide oversight on UAT, KPI benchmarks and progression. Recommend effective process and development around successful offer and UAT practices.
• Ensure team workload is completed on deadline by leading and/or assisting with routing, direct mail proofing, offer setup and UAT.
Required Skills:
• Ability to coach and develop intermediate team members acting a role model and advocate for team progression.
• Adapts to changing environments and able to perform critical tasks under high volume and fast pace.
• Attention-to-detail and ability to manage multiple projects & tasks simultaneously.
• Excellent written and verbal communication skills (including ability to provide basic training)
• Strong reasoning skills and an aptitude for problem solving
Competencies
SETTING GOALS – Creates and follow effective plans. Anticipates risks, creates contingency plans. Aligns plans with goals. Allocates adequate resources. Accepts and supports change. Willing to take risks and suggests new ideas, approaches. Takes initiative. Seeks out learning activities.
WORKING WITH OTHERS – Clearly articulates own, other’s goals. Promotes a team atmosphere by demonstrating humility and respect. Builds effective relationships, relates well to others. Delivers and responds to feedback in a constructive manner. Considers multiple perspectives. Handles conflict, pressure, uncertainty and adapts independently. Meets commitments. Dedicated to working with business partners on their expectations.
GETTING RESULTS – Personally accountable for work performance targets and achieving results. Prioritizes well. Anticipates and handles obstacles effectively. Makes good, timely decisions. Can simply and process complex problems. Understands underlying issues and addresses root causes. Meets deadlines, works until finished.
Qualifications:
• 3+ years in marketing process management or relevant business management.
• 3+ working with KPIs and project driven timelines.
• 3+ years’ experience in marketing process and offer execution.
• Solid understanding and experience in digital or marketing offer testing and implementation
• 3+ years’ experience in CRM platforms and traffic communication tools.
• Experience within promotional tools (examples: ATG/BCC, NCR/AMS, loyalty promotion engines)
Preferred Qualifications:
• Retail experience is a plus
Minimum Education:
• Bachelor's degree required in business, marketing, statistics or any other related discipline.
