Job Title: Manager, CRM Operations - DDX

Function: Digital Marketing

Supervisor Title: Director, CRM Activation - DDX

Location: St. Petersburg, Florida (SalonCentric National Operations Center)

SalonCentric, a subsidiary of L'Oréal USA, is the premiere distributor of salon professional products in the United States. Through its hundreds of stores, national field sales force and sub-distribution network, SalonCentric promotes the finest professional beauty brands and educates stylists on the latest products and trends.

JOB SUMMARY:
The Manager of CRM Operations is a key driver of efficiency and effectiveness within our CRM marketing ecosystem. This role focuses on optimizing processes to maximize the impact of our CRM channels and programs. Responsibilities include designing, implementing, and meticulously documenting procedures for activation onboarding, campaign execution, and performance tracking. The Manager of CRM Operations partners closely with brand managers and external vendors to identify and eliminate process bottlenecks, implement industry best practices, and champion the adoption of improved workflows. This role is essential for ensuring seamless, scalable, and high-performing CRM operations that contribute directly to business growth.

ESSENTIAL DUTIES & RESPONSIBILITIES: (Include the following, other duties may be assigned)

• Process Improvement: Analyze existing CRM processes and identify opportunities for improvement. Develop, implement and document streamlined and efficient processes to maximize activation to execution timing and flow.
• Vendor Process Optimization: Manage relationships with CRM vendors, including contract negotiations, performance monitoring, and issue resolution
• Calendar Management: Manages and maintains the CRM calendar system, including overseeing that calendar guidelines are adhered to, all inputs are accounted for and accurate for submission and flag capacity limits for email, push and SMS
• Billing Management & Execution: Compile all brand and vendor billing and process monthly
• Field Support: Point of contact to support omni operations and other functional teams when customer and field employee CRM needs arise.
• Performance Reporting: Share regular reports to track CRM performance and provide insights to brand managers. Conduct data analysis to identify trends, patterns, and opportunities for improvement.

EXPERIENCE, COMPETENCIES & PHYSICAL REQUIREMENTS:

• Bachelor's degree in Business Administration, Marketing, Information Technology, or a related field.
• Proven experience (e.g., 5+ years) in CRM operations and administration
• Strong understanding of CRM principles, methodologies, and best practices.
• Understanding of CRM platforms (e.g., Salesforce, Microsoft Dynamics 365).
• Analytical skills and experience with data analysis tools and techniques.
• Excellent communication, interpersonal, and presentation skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and decision-making skills.

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status.

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