The Senior CRM Operations Manager is the operational lead for CRM on a single account. The role owns campaign delivery across the full lifecycle, from requirements through testing, deployment, and performance measurement, and owns the translation step that determines whether any of it works: turning strategic intent into campaign, data, and technical requirements precise enough to build from without interpretation.

Most errors in a CRM program happen during translation, between the intended strategy and the described specification, and between the specification and the built campaign. This role closes that gap, and sets the quality standard the account runs on.

Elicit and Capture Requirements

• Run requirements sessions with strategy, client, analytics, and platform partners to get to intent, not just the ask
• Document audience and segmentation logic, suppression rules, journey and trigger logic, business rules, data sources, tagging specs, test plans, and deployment sequencing
• Validate logic against the data that exists: field availability, population, refresh cadence, latency
• Own the requirements document as the source of truth, versioned, change-controlled

Own Campaign Delivery End-to-End

• Own orchestration, calendar, audience requirements, deployment sequencing, testing, approvals and launch
• Sequence campaigns against data dependencies, creative readiness, and deployment windows
• Brief Campaign Deployment, then confirm what shipped matches what was approved

Drive Quality and Operational Rigor

• Maintain QA protocols: test plans, proofing, render and link validation, approval gates, documented exceptions
• Track campaign health, flag risk early with an option attached, and hold versioning
• Run defect review and turn recurring failures into process changes
• Apply AI where it earns its place, automated QA, send-time optimization, predictive flagging, prompt-driven content assembly, with judgment on where a human gate stays

Hold the Handoffs

• Make dependencies, entry criteria, and ownership explicit where CRM meets strategy, creative, analytics, data, and delivery
• Represent delivery health honestly to account and client stakeholders

• 7+ years in email, campaign, or CRM operations at scale, including high-volume, multi-brand, or multi-market programs with complex segmentation and versioning logic
• Hands-on experience authoring campaign specifications, business requirements documents, and technical specifications
• Comfort working with data and analytics partners on audience logic and feed dependencies; able to read a data dictionary and reason about record-level logic (SQL a plus)
• The ability to lead without formal authority, and to push back on an ambiguous request until it is specific
• Working fluency with modern CRM platforms (SFMC, Braze, Adobe), enough to interrogate a build and validate a spec
• Bachelor's degree from a four-year college or university, or equivalent experience

Future-Ready Skills (Nice to Have):

• A point of view on how agentic AI and autonomous orchestration reshape campaign operations, plus the judgment to say where that is ready and where it is not
• Experience instrumenting delivery: defect taxonomy, cycle-time measurement, requirements traceability

We believe great work happens when people have the support and flexibility they need to thrive. Our benefits include medical, dental, and vision coverage, a 401(k) retirement plan, paid holidays, and Flexible Time Off (FTO) so you can take time away to recharge when you need it. We also offer additional programs focused on wellness, financial security, and professional growth.