Senior CRM Campaign Operations Manager

Job Description

As the Senior CRM Operations Manager, you will help oversee CRM operations for HBO Max in the EMEA & APAC regions. In this key role, you will collaborate closely with the marketing and lifecycle teams to drive user retention, engagement, and monetization through messaging channels such as email, push notifications, and in-app messaging.
Your Role Accountabilities
• Supervise and optimize the daily operations of the EMEA & APAC CRM operations team, taking ownership of campaign assignment, resource allocation ensuring the timely and error-free delivery of all campaigns.
• Maintain, update, and continuously improve the CRM campaign management process framework by measuring and reporting on operational performance, proactively adapting workflows and providing actionable insights to optimize clarity, consistency, and procedures for all team members.
• Manage relationships with Marketing and Creative teams, offering best practices, brainstorming campaign ideas.
• Collaborate closely with the MarTech and CRM Innovation teams to define feature and data requirements, troubleshoot issues, and prioritize the development roadmap.
• Manage end-to-end campaign operations process, from request intake through execution and scheduling to ensure seamless delivery of all owned campaigns.
• Design and execute complex messaging journeys for lifecycle campaigns (e.g., onboarding, rescue), ensuring tailored communication strategies throughout the customer journey.
• Stay current with industry trends and best practices

Qualifications and Experience
• 5+ years of experience in CRM operations with enterprise-level ESP and/or marketing automation tools, with a strong preference for experience with Braze
• Demonstrated people management skills, with experience leading, mentoring, and developing both internal direct reports and/or external agency teams to achieve business objectives
• Advanced expertise in building automated campaigns through journey-building platforms
• Advanced experience with audience segmentation
• Experience in coding languages (Liquid or Javascript, Python), content blocks, connected content framework and API integrations. HTML knowledge is an advantage but not a must
• Bachelor's degree in Business, Marketing, Communications, or a related field preferred
• Fluency in English, both written and spoken, is required

Championing Inclusion at WBD
Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.
If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

Jobcode: Reference SBJ-12o6wm-216-73-216-50-42 in your application.