Senior Director, CRM Operations

Job Description

Your New Role…

You will be responsible for leading the operations of our world class global CRM program. The role will work cross-functionally to develop and execute the brand vision and required consumer journey messaging across owned and operated channels and requires a strong understanding of the full marketing and technology mix. This role will work closely with other company leaders within marketing and creative, product/tech, CX, legal, and research internationally to scale the program and grow channel engagement.

Your Role Accountabilities…
• Accountable for delivering a meaningful, measurable global strategy for advancing the CRM program's capabilities and scaling operations across all regions
• Leads a team through different verticals globally (marketing campaign management, innovation/capabilities, dev ops, and transactional) with efficient and collaborative ways to work together cross-functionally
• Manage close cross-functional partnerships with leads from marketing strategy, creative, MarTech, analytics, legal, and more
• Presents our strategy for scale and operational excellence with internal and external partners, vendors, etc. to enhance our overall presence and leadership in the CRM operations and technology space
• Stays on top of channel, audience segmentation, automation, and platform trends to ensure the program remains best-in-class amongst the competitive landscape
• Lead and optimize the global processes for standardized, scalable CRM solutions to deliver personalized, dynamic messages across the lifecycle of our customer

Qualifications & Experience…
• 10 years of experience in a highly sophisticated CRM Operations program role with multiple years of experience managing teams
• Expert knowledge of CRM channel best practices and consumer journey building (including but not limited to email, push, and in-app channels)
• Strong institutional knowledge of enterprise-level CRM platforms; Braze experience preferred
• Expert campaign management and project management skills, including project management tools (Asana, Monday.com, JIRA, or equivalent)
• Strong process orientation and experience scaling CRM operational volumes efficiently
• Strong experience working with an email modular framework/template system such as Stripo, SFMC Content Builder, Litmus Email Builder, or equivalent
• Strong interpersonal and communication skills with excellent attention to detail
• Strong team focus with outstanding organizational and resource management skills
• Creative, decisive problem-solver who thrives in a fast-paced environment
• Strong written and oral communication skills – particularly within large organizations
• Ability to manage both internal and external vendors and suppliers
• Bachelor's Degree or equivalent work experience is required

If you're a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.

Jobcode: Reference SBJ-r7pqvk-18-217-171-249-42 in your application.