OVERVIEW The CRM Campaign Operations Manager, reporting to the Head of Enablement EMEA, is responsible for implementing strategies to help clients achieve their CRM goals. This role involves managing and optimising CRM campaign operations for VML's tier 1 clients, ensuring effective engagement, timely campaign delivery, and improved customer satisfaction.
This position requires practical experience with Salesforce Marketing Cloud and expertise in direct marketing campaigns (Email & Mobile), personalisation, and 1st party data activation in media channels. The CRM Campaign Operations Manager will work closely with CRM Managers in the UK and a CRM Delivery Lead in South Africa to deliver CRM campaigns, personalisation, and audience strategy.
Key responsibilities include understanding client business strategies and processes to structure their CRM operations and execution effectively. The CRM Campaign Operations Manager will also be responsible for the daily planning and delivery of campaigns across multiple brands.
FOCUS AREAS: Operational Excellence in CRM Campaign Services: Ensure strict adherence to all frameworks, processes, and best practices for optimal execution. Effective Project Management & Trafficking: Regularly report project status and results to clients through in-person meetings and video conference calls. Strengthening Partner and Stakeholder Relationships: Conduct stakeholder meetings and collaborate on translating requirements into actionable tasks. Team Management: Oversee a CRM delivery team composed of technical and marketing campaign execution resources. RESPONSIBILITIES: Oversee the day-to-day operations of the CRM services team, ensuring it delivers and functions seamlessly. Collaborate with CRM managers, data analysts, marketing strategists, and customers to understand their needs and ensure the CRM delivery services and operations meets these requirements. Develop and implement strategies to improve the use of the CRM delivery services, including training programs for staff. Analyse CRM data to provide insights into customer behaviour and business performance and make recommendations for improvements. Ensure the CRM operations complies with data protection regulations. Manage any upgrades or enhancements to the CRM system, working closely with IT staff or external vendors. Troubleshoot any issues with the CRM system and provide technical support to users. Create and maintain documentation on CRM processes, policies, and training materials. Monitor the effectiveness of CRM campaigns and other marketing efforts. Provide weekly written and/or verbal CRM operations status including assessment of CRM ops health, schedule, risks, issues. Stay up to date with the latest trends and technologies in CRM & direct marketing. REQUIREMENTS Technology & Development A minimum of 4 years' experience in one of more of the following Salesforce (ET), Adobe, Marketo, IBM, and other CRM platforms. Highly computer literate with: Salesforce Marketing Cloud Platform (Email, Mobile & Ads) Salesforce Personalisation MS Office 365 Jira & Confluence Litmus Understanding of scripting languages (Amp Script & Java), HTML email coding, CSS (preferred) Qualifications & Interpersonal skills Bachelor's degree in business administration, Marketing, Information Systems, or a related field. Proven experience in a CRM role, preferably in a managerial position. Strong understanding of CRM principles, practices, and technologies. Excellent analytical and problem-solving skills. Effective communication and leadership skills. Ability to collaborate with different teams within the organisation. Proficiency in CRM software, such as Salesforce Marketing Cloud. Knowledge of data analysis and reporting tools. Understanding of data protection regulations. Salesforce Marketing Cloud certification is a plus. Experience working with a project management office. Experience in Automotive industry beneficial. Ability to work as part of a team to solve problems in varied, fast-paced environments. Willing and able to travel occasionally.
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