Who We Are:At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.OVERVIEWThe 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.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:Your duties as the CRM Operations Manager will include, but will not be limited to the following: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 meet 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.REQUIREMENTSTechnology & DevelopmentA 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 PersonalisationMS Office 365Jira & ConfluenceLitmusUnderstanding of scripting languages (Amp Script & Java), HTML email coding, CSS (preferred)Qualifications & Interpersonal skillsBachelor'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 the 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.*Please note that our business is an equal opportunity employer and preference in appointment for the role will be in line with the EE strategy of our organisation*At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction.VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and how you can update the information you have provided us with or how to remove it.
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