Note: The job is a remote job and is open to candidates in USA. CB2 is a company that inspires purpose-filled living by delivering high-quality home furnishings. The Senior Manager, CRM Operations is responsible for shaping the operational backbone of CRM, ensuring effective execution of high-impact initiatives that align with business and customer goals.
Responsibilities
- Lead and manage a group of CRM operations specialists and/or managers, fostering a culture of innovation, collaboration, and high performance
- Define and drive the operational strategy and execution framework for CRM strategies, ensuring requirements are translated into properly built and executable programs
- Drive operational excellence by improving intake, prioritization, build, QA, and release processes across CRM teams
- Establish and enforce operational standards, SLAs, and governance frameworks to ensure consistent execution quality
- Ensure accurate and scalable audience building processes, including segmentation logic, eligibility rules, suppression frameworks, and data-driven targeting across CRM programs
- Proactively identify and lead improvements across CRM functions, clearly communicating changes and enabling teams to operate through ambiguity
- Build strong relationships and drive alignment across different teams and functions, establishing effective cross-functional teamwork and breaking down silos
- Mentor and develop CRM operations talent, focusing on leadership development, capability building, and organizational growth
- Collaborate with engineering and product leadership to define CRM platform requirements, system improvements, and technical roadmap priorities
- Manage budgets, resource planning, hiring, and organizational structure for the CRM Operations team
- Drive technical requirements for the future CRM and marketing technology stack, ensuring capabilities, data flows and execution systems are optimized for scalability and reliability
- Drive operational decision-making across competing priorities, resource allocation, and execution risks
- Communicate effectively with senior leadership regarding operational performance, progress, challenges, and opportunities
Skills
- Advanced knowledge of CRM operations including audience & build execution, technical architecture, and system configuration
- Deep experience working with CRM platforms and marketing technology systems, including automation, segmentation tools and orchestration platforms
- Strong leadership and organizational management skills, with proven experience building, mentoring, and managing high-performing teams
- Deep understanding of campaign execution processes, including audience build, segmentation, personalization, QA and deployment
- Strong analytical skills with ability to interpret complex system, audience, and campaign data to drive operational improvements
- Excellent strategic thinking, problem-solving, and execution skills, with the ability to handle complex operational assignments
- Strong communication and stakeholder management skills, with the ability to influence senior leaders and cross-functional partners
- Strong business acumen with the ability to translate strategic needs into effective operational processes & execution frameworks
- Experience with resource planning, budget management, and strategic hiring
- Strong problem-solving skills with ability to manage ambiguity and drive clarity in execution environments
- 8+ years of progressive experience in CRM Operations, Marketing Operations, or a related field
- 3+ years of experience in a management role, with a proven track record of successfully leading and delivering large-scale, complex initiatives
- Bachelor's degree in marketing, business administration, communications, data analytics, or equivalent work experience
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