CRM Operations Manager
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Job Description
CRM Operations Manager executing H&R Block’s email and lifecycle campaigns in Salesforce Marketing Cloud and Adobe Journey Optimizer. Supporting customer engagement, retention, and revenue growth.
Responsibilities:
- Build and deploy CRM campaigns using approved templates, modules, and content components in SFMC and AJO
- Configure and execute email campaigns, customer journeys, triggered communications, and audience-targeted initiatives
- Translate creative assets into production-ready customer communications
- Partner with Email Design Leads to implement email designs accurately across templates and platforms
- Collaborate with Copywriting teams to ensure messaging is implemented correctly
- Work closely with QA to validate functionality, rendering, personalization, and audience targeting before deployment
- Coordinate with GTM teams to support campaign schedules and launch readiness
- Configure audience segments, dynamic content, links, personalization, and tracking parameters
- Partner with Data Management teams to validate audience selections and ensure customer segments are accurately configured and activated
- Conduct end-to-end testing across devices and email clients
- Execute campaign deployments according to established processes and governance standards
- Monitor campaign execution and troubleshoot issues
- Maintain campaign documentation and production schedules
- Partner with CRM Strategy, Email Design, Copywriting, Quality Assurance, GTM, Analytics, and Technology teams to deliver lifecycle and promotional marketing campaigns
Requirements:
- Bachelor's degree in Marketing, Communications, Business, Information Systems, or a related field
- 5+ years of experience in CRM operations, email marketing, campaign execution, or marketing automation
- Hands-on experience with SFMC, AJO, or similar platforms
- Experience building and executing email campaigns using templates and modular content systems
- Understanding of email marketing best practices and audience segmentation
- Experience collaborating with creative, copywriting, QA, marketing, and technology teams
- Strong attention to detail and ability to manage multiple campaigns
- Knowledge of email rendering, testing methodologies, and QA processes
- Strong organizational, communication, and project management skills
- SFMC, AJO, or related certifications are a plus
Benefits:
- Medical and prescription drug coverage for qualifying associates and eligible dependents
- H&R Block Retirement Savings Plan (401(k) Plan)
- Employee Assistance Program
- (Virtual) fitness center programs
- Associate discount program
- Business Travel Accident Insurance
- Associate Tax Prep benefit
- Competitive pay
- Comprehensive benefits
- Support for life both in and outside of work
- Continuous learning
- High Performing, Connected Culture
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