CRM Operations Manager II

NerdWallet

1d•Remote

About The Position

NerdWallet is looking for a CRM Operations Manager to own the end-to-end execution of automated email and push campaigns that drive engagement across our customer lifecycle. As our CRM program continues to scale, we need an operations manager who can build and launch complex campaigns, sharpen our team's processes, and ensure our marketing technology stack is running at its best. In this role, you'll be responsible for campaign builds, workflow automation, audience segmentation, and CRM platform administration. You'll work closely with CRM strategists to translate campaign ideas into flawless execution: designing the technical architecture, setting up targeting logic, and implementing personalization at scale. As the primary administrator of our CRM and marketing technology stack, you’ll become an expert on the platforms and leverage features to optimize quality and efficiency. You'll also be a key driver of operational excellence: building out scalable processes, maintaining QA standards, and enabling the CRM team with the tools, governance, and guidance needed for the program’s success.

Requirements

CRM Platform Expertise: Extensive hands-on experience with at least one major email service provider, ideally Iterable or Braze. You can build sophisticated workflows, manage data integrations, and serve as a platform administrator for the broader team.
Personalization & Dynamic Content: Strong experience implementing personalization logic using user attributes, behavioral data, and catalog data, including templating languages such as Handlebars, Liquid, or AMPscript.
Data & Segmentation: Solid understanding of data structures and segmentation logic. Ability to interpret customer data and identify the right audiences for targeting.
HTML/CSS: Proficient in HTML and CSS for building and troubleshooting email templates.
API & Integrations: Familiarity with API integrations and webhooks used to connect marketing tools and data sources.
Problem-Solving: Excellent problem-solving skills to troubleshoot technical issues, data discrepancies, and campaign-related challenges.
Process Optimization: A knack for identifying inefficiencies and developing new processes, workflows, and best practices to improve operational excellence.
Attention to Detail: Meticulous attention to detail is crucial for ensuring campaign accuracy, data integrity, and regulatory compliance.
Project Management: Strong project management skills to manage multiple campaigns and projects simultaneously, ensuring timely and flawless execution.
Proactivity: You don't wait to be asked - you spot opportunities to improve how the team operates and follow through on implementing them.
Collaboration: Excellent communication and collaboration skills to work effectively with cross-functional teams, including engineering, product, and marketing.

Responsibilities

Build and launch with precision - Design, build, and deploy automated email and push campaigns, complex multi-step workflows, and audience segments that reach the right users at the right moments across the customer lifecycle from onboarding through re-engagement.
Personalize the customer experience - Serve as a hands-on expert in our CRM platform (Iterable), implementing personalization logic using user and catalog data, configuring triggers and dynamic content, and ensuring every campaign is set up correctly before it goes out the door.
Drive operational excellence - Develop, document, and enforce best practices and workflows for CRM operations. You'll maintain and continuously refine our QA processes to ensure campaigns launch accurately, on time, and in compliance with data privacy requirements.
Maintain channel health - Build and maintain automated alerting systems that allow the team to detect and respond to campaign issues quickly. Monitor email deliverability, maintain IP health, and proactively surface recommendations for improvement.
Elevate the team's capabilities - Become the go-to resource for CRM tooling and platform capabilities. Evaluate new tools and technologies, develop repeatable processes to improve team efficiency, and partner with third-party vendors to troubleshoot and resolve technical issues.
Enable experimentation - Operationalize A/B testing and audience experimentation frameworks, ensuring the team can run tests reliably and extract meaningful results to drive continuous improvement.
Collaborate cross-functionally - Partner closely with CRM strategy, Analytics, Product, Engineering, and Creative teams to ensure campaigns are technically feasible, properly instrumented, and delivered on schedule.

Benefits

Industry-leading medical, dental, and vision health care plans for employees and their dependents
Flexible Vacation Time Off
11 holidays
Holiday company shutdown
New Parent Leave for employees with a newborn child or a child placed with them for adoption or foster care
Mental health support
Paid sabbatical after 5 years
Health and Dependent Care FSA and HSA Plan with monthly NerdWallet contribution
Monthly Wellness Stipend
Cell Phone Stipend
Wifi Stipend (Only remote Nerds are eligible for the Wifi Stipend)
Work from home equipment stipend
Co-working space subsidy (Only remote Nerds are eligible for these stipends)
8 hours of volunteer time off per quarter
401K with 4% company match
Financial wellness, guidance, and unlimited access to a Certified Financial Planner (CFP) through Northstar
Disability and Life Insurance with employer-paid premiums