Manager, CRM Operations

TAXWELL•Haverford, PA

About The Position

Taxwell is seeking a Manager, CRM Operations to lead email and CRM campaign operations across TaxAct Consumer, SMB, Drake, TAP, and 1040.com. This role combines people leadership, hands-on campaign execution, and CRM platform expertise to ensure high-quality, timely, and effective customer communications. The ideal candidate has deep experience with Salesforce Marketing Cloud (SFMC), Pardot/Account Engagement, email marketing operations, customer journeys, deliverability, and data management. This individual will lead the CRM Operations team while remaining hands-on when needed, particularly during high-volume periods, complex deployments, and critical business initiatives. The Manager will also serve as a key CRM technology resource, helping optimize our existing capabilities, establish SMS functionality, improve operational processes, and identify opportunities to increase efficiency and scalability.

Requirements

Bachelor’s degree in Marketing, Communications, Technology, or related field, or equivalent relevant experience.
7+ years of experience in CRM, email marketing, or marketing operations, with significant hands-on experience in email campaign execution and development.
3+ years of experience leading and developing teams, preferably within CRM, lifecycle marketing, or marketing operations.
Strong hands-on experience with Salesforce Marketing Cloud (SFMC), including Email Studio, Journey Builder, Automation Studio, Contact Builder, and related capabilities.
Experience with Pardot/Account Engagement, particularly supporting B2B campaign execution and automation.
Hands-on experience architecting and implementing complex customer journeys and automated programs.
Experience with or knowledge of SMS implementation and execution, preferably within the Salesforce ecosystem.
Proficiency in HTML, AMPscript, SQL, personalization, data extensions, and automated workflows.
Strong understanding of email deliverability, segmentation, subscriber management, QA, testing, and data quality best practices.
Demonstrated ability to balance people leadership, hands-on execution, and technical problem-solving in a fast-paced environment.
Strong organizational and analytical skills with the ability to manage multiple priorities and translate insights into actionable recommendations.

Nice To Haves

Salesforce Marketing Cloud and/or Account Engagement certifications are a plus.

Responsibilities

Lead and develop the CRM Operations team, ensuring strong execution, accountability, knowledge sharing, and continued team growth.
Oversee end-to-end email campaign execution, including builds, QA, testing, final deployments, and post-launch validation.
Remain hands-on with email development, QA, deployments, and troubleshooting, particularly during high-volume periods and critical initiatives.
Serve as a key administrator and subject matter expert for Salesforce Marketing Cloud (SFMC) and Pardot/Account Engagement, providing technical guidance and troubleshooting across the CRM technology stack.
Architect, build, and optimize customer journeys and automated programs, including dynamic and personalized communications using HTML, AMPscript, SQL, segmentation, and automation.
Lead the setup and enablement of SMS capabilities, including platform configuration, data and audience requirements, testing, QA, and operational readiness.
Monitor and optimize deliverability (IP reputation and warming, SPF/DKIM/DMAR authentication, and seed-list inbox testing), subscriber health, audience quality, data integrity, and campaign performance, proactively addressing risks and issues.
Establish and maintain strong QA standards, workflows, documentation, and operational best practices to ensure accurate and timely campaign execution.
Identify and implement opportunities for process improvement, automation, and AI-assisted solutions that reduce manual effort and improve scalability.
Provide CRM platform expertise and recommendations for broader business and technology initiatives, partnering with key stakeholders to solve technical and operational challenges.