CRM Operations Manager II

About the Role

Day-to-day, the CRM Operations Manager II will be involved in the end-to-end execution of automated email and push campaigns, ensuring that each campaign is tailored to reach the right users at the right moment. This involves not just technical expertise but also a deep understanding of the customer and the ability to collaborate effectively with cross-functional teams. The role reports to the Senior CRM Operations Manager and is an integral part of the company's digital marketing strategy.

NerdWallet's commitment to innovation and employee growth creates a dynamic and supportive work environment. The company values candid communication, flexibility, and the well-being of its team members, recognizing that these are key to delivering exceptional results and making a meaningful impact in the financial sector.

What You Will Do

• Build and launch complex, automated email and push campaigns across the customer lifecycle, ensuring precision and personalization.
• Design, implement, and manage multi-step workflows and audience segments within the CRM platform.
• Serve as a hands-on expert in Iterable, NerdWallet's CRM platform, configuring personalization logic, triggers, and dynamic content.
• Collaborate closely with CRM strategists to translate campaign ideas into technical executions, focusing on scalable and efficient solutions.
• Develop, document, and enforce best practices and workflows for CRM operations, maintaining high QA standards.
• Maintain and refine the QA process to ensure campaigns launch accurately, on time, and in compliance with data privacy requirements.
• Build and maintain automated alerting systems for quick detection and response to campaign issues.
• Monitor email deliverability, maintain IP health, and proactively surface recommendations for improvement.
• Evaluate new tools and technologies, developing processes to improve team efficiency and partnering with vendors to resolve technical issues.
• Operationalize A/B testing and audience experimentation frameworks to drive continuous improvement.
• Partner with cross-functional teams, including CRM strategy, Analytics, Product, Engineering, and Creative, to ensure campaigns are technically feasible and delivered on schedule.

What We Are Looking For

• Extensive hands-on experience with a major email service provider, ideally Iterable or Braze.
• Strong experience implementing personalization and dynamic content within CRM platforms.
• Proven ability to build and launch complex, automated campaigns and manage data integrations.
• Experience with workflow automation, audience segmentation, and CRM platform administration.
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Experience with QA processes and a focus on operational excellence.
• Ability to develop and maintain scalable processes and maintain high standards of quality.
• Familiarity with data privacy requirements and experience ensuring compliance.

Nice to Have

• Experience with other marketing technologies and platforms.
• Knowledge of programming languages such as Python or JavaScript.
• Familiarity with cloud-based data platforms and data warehouses.
• Certification in CRM or related technologies.

Benefits and Perks

• Competitive compensation package.
• Flexible and remote work options.
• Comprehensive health insurance.
• Generous PTO policy.
• Professional development opportunities.
• Access to the latest technologies and tools.
• A dynamic and inclusive work environment.
• Recognition and reward for outstanding performance.

• Tip: Ensure you have hands-on experience with CRM platforms, especially Iterable, and can demonstrate your ability to build complex campaigns and workflows.
• Highlight your understanding of personalization logic and dynamic content in your application.
• Practice explaining technical concepts simply, as this is crucial for collaboration with cross-functional teams.
• Be prepared to discuss your experience with QA processes and how you ensure campaign accuracy and compliance.
• Show a willingness to learn and adapt to new technologies and tools, as the digital marketing landscape is constantly evolving.
• Tailor your application to demonstrate how your skills and experience align with NerdWallet's specific needs and technologies.
• Prepare examples of your previous work, such as campaigns you've managed or workflows you've designed, to share during the interview process.