CRM Operations Manager II

## About the Role The CRM Operations Manager II at Nerdwallet plays a pivotal role in the company's mission to deliver exceptional customer engagement through automated email and push campaigns. This involves not only the technical execution of these campaigns but also ensuring that they are aligned with the company's strategic objectives. Day-to-day, the role entails working closely with various teams, including CRM strategists, to translate campaign ideas into flawless executions. The role reports to the Senior CRM Operations Manager, offering a structured environment for professional growth and mentorship.

The success of Nerdwallet's CRM program is deeply intertwined with the ability to scale complex campaigns, sharpen team processes, and optimize the marketing technology stack. This requires a unique blend of technical acumen, project management skills, and the ability to drive operational excellence. In an era where personalization is key to customer loyalty, this role is at the heart of Nerdwallet's strategy to build lasting relationships with its audience.

Nerdwallet operates in a fast-paced, dynamic environment where adaptability, creativity, and a data-driven mindset are valued. The company's commitment to innovation and customer-centricity makes it an exciting place for professionals looking to make a tangible impact on how marketing technologies are leveraged to enhance user experiences.

## What You Will Do - Design, build, and deploy automated email and push campaigns that drive engagement across the customer lifecycle.

• Develop and maintain complex multi-step workflows and audience segments to reach the right users at the right moments.
• Implement personalization logic using user and catalog data to serve tailored experiences.
• Configure triggers and dynamic content to ensure campaign accuracy and relevance.
• Collaborate with CRM strategists to translate campaign ideas into technical architectures.
• Serve as a hands-on expert in the CRM platform, leveraging features to optimize quality and efficiency.
• Build and maintain automated alerting systems to detect and respond to campaign issues quickly.
• Monitor email deliverability, maintain IP health, and proactively surface recommendations for improvement.
• Develop, document, and enforce best practices and workflows for CRM operations.
• Maintain and refine QA processes to ensure campaigns launch accurately, on time, and in compliance with data privacy requirements.
• Evaluate new tools and technologies to improve team efficiency and partner with third-party vendors to troubleshoot technical issues.

## What We Are Looking For - Extensive hands-on experience with at least one major email service provider, ideally Iterable or Braze.

• Strong experience implementing personalization logic using user attributes, behavioral data, and catalog data.
• Solid understanding of data structures and segmentation logic, with the ability to interpret customer data.
• Proficiency in HTML and CSS for building and troubleshooting email templates.
• Familiarity with API integrations and webhooks.
• Experience with campaign builds, workflow automation, audience segmentation, and CRM platform administration.
• Ability to work closely with cross-functional teams, including CRM strategy, Analytics, Product, Engineering, and Creative teams.
• Strong analytical and problem-solving skills, with attention to detail and ability to meet deadlines.
• Excellent communication and project management skills.

## Nice to Have - Experience with templating languages such as Handlebars, Liquid, or AMPscript.

• Knowledge of A/B testing and audience experimentation frameworks.
• Familiarity with data privacy requirements and compliance standards.
• Experience in a similar role within a fast-paced, dynamic environment.
• Certification in marketing automation or a related field.

## Benefits and Perks - Competitive compensation package.

• Opportunity to work with a leading brand in the financial technology space.
• Collaborative, dynamic work environment with a team of experienced professionals.
• Professional development opportunities, including training and education programs.
• Flexible, remote work arrangements to support work-life balance.
• Access to cutting-edge marketing technologies and tools.
• Comprehensive health insurance and wellness programs.
• Generous PTO and holiday packages.
• Remote stipend to support home office setup and productivity.

- Ensure your portfolio showcases hands-on experience with CRM platforms, particularly with Iterable or Braze, and highlight your ability to implement personalization logic and manage data integrations.

• Develop a strong understanding of data structures and segmentation logic to stand out as a candidate, and be prepared to discuss how you've used data to drive campaign decisions in previous roles.
• Familiarize yourself with API integrations and webhooks, as well as templating languages, to demonstrate versatility in marketing automation tools.
• Practice discussing campaign builds, workflow automation, and CRM platform administration to show your expertise in these areas.
• Be prepared to walk through your process for maintaining QA standards and ensuring compliance with data privacy requirements during the interview.
• Highlight your experience working with cross-functional teams and your ability to communicate technical concepts to non-technical stakeholders.
• Consider highlighting any certifications in marketing automation or related fields to demonstrate your commitment to professional development.