Manager CRM Ops

at  Delivery Hero

ROLE SUMMARY

The role will require you to manage a team of Campaign Operations experts to deliver a range of automated and ad-hoc campaigns through Braze. This role will require strong stakeholder management in order to set and meet the expectations of teams across 8 local markets and regional roles.
You will be expected to effectively manage the bandwidth of your team by prioritizing tasks and ensuring timely delivery with a proper campaign intake, tracking and quality assurance process. The role is responsible for owning and implementing the execution of all CRM campaigns across countries, verticals and products. You’ll need to also be aware of advancements in Campaign Operations best practices to ensure we’re constantly improving our ways of working and effectiveness of our campaigns.

ROLE SCOPE

• Role within Regional Marketing across 8 markets
• Responsible for delivery of all ad-hoc and automated campaigns through Braze with required quality
• Responsible for managing request intake process to improve efficiency and adherence to SLAs
• Responsible for campaign Quality Assurance process and tracking of errors
• Iterate ways of working and intake process based on learnings
• Responsible for managing workload distribution between team members
• Acts as a coach and mentor for junior team members to upskill them and train them on Campaign Ops best practices
• Identify new innovations and new mechanics to launch more engaging campaigns through Braze
• Provide subject matter expertise to launch complex campaigns on Braze
• Work with Regional and Local stakeholders to understand and deliver on complex and critical campaign requirements
• Identify and implement opportunities to automate recurrent campaigns
• Work with Central Retention Solutions team to implement new enhancements to campaign operations (i.e. dynamic content, efficiency gains)
  What you need to be successful