We are seeking a highly skilled Senior Manager, CRM Operations to join our team across our Fandango brands (Fandango, Fandango At Home, Rotten Tomatoes), serving both our consumer (B2C) and corporate/enterprise (B2B) customer bases. The ideal candidate will be a strategic thinker with deep expertise in CRM platforms and a proven track record of developing, executing, and optimizing comprehensive customer loyalty programs and managing B2B operational workflows. This position plays a critical role in designing, implementing, and managing CRM solutions that meet the evolving needs of our diverse stakeholders, which include B2C marketing, B2B sales, creative, analytics, data engineers, and legal/compliance teams.
Key Responsibilities
- Lead the design and architecture of CRM solutions, leveraging industry best practices and innovative technologies across both B2C and B2B platforms.
- Own the end-to-end strategy, performance, and day-to-day operations of the customer loyalty program (B2C).
- Collaborate with cross-functional teams to gather requirements, define objectives, and develop comprehensive CRM technical strategies.
- Design and code digital assets including emails, push notifications, SMS, banners, landing pages, and forms according to best practices and brand styles and guidelines.
- Manage loyalty program communications strategies across digital channels, (Email, SMS, In-app, SMS) ensuring messaging is personalized based on member tier, behavior, and lifecycle stage.
- Implement and manage B2B-specific communication streams, such as event invitations, client onboarding sequences, and quarterly business review (QBR) reminders, ensuring alignment with B2B sales cycles and professional tone of voice.
- Stay informed about emerging trends, best practices and technologies in CRM, email marketing, SMS, and push notifications, and make recommendations for integration into existing systems.
- Drive process improvements and optimization initiatives to enhance the efficiency and effectiveness of CRM operations.
- Ensure thorough end-to-end quality assurance testing of campaigns by collaborating closely with team members and agency partners.
- Operate ESP applications such as, SFMC, Sailthru for large-scale transaction, commercial personalized and automated emails. Provide necessary reports for business needs.
- Support with email quality control (CAN-SPAM, GDPR, bounce rate, open rate, click through rate, content, and pricing).
- Other job-related duties as assigned.