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CRM Ops Manager


Beverly Hills, CA
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Job Details

Company NBC Universal

Job Title CRM Ops Manager

Jobid 23768-373811

Location: Beverly Hills, CA, 90209, USA

Description **Job Number** 34664BR

**Job Title** CRM Ops Manager

**Business Segment** Filmed Entertainment Group

**Sub-Business** Film Fandango

**Posting Category** Marketing

**About Us** At Fandango, we love movies. From showtimes and ticketing, to engaging content and innovations in movie going- we strive to deliver the perfect movie going experience—anytime, anywhere. And to be the go-to destination for moviegoers, we think it’s all about collaboration. Anyone can build a website or app, but it takes a special group across many disciplines to create an experience that can live across multiple platforms and connected devices. Thanks to an exceptional team, we’re working hard to make Fandango a little bit better every day. Our 30 million (and growing!) online and mobile monthly visitors can now buy movie tickets at over 25,000 screens nationwide and stay for exclusive trailers, our award-winning original video series, movie reviews, celebrity interviews and more. So, if you’re looking to inspire, be inspired and work at the intersection of entertainment and technology look no further than Fandango. Visit for a behind-the-scenes look at Fandango and follow us on LinkedIn for the latest news and updates. Fandango is an NBCUniversal Company. It is the policy of NBCUniversal and NBCUniversal's affiliated businesses to consider all qualified applicants for employment without regard to race, color, religion, national origin, sex (including pregnancy) sexual orientation, age, disability, veteran status or other characteristics protected by law.

**Career Level** Experienced

**Country** United States

**State/Province** California

**City** Beverly Hills


The CRM Operations Manager is responsible for partnering with leadership on the development & implementation of cross-channel CRM strategies, and overseeing the operational process of email, push messaging and SMS deployment.

The CRM Operations Manager will provide expertise and direction on utilizing capabilities of our chosen customer communications tools to the fullest in order to enable the wider team to achieve business objectives.

The successful candidate will know how to shape strategy and optimization plans through operational excellence. They will thrive in a fast paced environment geared around growing performance and maximizing our customer’s relationship. This individual will be skilled at developing robust test plans across both targeted as well as broad-stroke segments.

Key Responsibilities:

• Ensure operational excellence, from test set-up, to tagging for measurement and retargeting, of marketing campaigns & contact strategy, via email, push, & mobile messaging.

• Ensure flawless execution including process, clean deliverability, and test methodology.

• Partner with marketing teams to refine, & implement contact strategies.

• Proactively manage relationship with stakeholders on their business goals & objectives. Interpret business objectives into contact strategy requirements, including – segmentation, offers, creative & more.

• Develop & collate assets, including compelling editorial & content, for CRM campaigns. Ensure promotions, offers and marketing elements presented in the best way possible across email, push, SMS & mobile messenger tools.

• Lead campaign management for the CRM operations team – ensuring timely & accurate delivery.

• Analyze and recommend process changes to improve effectiveness of all customer communications channels.

• Liaise with the Business Intelligence and Analytics team to develop and produce performance reports.

• Partner with Analytics to perform customer analysis, segment customers into meaningful and actionable cohorts, conduct A/B and multivariate tests, establish reporting infrastructure, track and analyze performance, and communicate out results.

• Provide weekly status reports to management detailing campaign/program performance and perform ad hoc analysis upon request. Leverage performance reporting to actively optimize managed programs on an ongoing basis.

• Work to minimize marketing opt-in list decay and unsubscribes while increasing the productivity of our email / push / SMS sends.

• Govern and QA all communications and scheduling related to designated customer base prior to pushing campaigns into production. Liaise with all required support teams to ensure communications and tests are scheduled on time and against expectation.

• Monitor deliverability metrics and maintain and grow user engagement by implementing tactics related to email hygiene, privacy, and opt-in standards.


Desired Skills & Experience:

• 5+ years’ experience managing and executing high-volume, fast-paced email campaigns from production and deployment to QA of email/push campaigns.

• Hands on experience managing a deployment team, delivering customer communications through enterprise level ESPs such as Responsys.

• Experience using web analytics tools such as Omniture / Site Catalyst.

• Willingness to innovate and constantly push for operational excellence.

• Well versed in data analysis and CRM program optimization.

• Highly process driven. Experience working with project management tools (e.g. JIRA, Rally) is a plus.

• Proven results with growing marketing databases, and decreasing churn rate/engaging with inactive users

• Understanding of data privacy and governance policies.

• Knowledge of email best practices, method for testing and optimization and skilled in problem-solving.

• Experience with developing and managing personalization and targeting of content at scale.

We are an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation. Clickto view the NBCUniversal Candidate Privacy Statement.

The NBC Owned Television Stations create and distribute engaging content that connects with a valuable audience in 10 major markets across the country. Our content platforms include: NBC Stations broadcast and COZI TV, station websites, digital out-of home, and mobile.  Through our local news operations, our lifestyle production arm LX.TV, and our local sales marketing and production teams, NBC creates content that connects communities with the people, events, and issues they care about most.

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