Journey Operations Specialist

Job Overview

The Customer Relationship Management Strategy Specialist manages end-to-end deliverables and project tasks that support dynamic personalization strategies across all retention tactics. This individual demonstrates strong attention to detail and organizational skills, effectively managing multiple projects simultaneously while navigating ambiguity and taking direction. The specialist collaborates comfortably with cross-functional teams and senior management to execute strategic initiatives.

• Lead and implement enhancements across email, mobile, and site channels to support the company’s strategic goals.
• Collaborate with cross-functional teams, third-party vendors, CRM analysts, and business partners to gather input, clarify requirements, and drive new functionalities and improvements. Leverage data and insights to inform strategic recommendations.
• Develop and document detailed business requirements, use cases, and business rules. Conduct user acceptance testing to ensure quality and alignment.
• Serve as a subject matter expert, representing business strategies in comprehensive marketing solutions while understanding the underlying technical components, design, and systems.
• Build and maintain strong relationships with business stakeholders by understanding their goals, providing strategic support, and establishing trust.
• Advocate for timely issue resolution by identifying problems, evaluating solutions, communicating updates, and ensuring closure.
• Support the management and prioritization of the Retention Marketing team’s capabilities and enhancements roadmap.
• Analyze programs and tactics to identify gaps, trends, and opportunities that improve internal campaign execution and enhance the customer experience.
• Lead stakeholder meetings to initiate projects, share progress updates, and resolve outstanding issues.
• Troubleshoot major challenges and elevate critical issues to appropriate leadership as necessary.
• Prepare and deliver hindsight analyses and recommendations to leadership and partner teams to inform future initiatives.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
• In addition to the essential duties mentioned above, other duties may be assigned.

Project Management: Ability to manage end-to-end deliverables and multiple projects simultaneously while maintaining organization and attention to detail.

Cross-Functional Collaboration: Strong skills in collaborating with cross-functional teams, third-party providers, and CRM analysts to gather input and clarify requirements.

Data Interpretation: Comfort with interpreting data and using actionable insights to make strategic recommendations.

Documentation

Skills:

Proficient in developing and documenting business requirements, use cases, and business rules, as well as conducting user acceptance tests.

Subject Matter Expertise: Knowledgeable in marketing strategies, with the ability to advocate for business solutions while understanding technical components and design.

Relationship Building: Strong interpersonal skills to build relationships with business function sponsors, understanding their objectives and establishing trust.

Problem-Solving: Ability to investigate issues, assess options, and provide feedback to ensure effective resolution.

Analytical Thinking: Skill in identifying gaps, trends, and opportunities to improve internal campaign execution and customer experience.

Communication

Skills:

Ability to lead meetings and communicate effectively with stakeholders to kick off projects, review progress, and resolve issues.

Technical Aptitude: Passion for technology and data, with an understanding of…