Senior Manager, CRM Operations

The Senior Manager, CRM Operations shapes the operational backbone of CRM - defining how work moves from insights to delivery of high-impact initiatives that align with strategic business & customer goals. The role ensures execution is accurate, scalable & consistently delivered with high quality across a complex environment. This leader drives operational excellence, shapes processes, and ensures CRM systems, teams, and workflows operate reliably in support of business and customer priorities.

They partner closely with Customer, Product, Engineering, Analytics and Marketing teams to align execution with platform capabilities and strategic objectives.

• This is an on-site position (Monday through Thursday) based out of our Northbrook, IL offices with the flexibility to work remotely on Fridays.
• This role is an People Leader position

• Lead and manage a group of CRM operations specialists and/or managers, fostering a culture of innovation, collaboration, and high performance

• Define and drive the operational strategy and execution framework for CRM strategies, ensuring requirements are translated into properly built and executable programs

• Drive operational excellence by improving intake, prioritization, build, QA, and release processes across CRM teams

• Establish and enforce operational standards, SLAs, and governance frameworks to ensure consistent execution quality

• Ensure accurate and scalable audience building processes, including segmentation logic, eligibility rules, suppression frameworks, and data-driven targeting across CRM programs

• Proactively identify and lead improvements across CRM functions, clearly communicating changes and enabling teams to operate through ambiguity

• Build strong relationships and drive alignment across different teams and functions, establishing effective cross-functional teamwork and breaking down silos

• Mentor and develop CRM operations talent, focusing on leadership development, capability building, and organizational growth

• Collaborate with engineering and product leadership to define CRM platform requirements, system improvements, and technical roadmap priorities

• Manage budgets, resource planning, hiring, and organizational structure for the CRM Operations team

• Drive technical requirements for the future CRM and marketing technology stack, ensuring capabilities, data flows and execution systems are optimized for scalability and reliability

• Drive operational decision-making across competing priorities, resource allocation, and execution risks

• Communicate effectively with senior leadership regarding operational performance, progress, challenges, and opportunities

• Advanced knowledge of CRM operations including audience & build execution, technical architecture, and system configuration

• Deep experience working with CRM platforms and marketing technology systems, including automation, segmentation tools and orchestration platforms

• Strong leadership and organizational management skills, with proven experience building, mentoring, and managing high-performing teams

• Deep understanding of campaign execution processes, including audience build, segmentation, personalization, QA and deployment. Strong analytical skills with ability to interpret complex system, audience, and campaign data to drive operational improvements

• Excellent strategic thinking, problem-solving, and execution skills, with the ability to handle complex operational assignments

• Strong communication and stakeholder management skills, with the ability to influence senior leaders and cross-functional partners

• Strong business acumen with the ability to translate strategic needs into effective operational processes & execution frameworks

• Experience with resource planning, budget management, and strategic hiring

• Strong problem-solving skills with ability to manage ambiguity and drive clarity in execution environments

• 8+ years of progressive experience in CRM Operations, Marketing Operations, or a related field

• 3+ years of experience in a management role, with a proven track record of successfully leading and delivering large-scale, complex initiatives

• Bachelor’s degree in marketing, business administration, communications, data analytics, or equivalent work experience