Provide leadership and technical expertise to the NCSA CRM Operations team on a day to day basis, ensuring success of campaign goals.
Work closely with the CRM Sr. Director and the Integration Manager on resource planning to handle total work load on all content creation and configuration for campaign needs
Design, implement, and evolve process flows for campaign configurations, ensuring on time and quality delivery
Oversee the client-service relationship with the CRM Strategy team to ensure planning, implementation, and execution of omni-channel campaigns
Lead the operations team members in implementing marketing automation and be the advocate of excellent customer experience (frictionless flow, QA, timeliness)
Keep pace of market trends and business opportunities to improve CRM programs
Follow campaign performance trends as well as the operational efficiency of the team itself
Build strong relationships with transversal partners (Community, CS, etc.), lead the requirements for the functional improvements of toolsets back to IT to continually improve the teams efficiency and capabilities
Monitor relationships with outside agencies to explore, develop and produce CRM content pieces.
Troubleshoot and fix all issues with campaigns and CRM toolsets as necessary.