Address
Form of workSR CRM OPS SPECIALIST
General Summary
The Senior CRM Operations Specialist is responsible for managing marketing projects as well as accountable for setup, testing, reviews, documentation and management of planned marketing promotions/offer upgrades across all channels (dsw.com offers, store barcodes, text messages, etc.).
Reports to: Sr. Manager, CRM Operations
Essential Duties and Responsibilities:
Coordinate with cross-channel partners to ensure all offer-related information is provided accurately & executed to allow the best experience for the customer.
Manage promotions logs, monitor and troubleshoot promotion setup and other customer-facing issues.
Manage team activities and testing supporting day-to-day activities and during project launches (may
include off-hours and early morning responsibilities); including all offer project documentation and
progress reporting.
Lead all related offer initiatives involving both business and IT, including operating within agile
processes.
Remain extremely focused on detail while managing multiple campaigns and associated tasks
simultaneously.
Assist manager with conversations around promo tool requirement definitions & coordinate and/or
perform user acceptance testing.
Serve as a hub for communications and collaboration to support day-to-day promotional activities and
during project completion.
Act as lead contact for any issues/problems found with offer related experiences. Manage, receive and
log issues when they are found, engage appropriate resources for resolution and ensure that issues
are fully resolved.
Lead/Participate in hindsight reviews to determine the root cause of issues that arise and champion
process improvement activities to lessen or eliminate repeat issues.
Create, improve and document processes related to offers management and UAT; re-evaluate
production and quality assurance processes to improve; maintain up-to-date documentation of each
process for reference and training.
In coordination with manager, drive the vision for future offer state management including appropriate
marketing applications, ideal customer offer state and processes to support.
Serve as the subject matter expert around all things offer and UAT related. Provide oversight on UAT,
KPI benchmarks and progression. Recommend effective process and development around successful
offer and UAT practices.
Assist with day-to-day tasks such as routing, store communication updates, promotional log updates, and campaign collateral proofing as needed to ensure team tasks are completed within internal and vendor SLAs.
Required Skills and Competencies: In addition to the DBI Core Competencies listed below, indicate the key knowledge and skills required to successfully perform the job. Examples may include physical, technical, managerial and problem-solving knowledge and skills.
Required Skills:
Ability to coach and develop intermediate team members acting a role model and advocate for team progression. Critical thinking skills to identify and mitigate potential issues to avoid negative impacts to our customers, internal clients and Brand. Curiosity and drive to evaluate current-state processes and make recommendations for improvements or new ways to execute to support the business as it evolves.
Adapts to changing environments and able to perform critical tasks under high volume and fast pace.
Attention-to-detail and ability to manage multiple projects & tasks simultaneously.
Excellent written and verbal communication skills (including ability to provide basic training).
Excellent project management, time management and problem-solving skills.
Ability to work in a fast-paced environment with a high degree of initiative, self-motivation and attention
to detail.
Experience with Microsoft Office, Word and Excel.
Ability to work as part of a team and independently to prioritize workload while considering business
needs.
Experience within promotional tools (examples: ATG/BCC, NCR/AMS, loyalty promotion engines)
May by required to work outside normal business hours.
Competencies
SETTING GOALS - Creates and follow effective plans. Anticipates risks, creates contingency plans. Aligns plans with goals. Allocates adequate resources. Accepts and supports change. Willing to take risks and suggests new ideas, approaches. Takes initiative. Seeks out learning activities. WORKING WITH OTHERS - Clearly articulates own, other's goals. Promotes a team atmosphere by demonstrating humility and respect. Builds effective relationships, relates well to others. Delivers and responds to feedback in a constructive manner. Considers multiple perspectives. Handles conflict, pressure, uncertainty and adapts independently. Meets commitments. Dedicated to working with business partners on their expectations. GETTING RESULTS - Personally accountable for work performance targets and achieving results. Prioritizes well. Anticipates and handles obstacles effectively. Makes good, timely decisions. Can simply and process complex problems. Understands underlying issues and addresses root causes. Meets deadlines, works until finished.
Qualifications Experience: Indicate the minimum level of work experience that an incumbent is required to have to successfully perform the job after a normal learning curve. Preferred Qualifications: Indicate any preferred education, work experience, skill, knowledge or ability that would be beneficial to the position but is not required. Leave blank if none. Education: Indicate the minimum amount of education required to perform the job.
Minimum Experience:
3+ years in marketing process management or relevant business management.
3+ working with KPIs and project driven timelines.
3+ years' experience in marketing process and offer execution.
Solid understanding and experience in digital or marketing offer testing and implementation
3+ years' experience in CRM platforms and traffic communication tools.
Preferred Qualifications:
Retail experience is a plus
Minimum Education:
Bachelor's degree required in business, marketing, statistics or any other related disciplin
