Director, CRM Operations

About You:

As the Director, CRM Operations, you are a highly organized, technically savvy leader with a passion for process, platforms, and precision. You bring deep expertise in CRM operations and are driven to improve campaign and testing execution, system infrastructure, and cross-functional collaboration.

You thrive in dynamic environments and are energized by complex problem-solving—from running vendor evaluations and RFPs to standing up new marketing technology and streamlining campaign workflows. You have a track record of building scalable processes, leading technical implementations, and ensuring flawless campaign delivery from ideation to execution. You lead a team of specialists, collaborate with marketers, engineers, analysts, and creatives alike, ensuring every step of the customer journey is delivered efficiently, accurately, and with measurable impact.

Responsibilities: 

• Own and evolve Nutrafol’s CRM operations function, including campaign planning, process governance, platform optimization, and cross-functional enablement
• Manage a high-performing team of marketing and operations specialists
• Partner with Retention, Lifecycle, Growth, Creative, Pro, Engineering and Data teams to execute marketing initiatives while optimizing the marketing tech stack to support personalization, segmentation, and performance tracking
• Project manage complex marketing initiatives from kickoff through deployment, ensuring stakeholders are aligned and deliverables are met on time and within scope
• Develop and enforce standard operating procedures (SOPs) for email, SMS, push and other campaign management, QA, approvals, testing, and reporting
• Lead the execution and management of RFPs and vendor evaluations for marketing tech systems
• Support the integration and performance of martech platforms, including CDPs, ESPs, and customer engagement tools
• Support the transition and implementation of new platforms, including migration planning, stakeholder training, and testing protocols
• Collaborate with analytics and marketing teams to ensure accurate campaign tracking, attribution, and performance insights

Requirements:

• 8+ years of experience in marketing operations, martech management, and campaign delivery in a digital/eCommerce environment
• Proven experience managing complex RFPs and platform migrations (e.g., ESP, CDP, automation platforms)
• Strong technical understanding of marketing platforms and customer data systems
• 4+ years of experience managing teams and cross-functional projects
• Expertise in email, SMS, Push, and cross-channel campaign delivery, QA, and reporting
• Process-obsessed with strong documentation, communication, and stakeholder management skills
• Comfortable balancing strategic planning with tactical execution in a fast-paced environment