Senior Manager, CRM Operations

This is a Full Time Job

Sr. Manager, CRM Operations

Company Description

Job Description

We are seeking a highly skilled Senior Manager, CRM Operations to join our team across our Fandango brands (Fandango, Fandango At Home, Rotten Tomatoes), serving both our consumer (B2C) and corporate/enterprise (B2B) customer bases. The ideal candidate will be a strategic thinker with deep expertise in CRM platforms and a proven track record of developing, executing, and optimizing comprehensive customer loyalty programs and managing B2B operational workflows. This position plays a critical role in designing, implementing, and managing CRM solutions that meet the evolving needs of our diverse stakeholders, which include B2C marketing, B2B sales, creative, analytics, data engineers, and legal/compliance teams.

Key Responsibilities
• Lead the design and architecture of CRM solutions, leveraging industry best practices and innovative technologies across both B2C and B2B platforms.
• Own the end-to-end strategy, performance, and day-to-day operations of the customer loyalty program (B2C).
• Collaborate with cross-functional teams to gather requirements, define objectives, and develop comprehensive CRM technical strategies.
• Design and code digital assets including emails, push notifications, SMS, banners, landing pages, and forms according to best practices and brand styles and guidelines.
• Manage loyalty program communications strategies across digital channels, (Email, SMS, In-app, SMS) ensuring messaging is personalized based on member tier, behavior, and lifecycle stage.
• Implement and manage B2B-specific communication streams, such as event invitations, client onboarding sequences, and quarterly business review (QBR) reminders, ensuring alignment with B2B sales cycles and professional tone of voice.
• Stay informed about emerging trends, best practices and technologies in CRM, email marketing, SMS, and push notifications, and make recommendations for integration into existing systems.
• Drive process improvements and optimization initiatives to enhance the efficiency and effectiveness of CRM operations.
• Ensure thorough end-to-end quality assurance testing of campaigns by collaborating closely with team members and agency partners.
• Operate ESP applications such as, SFMC, Sailthru for large-scale transaction, commercial personalized and automated emails. Provide necessary reports for business needs.
• Support with email quality control (CAN-SPAM, GDPR, bounce rate, open rate, click through rate, content, and pricing).
• Other job-related duties as assigned.

Qualifications

Basic Qualifications
• Bachelor's degree in information technology and/or higher education or related field.
• 5 years of direct email coding experience, managing and executing email programs for consumer products with a major Email Service Provider or CRM platform (E.g SFMC, Sailthu, Responsys, Adobe Campaign).
• Project management skills with an ability to work with different internal teams and external agencies and across multiple time zones when required.
• Proven experience as a Solutions Architect or similar role, with a focus on CRM platforms and related technologies.
• Hands-on experience building and optimizing email campaigns using CRM tools and marketing automation platforms.
• Strong leadership and team management skills, with the ability to inspire and motivate cross-functional teams.
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients and internal stakeholders at all levels.
• Strategic thinking and problem-solving abilities, with a track record of delivering innovative solutions to complex business challenges.
• Experience in AMPscript, REST/SOAP API and SQL, advanced knowledge of HTML, CSS, JSON

Desired Qualifications
• Hands on experience with customer data platforms (CDPs) such as Segment, Tealium, mParticle, or Adobe Real-Time CDP.
• Proficiency in advanced analytics or BI tools (e.g., Looker, Tableau, Power BI) for CRM performance insights.
• Familiarity with mobile engagement platforms across Email, Push, and SMS.
• Experience integrating CRM systems with data warehouses (Snowflake, BigQuery, Redshift) and ETL pipelines.
• Strong understanding of lifecycle marketing strategy across acquisition, engagement, retention, and winback.
• Experience with AI driven personalization, dynamic content, and recommendation engines.
• Entertainment, streaming, ticketing, or e commerce CRM experience.

Additional Requirements:
• Hybrid: This position has been designated as hybrid, generally contributing from the Los Angeles, CA office, a minimum of three days per week.
• Travel: Must be able to travel domestically for business meetings, trainings and team events as needed.

Additional Information

As part of our selection process, external candidates may be required to attend an in-person interview with a VERSANT Media employee at one of our locations prior to a hiring decision.