Loyalty/CRM Campaign Operations Manager

Role purpose

Manage the end-to-end delivery of CRM and loyalty campaigns across channels and markets. Turn programme priorities into accurate, timely and coordinated customer communications that reflect client's premium brand experience.

Key responsibilities

• Own the integrated campaign calendar, intake process and delivery schedule across brands and markets.

• Translate campaign objectives into execution briefs covering audiences, exclusions, journey logic, channels, content, timings and measurement.

• Coordinate creative, copy, data, Salesforce development and QA teams, managing dependencies and resolving delivery risks.

• Apply agreed contact policies, consent requirements, suppression rules and approval processes throughout campaign delivery.

• Coordinate business acceptance testing and secure required approvals before activation.

• Monitor live campaigns with technical teams, escalating issues and coordinating corrective action and stakeholder communications.

• Partner with the Data Analyst to assess results, manage test plans and improve targeting, timing, content and journeys.

• Maintain campaign records, checklists and operating procedures, and train Valiram counterparts in campaign management.

Experience and capabilities

• 6-8 years of experience in CRM campaign management, marketing automation or loyalty operations, preferably in retail or luxury.

• Hands-on experience with Salesforce Marketing Cloud and a strong understanding of automated customer journeys.

• Experience coordinating campaigns across multiple channels, brands or markets.

• Strong project management, stakeholder management and attention to detail.

• Ability to interpret campaign performance and translate findings into operational improvements.

Success measures

On-time campaign delivery; first-time-right execution; adherence to approvals and contact policies; effective issue resolution; campaign improvement through testing; and successful transfer of operating processes