Remote, Manager, CRM Operations and Enablement

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

The Manger, CRM Operations and Enablement will join a new team at Signet to focus on the implementation of strategy, governance, and operational framework for email and SMS across multiple brands. Projects will focus on key areas such as list growth, list hygiene, channel compliance, new opportunities, advancements with AI, and channel best practices.  

This role will partner closely with IT, MarTech, CRM brand teams, and external vendors. They will report directly to the Senior Director, CRM Strategic Operations and Enablement who will own the implementation of strategy, governance, and operational framework for CRM while playing a heavy role in developing the standards. 

This role will lead projects that define strategic guidance, technical updates, operational structure, best-practices, and cross-functional coordination before hand-off to brand teams for execution or advancement. Depending on the nature of the project, the Manger, CRM Operations and Enablement will complete briefs, lead timelines, and launch emails. 

The ideal candidate is a strong cross-brand operator who can connect marketing strategy, technology, process, data, customer experience, and vendor capabilities.  

Major Responsibilities/Essential Functions:  

1. Complete assigned projects and daily activities that adopt the CRM strategy, operating principles, governance routines, and best-practice standards that guide CRM execution across Signet brands. Follow clear expectations for how email and SMS programs are governed, protecting the foundation of the programs and ensuring list health.

40%

2. Provide strategic guidance, shared learnings, performance insights, and operational support to improve consistency, personalization, segmentation, journey development, testing, and channel effectiveness across brands.

20%

3. Advise on executional feasibility during campaign strategy planning and provide needed input to strategy given each campaign's intended audience, business goals, customer journey, etc. When applicable, own brief creation, distribution, and clarification as well as creative feedback, quality assurance, tests, and email builds.

20%

4. Work closely with IT, MarTech, and vendors. Represent CRM business needs in technology, platform, data, integration, and vendor discussions.

10%

5. Monitor performance and provide insights into strategic direction and guidance based on the analysis of results.

10%

Education Required: Bachelor’s degree in marketing, business, communications, technology, analytics, or a related field required.

Required or Acceptable Job-Related Experience: Experience working in CRM, marketing operations, and/or digital marketing strategy at scale, with direct experience in email and SMS channels. Experience working cross-functionally to improve CRM strategy, operations, and execution and past retail experience preferred.

Skills:

• Understanding of CRM, email marketing, SMS marketing, customer journey marketing, segmentation, personalization, automation, testing, and performance optimization. Inclusive of tech and strategy.
• Experience in channel marketing execution, preferably in a fast-paced environment 
• Experience with email and SMS builds, deliverability best practices, and troubleshooting techniques 
• Understanding of CRM operating models, campaign workflows, governance routines, QA processes, intake models, prioritization frameworks, and execution best practices.
• Experience using data and research to identify and understand customer segments.
• Experience working cross-functionally with agencies to execute marketing campaigns 
• Analytics experience and the ability to use data to inform decisions.
• Excellent communication skills, with the ability to articulate concepts in a clear and concise manner.

 Years of Job-Related Experience Required:   Must have a minimum of 3 years

of experience in marketing, with a focus on Email and SMS.

Technical/Other Skills Required:

• Understanding of email and SMS compliance considerations, deliverability, audience management, personalization, suppression logic, consent management, and customer contact strategy.
• Past exposure to marketing automation and CRM tools to manage customer segmentation and targeting, and to develop and execute marketing campaigns.
• Strong project management skills, with the ability to prioritize tasks, manage timelines, and meet deadlines.
• Strong Microsoft Office skills, especially PowerPoint and Excel.
• A detail-oriented approach to work with a focus on accuracy and quality 
• Proven ability to troubleshoot and resolve issues related to marketing campaign configuration, QA, and deployment 
• A proactive and self-motivated approach, with the ability to work independently and take ownership of initiatives.
• Experience working in fast-paced, retail or consumer-facing industries would be an advantage.
• Knowledge of HTML/CSS is a plus.