Sr. Manager, CRM Operations

About the position 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.

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.

Requirements

• 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

Nice-to-haves

• 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.

Benefits

• This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks.

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