4 hours

Director, CRM Operations

Beverly Hills, CA
  • Job Code
Company NBC Universal

Job Title Director, CRM Operations

Jobid 23768-382089

Location: Beverly Hills, CA, 90209, USA

Description **Job Number** 36229BR

**Job Title** Director, CRM Operations

**Business Segment** Filmed Entertainment Group

**Sub-Business** Film Fandango

**Posting Category** Digital Media

**About Us** At Fandango, we love movies. From showtimes and ticketing, to engaging content and innovations in movie going- we strive to deliver the perfect movie going experience—anytime, anywhere. And to be the go-to destination for moviegoers, we think it’s all about collaboration. Anyone can build a website or app, but it takes a special group across many disciplines to create an experience that can live across multiple platforms and connected devices. Thanks to an exceptional team, we’re working hard to make Fandango a little bit better every day. Our 30 million (and growing!) online and mobile monthly visitors can now buy movie tickets at over 25,000 screens nationwide and stay for exclusive trailers, our award-winning original video series, movie reviews, celebrity interviews and more. So, if you’re looking to inspire, be inspired and work at the intersection of entertainment and technology look no further than Fandango. Visit Fandango.com/careers for a behind-the-scenes look at Fandango and follow us on LinkedIn for the latest news and updates. Fandango is an NBCUniversal Company. It is the policy of NBCUniversal and NBCUniversal's affiliated businesses to consider all qualified applicants for employment without regard to race, color, religion, national origin, sex (including pregnancy) sexual orientation, age, disability, veteran status or other characteristics protected by law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

**Country** United States

**State** California

**City** Beverly Hills


The Director, CRM Operations will be key in influencing and partnering with internal and external teams to deliver against the CRM strategy.

The Director will lead CRM production & operations – ensuring campaigns are on time, accurate and delivered to the highest of standards, managing both people and process to make this happen.

Evolving tools and data will be will be an integral aspect of the role, to scale the capacity and capabilities of the CRM team in achieving overall marketing objectives.


• Lead the CRM operations team in developing and deploying marketing campaigns, lifecycle programs, triggered messages and other segmented marketing automation through email and push messaging.

• Manage CRM database initiatives to include data hygiene, data structure and list growth. Work closely with our internal technology teams and act as a liaison between IT and CRM.

• Develop & monitor systems & processes to oversee planning, budgets, success metrics & project management

• Responsible for all CRM system related vendor relationships, ensuring we have required SLAs in place and highly valuable partnerships across the group. This also includes recommending, vetting and building out any new vendor’s requests to meet our evolving needs and visions for CRM.

• Partner with CRM / engagement team, Product, BI, as needed on developing and implementing a roadmap of innovations and capabilities to meet stakeholder needs

• Refine process flows to ensure efficiencies, such as templates, LTV-based decision overlays, and better ways of working

• Ensure strict testing and QA processes are in place.

• Quickly identify and troubleshoot any performance issues and demonstrate an ability to drive successful resolutions.

• Automate reporting around campaign performance, list health, segments and deliverability performance.

• Recommend automation & project management tools to enable business goals & streamlining at scale

• Ensure feedback loops for best quality data, compliance & QA.


• 7+ years of successful, diverse and progressive ecommerce/online marketing experience.

• Minimum 5 years of direct CRM experience, managing and executing email programs for consumer products with a major Email Service Provider or CRM platform (E.g. Responsys, Adobe Campaign).

• Experience managing a sizeable (3+) team is mandatory.

• Proven experience in setting up robust operations with clear visibility into throughput and SLA measurements.

• Excellent project management skills with an ability to set and achieve goals, meet deadlines, and multitask in a fast paced environment.

• Analytical thinker with a depth of knowledge in digital analytics, campaign tracking and ROI metrics .

• Experience with A/B and more complex communication testing required.

• Experience in conceptualizing and implementing marketing plans.

• Strong Excel and data modeling skills.

• Requires a Bachelor’s degree or equivalent.

We are an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation. Click Here to view the NBCUniversal Candidate Privacy Statement.

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Director, CRM Operations

Beverly Hills, CA

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Beverly Hills, CA

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