CRM Operations & Marketing Enablement Lead (Director)

Summary

The CRM Operations & Marketing Enablement Lead (Director) is a strategic and operational leader responsible for managing the systems, data, and workflows that power customer relationship marketing. This role owns ESP and CDP platform operations, drives audience creation and real‑time personalization, and orchestrates automated multi‑channel customer journeys. The leader partners with CRM, marketing, data, engineering, and MarTech teams to enable scalable, data‑driven campaign execution.

Responsibilities

• Own day‑to‑day operations and roadmap for ESP and CDP platforms, including governance, permissioning, QA, and system configuration.
• Manage data ingestion, identity resolution, customer profiles, catalog updates, and integrations with internal and vendor teams.
• Develop and implement complex audience segmentation and targeting logic using event, behavioral, and predictive data.
• Build and optimize automated, multi‑channel journeys (email, SMS, media) and real‑time triggers.
• Partner with analytics, creative, and marketing teams to validate data, support testing frameworks, and measure performance.
• Lead a team of CRM operations specialists, create enablement programs, and drive operational best practices and platform optimization.

Requirements

• 8+ years of experience in CRM operations, marketing technology, or lifecycle marketing.
• Hands‑on experience with ESP and CDP platforms (experience with Zeta preferred).
• Strong knowledge of email and SMS execution, deliverability, compliance, and journey orchestration.
• Proven ability to translate marketing strategy into technical audience logic and data requirements.
• Experience managing integrations, data feeds, and partnership with engineering/MarTech teams.
• Team leadership experience and ability to develop training and enablement programs.