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Sr. CRM Manager Experian Consumer Services Inactive job
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United States
Costa Mesa
5 years of experience
Bachelor education
40 hours per week
Information Services
10,001+ employees
15 holidays
Dental Insurance
Medical Insurance
Vision Insurance
Pension Plan
Paid maternity/paternity leave
Development budget
MS Excel
MS Office

Job Description

Experian Consumer Services (ECS) CRM team is seeking a Senior CRM Operations Manager. As the ideal candidate, you’ll bring hands-on experience and deep industry knowledge related to marketing technology, data, and processes used in the development and execution of outbound digital communications (email, mobile push, and SMS). You should be comfortable in a complex and consistently evolving environment where new consumer products and services are regularly introduced. Your strong organizational skills and innate pursuit for operational excellence will be essential in managing the development/execution of a high volume of marketing campaigns and service communications. As Senior Manager, you’ll be a critical leader in project quality, scope/risk management, and operational efficiencies. Your excellent communication skills and professionalism will help you build strong partnerships with CRM Strategy colleagues, product managers, and our IT team to understand business objectives and ensure projects are completed successfully and on time. While naturally methodical, you are adaptable in meeting changes to a situation or as business needs demand. You are clear and open with your team, your colleagues, and your leaders in discussing challenges and areas of opportunity. You’re able to remain calm under pressure and inspire and motivate your team to do the same. You conduct yourself confidently, professionally, and respectfully with colleagues at all levels and value building strong working relationships throughout the organization.

Experian Consumer Services provides credit education and identity protection solutions to consumers and helps businesses manage the impact of a data breach. This group is divided into two divisions; the Direct-to-Consumer team provides these solutions directly to consumers while the Partner Solutions team empowers companies to provide these solutions to their consumers.

Whether it is directly through our apps/websites or via one of our partners, consumers now have direct access to valuable credit education and identity protection solutions that help them protect their personal information. We are also the leader in Global Data Breach services, helping businesses for over 15 years.

What You’ll Be Doing

As Senior Manager of CRM Operations, your experience in end-to-end campaign development and best practices will contribute to your success in the project management of large-scale, multi-channel, customer-centric communications. Responsibilities for this position include:

  • Leading daily operations for the CRM team.
  • Maintaining and managing progress, risks, timelines, and deliverables of CRM campaigns.
  • Maintaining campaign deployment calendars, development cycle workflows, technical and operational process flows.
  • Working with the development team on assessing the scope and breaking down project work.
  • Documenting, coordinating, and managing cross-team dependencies to keep projects on track.
  • Providing status updates on project accomplishments to key stakeholders.
  • Escalating risks, roadblocks, or issues to project stakeholders in a timely manner.
  • Facilitating scrum ceremonies including (but not limited to) daily stand-up, grooming, planning, retrospective.
  • Managing team workload and communication via Jira Kanban boards, Structure boards, and Slack channels.
  • Ensuring the team is following operational workflows, quality assurance guidelines, change management processes, and incident management procedures.
  • Facilitating project conversations between project team members as needed.
  • Monitoring team velocity metrics to track team performance and output.
  • Contributing to a culture of process improvement and eliminating inefficiencies.
  • Supporting center of operational excellence which includes identifying innovation opportunities.
  • Working with team members to resolve personal conflicts quickly before they escalate and affect team dynamic and productivity.
  • Serve as a role model in building and fostering a positive and inclusive work environment.
  • Coordinating resource onboarding/offboarding, training, and work schedules.
  • Liaising with vendors, management, and procurement team on professional services/software contracts, purchase requisitions/orders, contractual amendments, security risk assessments, and invoice payments.


  • 5+ years of campaign development and project management at an operational level, preferably in a subscription/retention business model.
  • Knowledgeable in the fundamentals of Agile development methodologies and measurable process improvement.
  • Demonstrated experience leading complex, data-intensive, marketing, and technical projects.
  • Proficient in the use of SQL, HTML, and scripting languages.
  • Hands-on experience building multi-channel user journeys in marketing automation and email delivery platforms involving complex data segmentation and personalization
  • Ability to interact professionally and confidently with colleagues at all levels, including senior and executive management with clear and confident written, oral, and presentation skills.
  • Ability to work effectively both independently and as part of a team.
  • Experience using the Atlassian application suite (Confluence, JIRA) is preferred.
  • Experience with Wrike, Lucidchart, Tableau desired, not required.
  • Enjoys collaboration with diverse teams & stakeholders.
  • Outstanding communication and organizational skills.
  • Unquestionable personal code of ethics, integrity, honesty, and trust.
  • Bachelor’s degree in Computer Science, Business Administration, or related areas.
  • Project Management Professional certification is preferred.


  • Experian employees have the option of working remotely or in our offices.
  • Three weeks of vacation, five sick days, and two volunteer days (plus twelve paid holidays).
  • Competitive pay and comprehensive benefits package.
  • Flexible work schedule
  • The people-focused culture where personal and professional growth is prioritized.
  • Recognition and celebration of performance and achievements.
  • Power to bring your whole self to work – where your differences and values will be respected and celebrated.
  • Employee Resource Groups are set up and run by employees, for employees. These networks build, celebrate, and further understanding of the diverse identity and experiences within Experian, in support of our commitment to diversity and inclusion.
  • International network of peers; mentorship programs.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.

Experian U.S. employees are required to be fully vaccinated for COVID-19.

475 Anton Blvd
CA 92626
Costa Mesa
United States