Manager, Customer Marketing Operations

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Position Purpose:

Our Customer Marketing Team has an exciting opportunity for a Manager of Customer Marketing Operations.  The selected candidate will lead a team focused on data segmentation, project management, and continuous improvements to support Program Campaigns of product and service offers to create win-win relationships for our existing customers and for our company.

J.D. Power and Associates have recognized our company for its outstanding focus on its customers.  The right person for this position will have a demonstrated commitment to the customer and will combine this with a drive for business results, which on Customer Marketing Ops team revolve around:

• On Time Campaign Segmentation and Execution
• Quality and Accuracy of Campaign Segmentation and Execution
• Process Improvement identification and implementation
• Infrastructure Enhancements to support program campaigns
• Campaign business results

Primary Duties and Responsibilities:

• Manage a team that executes some of our communication projects to existing and potential T-Mobile customers thru various channels (Direct Mail, Outbound Calling, email, SMS and web channels)
• Responsible for efficient productivity of Operations team  - drop executions on time and on budget with high quality working with internal and external vendors
• Project manage the execution of specific program campaigns including campaign creative, fulfillment, training and communication
• Execute segmentation to ensure alignment with objectives, targets, test plan; campaign creative; fulfilment; and training as needed.
• Drive improvements to project management and segmentation execution thru processes and tools
• Track and report on budget for assigned programs
• Manage external channel vendors and agencies
• Work Cross Functionally with Retention, Care, Retail, EIT, Engineering, 3rd Party Vendors, Finance and Business Operations
• Work with Customer Marketing, Marketing Operations, Customer Marketing Analytics
• Interact with various levels of the Organization including Sr. Managers, Directors plus some Sr. Directors and VP’s.

Functional/Technical Skills:

• Strong operational skills including organization and process skills, and project management experience
• Proven ability to negotiate scope of projects and prioritization
• Ability to manage multiple initiatives concurrently
• Understanding of Marketing objectives and needs, and demonstrated success with executing campaigns using customer segmentation
• Experience working with agencies and managing vendors
• Ability to work with cross-functional units and teams to deliver objective
• Strong internal and external networking skills
• Disciplined and analytical thinker
• Skilled in making effective presentations
• Ability to positively interact with individuals at all levels of the organization
• Creative thinker and problem solver.

Experience:

• Direct Marketing Experience (preferred)
• Wireless Experience (preferred)
• Successful track record of coaching and leading teams in operational and project execution
• 5+ years of experience
• People Management and Department Management Experience
• Needs to be flexible and adept at shifting direction
• Flexible and adept at managing in a highly fluid environment

Education:

• Bachelor’s Degree.  MBA preferred.