CRM Campaign Operations Associate London, England
Job description
We are seeking a skilled Campaign Operations Associate to manage, build and execute multichannel campaigns across our Customer Lifecycle.
The Campaign Operations Associate will work closely with the Campaign Operations Manager, Comms Technical Lead and cross-functional teams across marketing, customer experience, content, customer support and product to deliver best in class CRM campaigns.
This position provides a unique opportunity to operate in a start-up-like environment within the firm. We work in a hyper-collaborative way in which we value and expect the following behaviors:
- Put customers first
- Value common sense and simplicity over complexity
- Make decisions quickly and move nimbly
- Celebrate diverse ideas
- Succeed and fail together as part of a team
- Owning the day-to-day tasks and proactively engaging with relevant squads by supporting and advising on CRM best practices
Key Responsibilities
- Multichannel campaign management; build, set up and test of CRM campaigns for all channels (email/SMS/in-app/push)
- Manage real time-based comms within the CRM platform by managing and supporting different squads with the testing and execution
- Design and launch complex automated campaigns using our internal and external tools
- Ensure projects and campaigns are delivered on time, while adhering to internal processes
- Play-booking and documentation, keeping in mind that the learnings from today will pave the way for growth
- Supporting Customer Support with customer communications queries
Compliance/Control/Reporting
- Accountable for ensuring legal/compliance/risk and control requirements are met for all campaigns and appropriate approvals are obtained
- Report and track campaign and channel performance, and help to improve KPIs for all campaigns
- Build and manage bespoke reporting and alerts
- Proactive monitoring of deliverability and failed communications; escalating when necessary
Key Qualifications & Experience
- BA/BS degree, ideally in marketing or business-related degree
- Analytical mindset with high attention to detail
- Self-starting attitude with good organisational skills
- Minimum 3 years' experience in email marketing, CRM, customer communications - ideally in highly regulated markets
- Experience in Retail Banking or the financial industry preferable
- Experience delivering, managing and optimising customer journeys and real-time communications
- Proven experience in managing end-to-end campaigns development and execution within a fast-paced environment
- Experience in delivering campaign testing & optimisation plans
- Experience with lifecycle trigger automation and customer data segmentation
- Well versed using ESPs such as Adobe Campaign Classic preferable
- Experience working in agile environment preferable
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
