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Director, Digital Media - CRM Operations


San Bruno, California
posted January 8, 2021

In our continuous efforts to build a best-in-class Marketing organization, we are looking to hire a Director – CRM Operations. Reporting to the Senior Director, CRM & Lifecycle Management and working closely across Marketing, Product and Engineering, you will be responsible for the operational excellence for all emails, SMS, push and in-app messaging that we send to millions of our customers.

Key Responsibilities

  • Be the thought leader with a vision to build a world class CRM operations function at a large scale
  • Drive a multi-quarter strategic roadmap that continually improves the quality, efficiency and capabilities of Walmart’s customer communications platform
  • Regularly communicate to executives and senior leaders on all KPIs associated with platform improvements, database health and operational excellence
  • Coach and mentor a team of highly effective deployment and QA specialists managing all large scale automated and ad-hoc customer communications
  • Act as the primary CRM technology consultant throughout the company on platforms, capabilities and campaigns that impact the end customer experience
  • Partner with Product to outline optimal systems architecture and systems integration to better target and deliver communications
  • Identify and onboard third party tools to enhance our marketing tech stack
  • Empower and enable marketing teams to achieve business goals through communication
  • Partner with key stakeholders within internal platform Engineering teams and drive the evolution and enhancements of Walmart’s communications tools
  • Document learnings from experiments and live campaigns to build a CRM Best Practices Playbook that can be used as a reference by every part of the business


  • BS or technical degree, or equivalent practical experience
  • Minimum of 10+ years experience in the marketing technology space
  • Previous people management / team lead experience required
  • Strong technical background and conceptual or working knowledge of HTML, CSS, SQL, scripting languages, etc.
  • A track-record of defining successful roadmaps involving marketing operations, systems integration and customer communication
  • Hands on experience with CRM technology including ESPs, segmentation tools, and complex data structures and systems
  • Excellent project management, problem-solving and communication skills with the ability to balance rigorous attention to detail with swift execution
  • Goal oriented with the ability to move quickly and easily between high level strategy and rolling-up-sleeves for execution

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications: Bachelor’s degree in Marketing, Business, or related field and 6 years’ experience in marketing or related field OR 8 years’ experience in marketing or related field. 3 years' supervisory experience.