Marketing Operations Manager (CRM & AI)

Location: Durham, NC (Hybrid)

ABOUT US:

Victra is Verizon’s largest premium retailer in the United States. We thrive on collaboration, innovation, and performance. Our mission is to “Connect technology to life in a trustworthy, fun, and profitable way.” We work closely with Verizon and our brand partners to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and revenue.

JOB DESCRIPTION:

The Marketing Operations Manager (CRM & AI) is responsible for owning Victra’s CRM strategy and leveraging AI and automation to improve marketing performance.

This role sits at the intersection of customer data, CRM execution, and AI-driven automation. It is focused on building scalable systems across email, SMS, and the CDP that drive revenue, improve efficiency, and enable personalized customer engagement.

This is not only a campaign execution role, but owns how CRM and AI work together to drive business outcomes.

KEY RESPONSIBILITIES:

CRM Strategy & Lifecycle Management

• Own the end-to-end CRM strategy across email, SMS, and lifecycle programs
• Build and optimize customer journeys across acquisition, onboarding, engagement, and retention
• Define segmentation and targeting strategies using customer data
• Ensure CRM programs are aligned to revenue, ROAS, and incremental profit goals

AI, Automation & Process Improvement

• Identify and implement opportunities to improve CRM performance through AI and automation
• Lead the adoption of AI tools to support campaign execution, personalization, and content generation
• Develop and scale automated workflows that improve speed, quality, and consistency
• Partner on the development and use of AI agents to support marketing operations

Data, CDP & Personalization

• Own how CRM connects to the CDP and broader marketing data ecosystem
• Ensure data accuracy, consistency, and usability across systems
• Translate customer data into actionable segmentation and personalization strategies
• Partner cross-functionally to improve first-party data capture and usage

Reporting & Analytics

• Define and track key CRM performance metrics (engagement, conversion, revenue contribution)
• Build reporting that clearly communicates performance and optimization opportunities
• Ensure data integrity across dashboards and reporting outputs
• Use insights to continuously improve customer engagement and revenue outcomes

Process, Scale & Execution

• Build repeatable processes that allow CRM programs to scale efficiently
• Standardize campaign planning, execution, and measurement frameworks
• Reduce manual work through automation and improved workflows
• Coordinate with internal teams and external partners to ensure aligned execution

What This Role Drives

• CRM becomes a primary driver of revenue and incrementally drives gross profit
• Marketing execution becomes more automated, scalable, and efficient
• Customer engagement becomes more personalized and data-driven
• AI is embedded into everyday marketing operations

WHAT WE ARE LOOKING FOR:

• 5+ years of experience in CRM, marketing operations, or lifecycle marketing
• Hands-on experience with HubSpot
• Experience executing and optimizing email and SMS campaigns
• Strong understanding of segmentation, targeting, and lifecycle strategy
• Strong organizational and project management skills
• Ability to manage multiple priorities and drive work forward independently

Preferred Qualifications

• Experience implementing AI or automation in marketing workflows
• Familiarity with CDP environments and customer data integration
• Experience in multi-location retail or high-volume B2C environments
• Experience managing vendors or external partners
• Familiarity with marketing compliance requirements (e.g., CAN-SPAM, TCPA)

WHY JOIN US?

• Paid training and career development opportunities.
• Comprehensive health, dental, and vision insurance.
• 401k retirement plan.
• Tuition reimbursement.
• Employee discounts on Verizon services.
•  Referral bonuses and exciting contests.
• Career pathing opportunities.

EQUAL OPPORTUNITY EMPLOYER

We are proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.