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. #J-18808-Ljbffr