Campaign Operations Specialist

3 days ago

London, Greater London, United Kingdom JP Morgan Chase Bank, National Association Full time
About the Role

We are seeking a skilled Campaign Operations Specialist to manage, build and execute multichannel campaigns across our Customer Lifecycle. The ideal candidate 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.

Key Responsibilities
  • Multichannel Campaign Management: Develop, set up, test, manage distribution schedules and analyze engagement metrics for CRM campaigns across all channels (email/SMS/Customer Notice/push/In-app).
  • Real-Time Communication Management: Manage real-time-based comms within the CRM platform by supporting different squads with testing and execution.
  • Data Accuracy: Ensure data accuracy and integrity.
  • Cross-Functional Collaboration: Coordinate with cross-functional teams to deliver campaigns.
  • Campaign Optimization: Optimize campaigns for customer engagement and retention.
  • Regulatory Compliance: Adhere to relevant regulations and controls.
  • Automated Campaign Design: Design and launch complex automated campaigns using internal and external tools.
  • Project Delivery: Ensure projects and campaigns are delivered on time, while adhering to internal processes.
  • Documentation and Knowledge Sharing: Document learnings and best practices to support growth.
  • Customer Support: Support Customer Support with customer communications queries.
Compliance, Control, and Reporting
  • Regulatory Compliance: Ensure legal/compliance/risk and control requirements are met for all campaigns and obtain necessary approvals.
  • Campaign Performance Tracking: Report and track campaign and channel performance to improve KPIs.
  • Bespoke Reporting: Build and manage bespoke reporting and alerts.
  • Deliverability Monitoring: Proactively monitor deliverability and failed communications, escalating when necessary.
Key Qualifications and Experience
  • Education: BA/BS degree, ideally in marketing or business-related field.
  • Analytical Mindset: Analytical mindset with high attention to detail.
  • Self-Starting Attitude: Self-starting attitude with good organizational skills.
  • Experience: 3 years' experience in email marketing, CRM, customer communications, preferably in highly regulated markets.
  • Industry Experience: Experience in Retail Banking or the financial industry, preferably.
  • Campaign Management: Proven experience in managing end-to-end campaigns development and execution within a fast-paced environment.
  • Campaign Testing and Optimization: Experience in delivering campaign testing & optimization plans.
  • Lifecycle Trigger Automation: Experience with lifecycle trigger automation and customer data segmentation.
  • ESPs: Well-versed in using ESPs such as MoEngage, Mailchimp, Braze, and Salesforce, preferably.
  • Agile Environment: Experience working in an agile environment, preferably.

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