Head of Marketing Operations at Favor

| Austin | Remote
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We are looking for a Head of Marketing Operations to lead the team tasked with the production and deployment of all CRM, promotion and incentive campaigns to support Customer and Runner growth and retention. This role will report into the Sr. Director, Integrated Marketing and will help support technology implementation, campaign/journey mapping, and process improvements to achieve overall CRM and marketing goals!

Responsibilities:

  • Build out the marketing operations team through recruitment, hiring and coaching.
  • Manage the marketing operations team and facilitate process driven collaboration with other key stakeholders across the organization to ensure planning, implementation, and execution of omni-channel campaigns. 
  • Provide leadership and technical expertise to the Marketing Operations team on a day to day basis, ensuring success of campaign goals.
  • Develop and optimize scalable processes and other key performance indicators to ensure the team is deploying work in an efficient, timely, and high quality manner for Email, Push, SMS, and In-app channels.
  • Coordinate schedule coverage of the marketing operations team across peak business hours including nights and weekends to support real-time business needs.
  • Cultivate a zero error rate culture on the team by implementing repeatable processes and programs. 
  • Design, implement, and evolve process flows for campaign production, ensuring on time and quality delivery.
  • Create and execute new processes to improve marketing automation efficiency and effectiveness. 
  • Identify and refine planning and operational solutions to continually improve team efficiency and effectiveness and increase marketing communications delivery and optimization.
  • Create strong relationships with internal teams including Marketplace Balance, CRM, Product and Business Analytics to align on needs and expectations.
  • Lead regular meetings to create accountability plan across teams, document usage plans, resources needed, and assess effectiveness.
  • Communicate regularly with stakeholders on schedules, new platform capabilities, campaign and channel insights, etc.
  • Work closely with the Sr. Director of Integrated Marketing, CRM and Creative leadership on resource planning to handle total workload on all content creation and production for campaign needs.
  • Oversee digital asset management process related to campaign execution for applicable channels. 
  • Monitor performance metrics to drive activation, engagement, retention & reactivation by analyzing channel level campaign performance, contact database health and process effectiveness.
  • Build processes working with campaign and channel analytics in collaboration with the CRM planning team and business analytics to deliver campaign reporting.

Requirements:

  • Bachelor’s degree or equivalent experience.
  • 3+ years leading a team of Marketing/CRM/Operations professionals.
  • 5+ years deploying CRM campaigns (Email, Push, SMS, In-app) using an enterprise Campaign Management solution or ESP, such as Braze or similar platform. 
  • Experience managing CRM projects from end to end.
  • In-depth knowledge of CRM, marketing automation and personalization programs including strategy, technology and operational execution.
  • Understanding of best practices in development and delivery of CRM communications.
  • Expert knowledge of HTML and CSS.
  • Familiarity with CRM and marketing automation programs and processes.
  • Experience building, motivating and leading teams to successful results while improving functions and processes.

Ideal Candidate:

  • Process and detail oriented individual with a passion for digital marketing, customer communication strategy and technology platforms. 
  • The ability to work in a high pressure environment where prioritization is a requirement.
  • Ability to learn rapidly and take advantage of new concepts, business models and technologies.
  • Experience managing production and execution for 3rd party paid media +on-site Owned & Operated media is a plus. 
  • Outstanding written, verbal, presentation and interpersonal skills, with an ability to communicate clearly, both in writing and verbally. 
  • Positive attitude and solution-oriented approach to work.

At Favor, we believe that to Run Texas, we need to represent Texas. By putting Community First, we honor the diversity of our backgrounds and experiences through sharing our unique voices. Our community grows when we challenge ourselves to learn and see the world from another’s view. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • RedisDatabases
    • RedshiftDatabases

Location

Our HQ, the Eastside Tech Hub, is located in the heart of East Austin with close proximity to downtown and easy access to I-35.

An Insider's view of Favor

How would you describe the company’s work-life balance?

Favor truly talks the talk and walks the walk when it comes to prioritizing team members’ personal lives, mental health, and work-life balance. Especially with all of the challenges that last year brought, Favor created even more opportunities for team members to relax, recharge, and focus on mental health and overall wellness.

Amanda Going

Account Executive, Sales

How has your career grown since starting at the company?

Even after all these years, it’s amazing to know that career growth is really not just a bullet point at Favor, but an actual focus where steps for professional and personal development are provided from day one. I’ve only seen Favor’s dedication to career growth grow since the day I joined the team.

Arielle LaGuette

Sr. Manager, Sales

How do you empower your team to be more creative?

Open communication and continuous collaboration amongst team members are critical components to unlocking creativity and driving success. At Favor we value everyone’s input and perspective and know that our diversity and desire to constantly test, learn and improve helps us deliver our most impactful and creative work.

Matt Schmertz

Director, Integrated Marketing

What are Favor Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Stocked Kitchen
Happy Hours
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