CRM Operations Manager

H&R Block, Inc.; Northern (KY); Hybrid; USD 82,000 - 122,000; Full time

Benefits offered by this job

401(k) Plan

Employee Assistance Program

Associate Discount Program

Health benefits

Job summary

H&R Block, Inc. is seeking a CRM Operations Manager to execute customer lifecycle campaigns across email and CRM channels, supporting engagement, retention, and revenue growth.

The role blends marketing operations with rigorous QA and governance, leveraging SFMC and Adobe Journey Optimizer. You will partner with Marketing, CRM Strategy, Email Design, Copywriting, QA, GTM, Analytics, and Technology teams to build, test, and deploy campaigns using templates, modular content, and audience

Qualifications

• Bachelor's degree in Marketing, Communications, Business, Information Systems, or a related field.
• 5+ years of experience in CRM operations, email marketing, campaign execution, or marketing automation.
• Hands-on experience with SFMC, AJO, or similar platforms.
• Experience building and executing email campaigns using templates and modular content systems.
• Understanding of email marketing best practices and audience segmentation.
• Experience collaborating with creative, copywriting, QA, marketing, and technology teams.
• Strong attention to detail and ability to manage multiple campaigns.
• Knowledge of email rendering, testing methodologies, and QA processes.
• Strong organizational, communication, and project management skills.
• SFMC, AJO, or related certifications are a plus.

Responsibilities

• Build and deploy CRM campaigns using approved templates, modules, and content components in SFMC and AJO
• Configure and execute email campaigns, customer journeys, triggered communications, and audience-targeted initiatives
• Translate creative assets into production-ready customer communications
• Partner with Email Design Leads to implement email designs accurately across templates and platforms
• Collaborate with Copywriting teams to ensure messaging is implemented correctly
• Work closely with QA to validate functionality, rendering, personalization, and audience targeting before deployment
• Coordinate with GTM teams to support campaign schedules and launch readiness
• Configure audience segments, dynamic content, links, personalization, and tracking parameters
• Partner with Data Management teams to validate audience selections and ensure customer segments are accurately configured and activated for campaign execution
• Conduct end-to-end testing across devices and email clients
• Execute campaign deployments according to established processes and governance standards
• Monitor campaign execution and troubleshoot issues
• Maintain campaign documentation and production schedules

Skills

Attention to detail

Project management

Communication

Education

Bachelor's degree in Marketing/Communications/Business/IS

Tools

SFMC

AJO

Job description

About the Role

At H&R Block, the CRM Operations Manager role is responsible for executing customer lifecycle and promotional marketing campaigns across email and other CRM channels that support customer engagement, retention, and revenue growth. This role combines marketing operations expertise with strong attention to detail, ensuring campaigns are built, tested, and deployed accurately and efficiently using enterprise marketing technology platforms. Reporting into Marketing, this role partners closely with CRM Strategy, Email Design, Copywriting, Quality Assurance, Go-to-Market (GTM), Analytics, and Technology teams to bring campaigns to life. The CRM Operations Specialist leverages established templates, modular content frameworks, and campaign requirements to build and execute customer communications within Salesforce Marketing Cloud (SFMC) and Adobe Journey Optimizer (AJO).

Day to day, you'll...

• Build and deploy CRM campaigns using approved templates, modules, and content components in SFMC and AJO
• Configure and execute email campaigns, customer journeys, triggered communications, and audience-targeted initiatives
• Translate creative assets into production-ready customer communications
• Partner with Email Design Leads to implement email designs accurately across templates and platforms
• Collaborate with Copywriting teams to ensure messaging is implemented correctly
• Work closely with QA to validate functionality, rendering, personalization, and audience targeting before deployment
• Coordinate with GTM teams to support campaign schedules and launch readiness
• Configure audience segments, dynamic content, links, personalization, and tracking parameters
• Partner with Data Management teams to validate audience selections and ensure customer segments are accurately configured and activated for campaign execution
• Conduct end-to-end testing across devices and email clients
• Execute campaign deployments according to established processes and governance standards
• Monitor campaign execution and troubleshoot issues
• Maintain campaign documentation and production schedules

Required Qualifications

• Bachelor's degree in Marketing, Communications, Business, Information Systems, or a related field
• 5+ years of experience in CRM operations, email marketing, campaign execution, or marketing automation
• Hands-on experience with SFMC, AJO, or similar platforms
• Experience building and executing email campaigns using templates and modular content systems
• Understanding of email marketing best practices and audience segmentation
• Experience collaborating with creative, copywriting, QA, marketing, and technology teams
• Strong attention to detail and ability to manage multiple campaigns
• Knowledge of email rendering, testing methodologies, and QA processes
• Strong organizational, communication, and project management skills
• SFMC, AJO, or related certifications are a plus

Why work for us

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

Pay Range Information

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan.Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

Pay Range

$81,600.00 - $122,400.00/Yr.

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