CRM QA Lead: Email & Journey Quality Control

H&R Block, Inc.; Missouri; On-site; USD 73,000 - 110,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Life-long learning

Job summary

H&R Block, Inc. is seeking a Senior QA Analyst - CRM to ensure the quality and accuracy of customer communications across email and CRM marketing channels.

You will validate campaigns before deployment and collaborate with CRM Operations, Design, Copywriting, GTM, Data Management, Analytics, and Tech teams. Role requires 5+ years in QA/marketing operations, strong knowledge of SFMC/AJO, and a detail-oriented, cross-functional collaborator mindset.

Qualifications

• Bachelor’s degree in Marketing, Business, IS, Communications, CS, or related field.
• 5+ years in QA, marketing ops, CRM execution, or related.
• Experience testing email campaigns, journeys, or CRM communications.
• Familiarity with SFMC, AJO, or similar platforms.
• Understanding CRM campaign execution & lifecycle marketing best practices.
• Experience validating email rendering, personalization, dynamic content, and targeting.
• Strong attention to detail in fast-paced environments.
• Cross-functional collaboration with marketing, creative, operations, data, and tech teams.
• QA methodologies, test planning, test cases, defect tracking, root cause analysis.

Responsibilities

• Perform end-to-end QA reviews for CRM campaigns (email, journeys, triggered communications).
• Validate campaign builds within SFMC, AJO, and related platforms.
• Review email content, layouts, personalization, and targeting for accuracy.
• Partner with CRM Operations to ensure requirements match approved specs.
• Collaborate with Email Design to validate templates across devices/clients.
• Work with Copywriting to ensure accurate and on-brand content.
• Validate audience targeting with Data Management teams.
• Execute testing of journeys, communications, decision logic, deployment workflows.
• Verify tracking, reporting, suppression logic, and configurations pre-launch.
• Identify, document, prioritize, and communicate defects and risks.
• Support UAT and production readiness reviews for campaigns.
• Maintain QA docs, testing procedures, and defect logs.
• Participate in launch reviews and post-launch validation.
• Collaborate with GTM, Tech, Analytics to resolve production issues.
• Identify ways to improve testing efficiency and quality controls.
• Stay current on CRM platform functionality and email best practices.

Skills

QA

CRM ops

SFMC

AJO

Testing

Education

Bachelor's degree

Tools

Litmus

Email on Acid

Salesforce Marketing Cloud

Adobe Journey Optimizer

Job description

H&R Block, Inc. is seeking a Senior QA Analyst - CRM to ensure the quality and accuracy of customer communications across email and CRM marketing channels.

You will validate campaigns before deployment and collaborate with CRM Operations, Design, Copywriting, GTM, Data Management, Analytics, and Tech teams. Role requires 5+ years in QA/marketing operations, strong knowledge of SFMC/AJO, and a detail-oriented, cross-functional collaborator mindset.