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Description

Customer Trust External Relations (CTXR) ensures global thought-leaders, brands, policymakers, regulators, and media understand how Amazon delivers Earth's safest and most trustworthy shopping experience by (1) building, accelerating and strengthening third-party, influential relationships and partnerships all over the world to address customer trust issues, (2) delivering evidence and telling stories that persuasively demonstrate the reality of the customer-obsessed tools our teams build to protect our customers, brands, and selling partners, (3) serving as a “voice of the customer” for product and tech teams, and (4) partnering with key leading brands to not only solve material pain points, but jointly discuss hot topics and share information on industry trends.

As a Senior Marketing Operations Manager, you will serve as the product owner for the CTXR team’s CRM and marketing automation platforms, leading the design, implementation, adoption, and ongoing performance of CRM and marketing automation-based solutions, ensuring overall alignment with business goals. You will work closely with senior leaders and technical teams to drive clarity and consensus on priorities to deliver scalable solutions that meet business requirements and drive measurable impact.

Key job responsibilities

Building and scaling CRM solutions that help to track, measure, and analyze a complex and dynamic engagement team

Tracking key performance indicators to identify improvement opportunities and provide actionable insights to leadership to support business goals

Leading ongoing data and system integration efforts, including data feeds and integration apps

Optimizing and automating email and marketing efforts using marketing automation tools, with a focus on best practices and delivering results

Proactively monitoring, documenting, and developing program mechanisms, including training, to support a global team of system stakeholders, while maintaining a high bar for security and overall system health.

Basic Qualifications

- 7+ years defining and delivering technology-based solutions for senior stakeholders that provide high ROI

- 7+ years CRM administration and program management experience (Salesforce required), including time spent managing technical teams or developers

- 3+ years marketing automation administration and program management experience (preferably Pardot)

- Strong understanding of Salesforce and email marketing/marketing automation architecture, data models, and security framework

- Exceptional oral and written communication abilities, including experience developing written documents in a professional setting

Preferred Qualifications

- Experience with customer segmentation, profiling, and targeting, including using SQL or other analytical tools for conducting data analysis

- Experience driving direction and alignment with large cross-functional teams and agency partners

- Experience working with high-volume communication tracking, including case, help, or product support queues within a CRM system

- Experience driving successful and scalable user training, documentation, and usage within a technology platform

- Experience with AWS tools

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $128,600/year in our lowest geographic market up to $212,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.