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CRM Operations Analyst Job

DATE: Jul 28, 2017

CITY: Columbus, OH, US, 43219

Company: DSW

Req #: 73461 
Location Name: Home Office, Columbus 
Department: Marketing 


At DSW, we believe in the power of shoes. We understand shoes bring out something great from within, and since 1991 we've been helping everyone feel the rush of finding that perfect pair. So when you work for DSW, you become a part of all that. A family whose core values are comprised of passion, accountability, collaboration, and humility. You become one of us, You become a Shoe Lover!


CRM Operations Analyst


Basic Function:

The CRM Operations Analyst is responsible for developing, executing, proofing, delivering and reporting on segmentation data for all marketing campaigns including direct mail, email, and SMS. Identify process and automation improvements to enhance operational success and improve the customer experience. This position will report to the Manager, CRM Operations.


Essential Functions:

  • Collaborate with CRM Strategy and Advanced analytics to generate applicable segmentation & targeting
  • Develop and generate data for all marketing ventures (direct mail, email, App & SMS)
  • Quality control of all campaign build and data to ensure accuracy and appropriateness
  • Communicate new campaigns, shifts in business, testing and output file delivery to multiple vendors
  • Identify and develop segmentation, communicate improvements and apply learnings to enhance the customer experience, team efficiency and future campaign effectiveness
  • Develop knowledge of CRM tools and best practices including TRM, OCCM, Responsys, Aprimo & ATG
  • Use and continue to develop automation improvements that support business objectives
  • Work in a QA and testing environments to validate promotional offers on the website and in the EDW
  • Daily UAT and proofing of all direct mail, email and SMS campaigns
  • Day to day campaign monitoring to ensure successful delivery
  • Reporting on campaign interaction data
  • Setup promotional offers outside the realm of segmentation which includes authorization and barcode creation


Job Requirements:

  • Skills
    • Ability to thrive in a highly quantitative, fast-paced environment with changing business needs
    • High degree of initiative, responsibility and ownership
    • Ability pick up process and knowledge quickly and apply those learnings
    • Detail-oriented and meticulous with strong organizational skills
    • Ability to effectively prioritize and manage multiple projects simultaneously while meeting expected deadlines.
    • High degree of analytical knowledge including the ability to identify and proactively solve problems
    • Capacity to work in a multi-team environment, in which various business partners require action and support
    • Excellent written and verbal communication skills
    • Proficient in MS Office and highly proficient in MS Excel
    • Capable of working with multiple 3rd party vendors for email, direct mail & SMS campaign creation
    • Ability to work extended hours outside the norms of business
  • Education
    • Undergraduate degree in business, marketing or statistics
  • Experience
    • 3-5 years’ experience in a financial or marketing operational/analytical role
    • Retail experience is a plus
    • Reporting, query tools, Teradata and SQL is a plus
    • Direct Mail, Email and SMS campaign building is a plus

DSW believes that all persons are entitled to equal employment opportunities. We do not discriminate against any protected class including race, color, religion, religious creed, gender, sex, national origin, age, physical disability, mental disability, medical condition (defined as genetic information or impairments related to cancer), ancestry, marital status, family care leave, military and veteran status, citizenship status, sexual orientation, gender identity, gender expression, genetic information, or based on any protected category under federal, state, or local laws. DSW also makes reasonable accommodations for qualified applicants and associates with disabilities unless doing so creates an undue hardship, in accordance with all legal requirements. Any applicant or associate who requires an accommodation to perform the essential functions of the job should contact Human Resources to request that accommodation. 


Nearest Major Market: Columbus

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