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Specialist, Campaign Operations - Digital & CX
About the position
CHANEL is now hiring a Specialist, Campaign Operations - Digital & CX in New York City. We are seeking a highly organized and detail-oriented Campaign Operations Specialist to support the development and execution of email marketing campaigns in Salesforce Marketing Cloud (SFMC). This Campaign Operations Specialist position sits within the Digital and Client Experience (CX) organization and bridges creative, marketing, client intelligence and technical teams – ensuring exceptional delivery, organizational rigor and dynamic personalized content. This is an exciting opportunity for someone passionate & experienced in digital marketing, client engagement, and operations to deliver exceptional client experiences. The ideal candidate will have a minimum of two years of hands-on experience in Salesforce Marketing Cloud (SFMC), email marketing, ecommerce, and CRM within the premium or luxury retail industry. SFMC experience, Google Analytics, HTML Email Marketing, and a minimum of 2 years of digital campaign marketing experience required.
Responsibilities
- Support planning and end-to-end production of email campaigns—from briefing to deployment.
- Work with third-party partners and internal teams to build high-quality emails; identify opportunities to optimize template design and help maintain a modular, responsive, reusable template system aligned with CHANEL brand standards.
- Develop dynamic campaign experiences using HTML, CSS, AMP script, and SFMC scripting tools.
- Partner with Campaign Manager to align strategy, timing, and priorities across divisional email calendars.
- Serve as the liaison for email operations, ensuring assets, requirements, and approvals are collected and delivered on time.
- Create briefs and manage routing, review, and approval process with Artistic Direction, internal teams, and vendors.
- Conduct end-to-end Quality Assurance (QA) to validate rendering, device compatibility, segmentation accuracy, landing page experience, and tracking parameters.
- Troubleshoot rendering issues, dynamic content errors, broken links, accessibility standards, and subscriber lookup discrepancies.
- Execute A/B tests, manage dynamic logic, and recommend data-driven optimizations.
- Track timelines, document requirements, capture meeting minutes, and monitor roadmaps.
- Proactively communicate shifts, risks, and mitigation paths to stakeholders.
- Manage and segment audiences using SFMC tools: Data Extensions, SQL, Queries, Filters, Audience Builder, and API-driven data imports.
- Build segmentation logic, dynamic content rules, and personalization using AMPscript, attributes, and dynamic blocks.
- Support the creation and maintenance of shared data extensions and send-able audiences.
- Partner with Tech, Data, and Client Intelligence teams to validate data accuracy, business rules, and cross-system alignment.
- Troubleshoot subscriber lookup discrepancies, mismatched data fields, and segmentation errors.
- Ensure accurate tagging, tracking parameters, and journey entry criteria for automations and triggers.
- Support setup of journeys, triggered sends, automations, and multi-channel orchestration in SFMC.
- Support monthly and quarterly reporting to highlight performance trends, insights, and optimization opportunities.
- Analyze campaign outcomes to inform future planning, testing frameworks, and creative direction.
- Support ad-hoc reporting needs for key business moments (Campaigns, Collections, Events, Shows, etc.)
- Partner closely with Digital and CX, Marketing, Client intelligence, Global teams, and Tech to drive operational excellence.
- Collaborate with creative partners and Artistic Direction to ensure brand integrity in content and design.
- Support day-to-day vendor relationships and workflows, including QA alignment, campaign builds, performance reporting, and invoicing.
Requirements
- 2+ years of hands-on experience in campaign development using HTML and AMPscript.
- 4+ years of experience working with Salesforce Marketing Cloud (Email Studio, Automation Studio, Journey Builder).
- Strong understanding of CRM, email marketing, and digital client engagement.
- Advanced proficiency in Excel (VLOOKUP, pivot tables, data manipulation).
- Strong project management, documentation, and communication skills.
- Detail-oriented mindset with strong problem-solving and technical troubleshooting abilities.
- Minimum of 2 years' experience leading campaign operations, CRM and digital email marketing
- Advanced proficiency in Google Analytics & Excel, including VLOOKUP, pivot tables, and data analysis
- HTML, CSS, AMP script, and SFMC scripting tools
- Relevant experience in CRM and Email Marketing; hands-on experience with Salesforce Marketing Cloud is required
- Proven experience with A/B testing and QA
Nice-to-haves
- Ability to build journeys, triggered sends, automations, and utilize Mobile Connect and Advertising Studio a plus.
- Experience training or guiding others on SFMC capabilities and best practices.
- Ability to juggle multiple campaigns, coordinate across teams, and manage competing deadlines gracefully.
- Looker, SF Data Cloud, Tableau, Jira, Smartsheet proficiency preferred
Benefits
- Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure) and a Wellbeing fund
- Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
- Generous paid time off policies to include vacation, holiday, sick and volunteer days
- 401K and other incentives
- Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
- Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking
