[Hiring] CRM Operations Manager @H&R Block

Role Description

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

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

Benefits

• Competitive pay
• Comprehensive benefits
• Support for life both in and outside of work
• Medical and prescription drug coverage
• Participation in the H&R Block Retirement Savings Plan (401(k) Plan)
• Employee Assistance Program
• (Virtual) fitness center programs
• Associate discount program
• Business Travel Accident Insurance
• Associate Tax Prep benefit

Pay Range

The pay range for this position is $81,600.00 - $122,400.00/Yr. 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.