Multichannel CRM Campaigns Specialist

Join a high impact team shaping customer lifecycle communications through data driven, multichannel CRM. You’ll collaborate across product, marketing, CX and support to deliver timely, relevant communications that deepen engagement. As a Campaign Operations Associate in the CRM Operations team, you will build, launch and optimise multichannel campaigns that inform and delight customers across the lifecycle. You will partner closely with technical and non-technical stakeholders to ensure accurate data, rigorous testing and compliant execution. You’ll thrive in a fast-moving, collaborative environment that values customer focus, simplicity and continuous learning.

Job responsibilities

• Build, schedule and QA multichannel CRM campaigns across email, push, in-app, SMS and customer notices.
• Manage real time communications and support squad with testing and execution in the CRM platform.
• Ensure data accuracy, audience integrity and consent settings for every send.
• Coordinate with product, marketing, CX, content and support to align briefs, timelines and reviews.
• Design and launch automated, event triggered journeys using internal and approved external tools.
• Adhere to legal, compliance, risk and control requirements, secure approvals prior to launch.
• Deliver projects on time while following internal processes, documentation and playbooks.
• Create runbooks and capture learnings to scale best practices across teams.
• Build and maintain KPI dashboards, reporting and alerting for campaigns and channels.
• Support customer communications escalations and queries in partnership with Customer Support.

Required qualifications, capabilities and skills

• Bachelor’s degree in marketing, business or related field, or equivalent practical experience.
• Experience executing email and CRM campaigns in regulated environments.
• Proficiency with an enterprise CRM/ESP platform (e.g. Braze, Salesforce Marketing Cloud, MoEngage).
• Analytical skills with attention to detail; ability to validate data and interpret engagement metrics.
• Experience building automated, event triggered journeys and segmenting customer data.
• Demonstrated ability to manage end-to-end campaign development and delivery in fast paced setting.
• Familiarity with A/B testing design, execution and analysis for campaign optimization.
• Strong organization, stakeholder management and written communication skills.

Ideally, experience in retail banking or financial services.

• Experience working in agile, cross functional squads.
• Knowledge of deliverability, consent management and regional communications regulations.
• Familiarity with building dashboards and alerts for campaign performance monitoring.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.