CRM Operations & Marketing Enablement Lead (Director)

Position Overview

The CRM Operations & Marketing Enablement Lead (Director) is a strategic and operational leader responsible for managing the systems, data, and workflows that power customer relationship marketing across the organization. This role oversees the end-to-end operation of the Email Service Provider (ESP) and Customer Data Platform (CDP), driving audience creation, real time personalization, and the orchestration of multi channel customer journeys. The ideal candidate combines technical platform expertise with lifecycle marketing fluency and excels at partnering with Customer Relationship Management (CRM) teams to deliver best in class customer engagement.

Essential Duties & Responsibilities

ESP & CDP Platform Ownership

• Serve as the primary business owner of the Mar Tech including the ESP and CDP modules.
• Manage daily operational health in partnership with data, IT and global teams: data ingestion, identity resolution, customer profiles, catalog updates, and system configurations.
• Oversee governance, permissioning, QA, and workflow setup within Zeta.
• Partner with Zeta representatives, engineering, and MarTech teams to troubleshoot issues, implement new features, and optimize performance.
• Lead roadmap planning for platform enhancements, data feeds, new integrations, and advanced capabilities within the Zeta ecosystem.

Audience Strategy, Data Enablement & Activation

• Develop and manage complex segmentation and audience builds within CDP, leveraging event data, behavioral signals, predictive scores, and real-time attributes.
• Ensure all audience definitions follow governance, data hygiene, and compliance standards.
• Translate lifecycle strategy and marketing briefs into actionable targeting logic within the Zeta platform.
• Partner with analytics and data teams to validate data accuracy and support predictive model utilization (e.g., propensity scores, LTV, churn models).

Journey Orchestration & Multi Channel Execution

• Build and optimize automated, multi-channel journeys within ESP, including email, SMS, media, and dynamic cross channel triggers.
• Configure real-time and behavior-based triggers using Zeta’s event streaming and journey orchestration tools.
• Support scaling new journey programs while ensuring operational feasibility, data readiness, and performance tracking.

Campaign Enablement & Cross-Functional Partnership

• Act as the operational partner to CRM/Email Marketing to deliver campaigns efficiently and accurately.
• Provide guidance on channel capabilities, segmentation strategies, and campaign best practices within Zeta.
• Work closely with creative, analytics, and marketing partners to support testing frameworks (A/B, multivariate) and channel optimization.

Innovation, Optimization & Governance

• Continuously evaluate opportunities to leverage marketing partner advanced capabilities—including predictive modeling, personalization modules, and dynamic content—to enhance CRM performance.
• Implement operational best practices to improve efficiency, quality, and speed-to-market.
• Stay current on MarTech trends, emerging technologies, and industry best practices.
• Identify opportunities to leverage AI, machine learning, and automation within the CRM ecosystem.

Team Leadership

• Lead and develop a team of CRM operations specialists and platform managers working within the Zeta ecosystem.
• Foster a culture of operational excellence, technical mastery, and strong cross-functional collaboration.
• Create training and enablement programs to uplevel organizational expertise in ESP and CDP.

Experience, Skills & Knowledge

• 8–10+ years of experience in CRM operations, marketing technology, or lifecycle marketing.
• Hands-on experience with ESP and CDP is required.
• Strong understanding of email and SMS campaign execution, deliverability, and compliance.
• Experience building automated and behavior-triggered CRM journeys.
• Strong data fluency, with an ability to translate marketing needs into technical audience logic.
• Proven ability to collaborate across CRM, Marketing, Data, Engineering, and MarTech teams.
• Team leadership experience preferred.

Ralph Lauren will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance laws. Please note background checks will be evaluated individually.