Sr. Specialist, CRM Campaign Operations

Job Purpose

The Senior Specialist, CRM Campaign Operations is responsible for the accurate, timely, and effective execution of CRM and customer lifecycle campaigns that support appointment generation, customer engagement, database prospect conversion, and long-term customer value for HearingLife Canada.

Reporting to the Manager, Customer Lifecycle & CRM, this role owns the operational delivery of campaign workflows across customer and database prospect programs, including audience requirements, list coordination, campaign setup, direct mail and email coordination, vendor handoffs, quality assurance, tracking support, documentation, and post-campaign performance inputs.

The role ensures that campaign execution is aligned to business priorities, global CRM and database standards, privacy and compliance expectations, brand guidelines, and local operating requirements. The Senior Specialist works closely with the Customer Lifecycle & CRM Manager, Data/IT, Analytics, Brand, NAC, Clinics, Finance, vendors, and Global Marketing to ensure CRM campaigns are executed with strong discipline and clear performance visibility.

This is a senior individual contributor role that requires strong ownership, attention to detail, data discipline, stakeholder coordination, and the ability to manage multiple campaigns and timelines while maintaining high standards of accuracy, customer relevance, and operational quality.

Success Criteria

• Success in this role is measured by the ability to deliver CRM and customer lifecycle campaigns accurately, on time, and with strong operational discipline across customers and database prospects.

• The Senior Specialist is accountable for translating campaign plans into clear execution requirements, including audience and list needs, segmentation logic, campaign timelines, vendor instructions, QA steps, tracking requirements, and delivery documentation.

• The role is expected to strengthen campaign reliability by improving list accuracy, reducing execution errors, documenting campaign processes, maintaining clear handoffs, and supporting consistent quality assurance before launch.

• Success also includes supporting visibility into campaign and funnel performance by maintaining accurate campaign documentation, tracking inputs, post-campaign summaries, and reporting support for created appointments, scheduled appointments, completed appointments, engagement, conversion, and other relevant KPIs.

• Cross-functional success is demonstrated through strong coordination with the Manager, Customer Lifecycle & CRM, Data/IT, Analytics, Brand, NAC, Clinics, Finance, vendors, and Global Marketing to ensure campaign requirements are clear, executable, compliant, and aligned to customer journey expectations.

• Senior specialist success is demonstrated through proactive ownership, strong judgment, accurate execution, clear communication, problem-solving, and the ability to support a more disciplined and scalable CRM campaign operating model.

Responsibilities and Key Performance Activities

Campaign Execution and Operations

• Own the operational execution of CRM and customer lifecycle campaigns across customers and database prospects, including direct mail, email, outbound campaign support, reminder programs, reactivation programs, upgrade initiatives, and other database marketing activities.

• Translate approved campaign plans into detailed execution requirements, including audience criteria, segmentation logic, offer details, creative inputs, timelines, vendor instructions, QA steps, tracking needs, and documentation.

• Coordinate list and audience requirements with Data/IT, Analytics, and relevant system owners to ensure accuracy, completeness, suppression logic, compliance, and timely delivery.

• Manage campaign setup and handoffs across internal teams, agencies, print/mail vendors, email partners, and other external partners as required.

• Maintain campaign calendars, execution trackers, list request logs, QA checklists, vendor timelines, and documentation that provide clear visibility into campaign status and dependencies.

• Ensure campaigns are launched accurately, on time, and in line with approved briefs, brand standards, customer journey expectations, and operational requirements.

CRM, Data, and Quality Assurance

• Apply strong QA discipline across CRM campaign execution, including audience validation, offer checks, creative/version control, list counts, suppression logic, personalization fields, tracking codes, landing page or booking links, and vendor proofs where applicable.

• Support database quality improvement by identifying recurring data issues, list challenges, segmentation gaps, and operational risks that may affect campaign accuracy or performance.

• Document campaign setup details, audience assumptions, list logic, exclusions, campaign IDs, source codes, timelines, and final deployment information to support reporting and future optimization.

• Coordinate with Data/IT and Analytics to support database health initiatives, data accuracy, segmentation consistency, and campaign tracking requirements aligned to global standards.

• Escalate campaign risks, data gaps, timing issues, quality concerns, or execution barriers early with clear options and recommended next steps.

• Maintain disciplined version control and ensure only approved assets, offers, lists, and campaign details are used in market.

Performance Support and Continuous Improvement

• Support weekly and monthly CRM performance reviews by preparing campaign execution updates, list summaries, campaign status, delivery details, and post-campaign inputs.

• Provide accurate inputs for performance reporting, including campaign timing, audience size, channel, offer, source codes, delivery volumes, and other execution details needed to interpret results.

• Assist the Manager, Customer Lifecycle & CRM in identifying operational learnings, campaign process improvements, audience opportunities, and execution risks based on campaign delivery and performance outputs.

• Support test-and-learn activity across segmentation, cadence, offers, channel mix, calls-to-action, direct mail, email, reactivation triggers, and customer journey touchpoints by ensuring tests are operationally clear and measurable.

• Contribute to improved campaign governance by maintaining templates, checklists, timelines, documentation standards, and repeatable processes.

• Look for opportunities to improve campaign speed, accuracy, handoffs, vendor coordination, QA, and overall execution efficiency.

Stakeholder and Vendor Coordination

• Work closely with the Manager, Customer Lifecycle & CRM to support campaign planning, prioritization, execution readiness, and delivery follow-up.

• Coordinate with Brand and creative partners to ensure campaign assets, messaging, offers, and versions are ready for deployment and aligned to approved requirements.

• Coordinate with NAC, Clinics, and operational partners to ensure campaign timing, call follow-up needs, clinic readiness, and customer handling considerations are understood where applicable.

• Work with agencies, print/mail vendors, email partners, and other vendors to manage execution requirements, proofs, timelines, data transfers, quality checks, and issue resolution.

• Collaborate with Global Marketing where needed to support implementation of CRM, database, campaign, and customer journey standards in the Canadian market.

• Communicate clearly and proactively with stakeholders on campaign status, risks, dependencies, approvals, and delivery updates.

Key Deliverables

• CRM campaign execution plans and deployment trackers.

• Campaign calendars, list request logs, audience summaries, segmentation documentation, and QA checklists.

• Direct mail, email, outbound campaign, reactivation, reminder, upgrade, and customer lifecycle campaign coordination.

• Vendor handoff documents, proofs, approval tracking, data transfer coordination, and delivery confirmations.

• Campaign setup documentation, source code details, tracking inputs, offer details, suppression logic, and final deployment records.

• Weekly and monthly campaign status updates with risks, dependencies, and required decisions.

• Post-campaign execution summaries and reporting inputs to support performance analysis.

• Process templates, documentation standards, QA routines, and campaign governance tools.

• Issue logs and recommended process improvements to strengthen CRM campaign execution and data discipline.

• Support for implementation of relevant Global CRM, Database Management, Marketing Automation, and campaign standards in the Canadian market.

Required Experience and Considerations

• 4+ years of progressive experience in CRM campaign operations, customer lifecycle marketing, database marketing, direct marketing, marketing operations, campaign management, or related areas.

• Demonstrated experience supporting or executing multi-channel customer campaigns, including direct mail, email, outbound campaign coordination, CRM journeys, reactivation, upgrade, reminder, or customer engagement programs.

• Strong understanding of campaign execution requirements, including audience criteria, segmentation, list coordination, campaign setup, QA, tracking, vendor coordination, and documentation.

• Experience working with customer databases, CRM platforms, marketing automation tools, campaign management tools, or list management processes is an asset.

• Strong attention to detail and ability to manage data, timelines, campaign versions, offer details, source codes, tracking requirements, and vendor proofs with accuracy.

• Ability to interpret campaign briefs and translate them into clear operational steps, dependencies, timelines, and handoffs.

• Strong project coordination skills with the ability to manage multiple campaigns, deadlines, vendors, and stakeholders at the same time.

• Experience supporting campaign reporting, performance summaries, post-campaign analysis, or marketing KPI tracking is an asset.

• Comfortable working with cross-functional teams, including marketing, data, analytics, creative, call centre, clinic operations, finance, vendors, and global partners.

• Experience in healthcare, retail, multi-location services, financial services, telecom, insurance, or appointment-based consumer businesses is an asset.

• Strong written and verbal communication skills, with the ability to clarify requirements, escalate risks, and document processes clearly.

• Ability to work independently, solve problems proactively, and maintain high standards under time-sensitive conditions.

Equal Opportunities

HearingLife Canada is committed to a diverse and inclusive workplace. HearingLife Canada is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please clearly indicate in your application any accommodations you will require throughout the recruitment process.  

 While we appreciate the interest of all applicants, only those selected for an interview will be contacted. 

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