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Senior Director, Global CRM Operations

Udemy

Udemy

Sales & Business Development, Operations
San Francisco, CA, USA
Posted on Saturday, January 6, 2024

Senior Director, Global CRM Operations

San Francisco, CA

About Us

At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals.

Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

This hybrid position requires two days per week in our San Francisco office.

About you

You must have extensive experience leading production-focused marketing teams, with a deep understanding of ESP, CMS, and CRM best practices, operations, and team management . The ideal person will be comfortable building and leading our production roadmap for email, push, in-app, and our onsite campaigns, as well as identifying opportunities to launch new tools and channels that improve our reach and efficiency. You enjoy working in a fast-paced, dynamic international environment. You will equally be at ease operating with Udemy’s senior leadership as well as “getting your hands dirty” with your team.

About this role

You will lead a team of 14, and will be responsible for building and leading a world-class CRM function, ensuring that we communicate with Udemy’s customers in a timely and relevant manner across the entire customer lifecycle. This team has scaled significantly in the past year to support more functions across our business. You will have the opportunity to set the vision for the team, leveraging industry best practices and your existing experience to define the team’s operations. You will establish processes that drive greater efficiencies and reduce errors across our campaign production workflows (email, push, in-app, and onsite). You will inspire your team ensuring they understand how their contributions ladder up to our company priorities, and can be measured and shared with leadership.

You will be responsible for understanding the marketing lifecycle, analyzing complex business problems, and delivering solutions that are focused on scalability and continuous improvement of Udemy’s owned marketing channels. You will partner closely with integrated campaigns, lifecycle marketing, product martech team, data science, analytics engineering, and a variety of other stakeholders across the business.

What you'll be doing

  • Manage a mostly-remote team of 14 across the US and India. Ensure organization design and team are set up to deliver against our goals.
  • Define, build, map, and document key processes for our owned channels. Proactively identify gaps and optimizations for our current processes.
  • Establish a capacity planning process that drives greater efficiencies and reduces production timelines.
  • Define, benchmark, monitor, and optimize success KPIs in line with business goals. Deliver quality assurance across owned channels & platforms.
  • Partner with our data team to ensure we have appropriate tracking and measurement capabilities across our owned channels. Regularly report out results and opportunities for improvement to leadership.
  • Partner with product to identify opportunities to optimize our CRM tech stack to best leverage data and automation capabilities.
  • Serve as a strategic partner to the marketing and martech product teams, identifying new channels or improvements that increase our reach to communicate with existing customers.
  • Manage budget and relationships for our tech stack partners (including third-party tools). Enable internal teams with new features and education.

What you’ll have

  • 8+ years of relevant experience in running email or owned channel production teams on a global scale (a minimum of 5+ years overseeing email teams is a must)
  • Demonstrable experience leveraging channel best practices and CRM technologies across email, push notifications, and in-app messages. Bonus for experience working with Braze, Pendo, or Contentful.
  • Familiarity with global CRM regulatory considerations including GDPR, customer consent, opt-ins, etc.
  • Proven success developing and executing capacity planning processes.
  • Experience leveraging data to measure, experiment and optimize CRM communications.
  • Demonstrable success in setting team objectives and KPIs that focus on driving clarity and recognizing efficiencies to drive greater impact.
  • Comfortable working with technical products and partners (analytics engineering, data science) and optimizing marketing tools to best serve channel needs.
  • Functional experience in marketing operations, campaign operations, and/or program management.

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

  • We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

  • Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

  • Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

  • We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

  • Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage
  • HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions
  • Transgender Benefits: Expanded medical coverage for gender-affirming care
  • Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay
  • Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, virtual family care, reproductive health, breastmilk shipping, and caregiving support
  • Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development
  • Retirement: Pre-tax and Roth 401(k) plan with an employer contribution
  • Charitable Giving: Corporate charitable match for eligible nonprofits and charities
  • Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly
  • Holidays: Twelve paid holidays throughout the year

Information regarding data privacy is available within the Udemy Careers Privacy Notice.

At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for benefits, equity and a bonus.
Hiring Compensation Range
$204,000$255,000 USD
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Greg Brown
CEO
Meet Greg
0:09
Why did you join Udemy?
0:49
What makes a great teammate at Udemy?
0:35
Career advice to your younger self?
0:42
What do you like to do outside of work?
0:44
Describe the culture at Udemy?
0:30
Lightning Round
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Embed clip
Greg Brown
CEO
Meet Greg
0:09
Why did you join Udemy?
0:49
What makes a great teammate at Udemy?
0:35
Career advice to your younger self?
0:42
What do you like to do outside of work?
0:44
Describe the culture at Udemy?
0:30
Lightning Round
0:12
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