We are looking for a detail-oriented and tech-savvy CRM Technology Operations Associate to join our dynamic team. You will play a crucial role in setting up, managing, and analyzing audience segments for targeted paid media campaigns, ensuring optimal performance and campaign success. This role demands a strong understanding of CRM systems, data analysis, and paid media platform workflows. If you thrive in a fast-paced environment and enjoy working with data to drive strategic decisions, this might be the perfect opportunity for you.

This Role reports to the Technology Operations Director.

Key Responsibilities:

• Audience Segmentation:
  • Implement (local marketing and CRM teams) audience segmentation models for targeted paid media pushes.
  • Refine audience segments based on CRM data and campaign objectives.
  • Ensure segments have statistically significant match rates and are actionable.
• Quality Control & Assurance:
  • Conduct pre-push quality checks and post-push quality analyses of audience segments.
  • Maintain detailed records and logs for review with data and strategy teams.
  • Monitor audience performance and identify areas for improvement.
• Platform Integration Oversight:
  • Integrate new paid media account IDs (Google Ads, Meta Ads) into the CRM system.
  • Update, test, and activate audiences to existing paid media accounts.
  • Ensure smooth workflow and data exchange between CRM and paid media platforms.
  • Monitor audience performance and make adjustments as needed.
• Reporting & Analysis:
  • Generate monthly audience performance reports per market for each campaign.
  • Analyze the effectiveness of different audience segments across various paid media platforms.
  • Identify trends and insights from CRM and paid media data to inform future campaign strategies.
• Collaboration & Communication:
  • Maintain strong communication with data and strategy teams, providing regular updates and insights.
  • Stay informed about industry trends and best practices in audience segmentation and paid media platform management.

They have extensive knowledge of IT product requirements, features, benefits, and the process of implementing technologies in Domino’s stores. They are responsible for collaborating with the Customer Engagement Manager to support international master franchisees on the implementation of solutions. The IT Consultant is responsible for partnering to provide technology recommendations, proposing, and executing demos and documenting any technical gaps in the solution. The IT Consultant educates and translates the explanation of highly complex technical information of Domino’s products to international master franchisees to provide solutions. The Technology Consultant is responsible for supporting international master franchisees’ store infrastructure and Domino’s technology products for the purpose of diagnosing and resolving any technical issues. The Technology Consultant is an expert in Domino’s technology products and is responsible for analyzing customer’s needs, designing a solution, and implementing.

RESPONSIBLITIES

Provide Guidance and Expertise on Technical Solutions for Master Franchisees

• Collaborate with Customer Engagement Manager to understand goals and objectives and provide technical support to acquire new customers
• Qualify sales opportunities to evaluate the fit of a technology product in international markets and provide technical gaps analysis; identify technically fit solution for market
• Assist with identifying new products and/or features than can benefit international stores
• Collaborate with cross-functional teams (DPZ product strategy, design, and development teams) to determine how products could be modified to suit the needs of our international franchisees

Collaborate with Customer Engagement Team to Deliver Technical Demos and Solutions

• Collaborate to understand markets requirements, technical environment and needs
• Prepare and deliver technical presentations explaining IT products to existing and prospective international master franchises
• Consult and sell DPZ IT product portfolio; demonstrate benefits of Domino’s products versus competing products  
• Advise international franchisees on technology implementations to drive profitability and/or improving operations

Identify, Solve, and Monitor Issues to Increase Adoption and Customer Satisfaction

• Collaborate with internal teams on customer feedback and help resolve open issues, improve customer satisfaction and increase adoption of DPZ products
• Partner with franchisees to solve problems with installed products and answer any technical concerns
• Transition knowledge/relationships to delivery team, and monitor progress in the post-transition period
• Assist in researching and developing new products

Implement, Train and Configure Technology Products for Master Franchisees

• Collaborate with Customer Engagement Manager and IT Consultant to demo Domino’s technology products to existing and new international customers
• Train market users on new technology products
• Provide advice and guidance on technology best practices
• Collaborate with Customer Engagement Manager and plan a timeline for completion of projects or preform and produce root cause analysis (RCA) reports
• Provide excellence customer service on implementation and resolution of issues

Troubleshoot and Monitor Domino’s Technology Solutions

• Diagnosis technology products, system problems, inefficiencies, and weaknesses for international franchisees
• Understand franchisees’ business needs and provide a technical solution to the problem
• Collaborate with the technical in-house DPZ team to ensure familiarity with technology and advocate for global solutions for the technical problems
• Monitor the success of technology products that are implemented in international stores
• Produce detailed status reports on the efficacy of the technology and any gaps that should be addressed in core product; provide recommendations to Customer Engagement Manager