Marketing Specialist I, CRM Ops, QA

Job Description

Marketing Specialist I, CRM Ops, QA

Who We Are

Upbound Group, Inc. (NASDAQ: UPBD) is a technology and data-driven leader in accessible and inclusive financial solutions that address the evolving needs and aspirations of underserved customers. The Company’s customer-facing operating units include industry-leading brands such as Acima, Brigit, and Rent-A-Center that facilitate consumer transactions across a wide range of store-based and digital channels, including over 2,300 company branded retail units across the United States, Mexico, and Puerto Rico.

Job Purpose

The Marketing Specialist I, CRM Operations, supports the execution of CRM marketing programs across the Growth Office by ensuring accuracy, consistency, and quality across all customer communications, partnering with Acquisition, Conversion and Retention. Reporting directly to the Marketing Specialist IV – CRM Operations, this role is responsible for validating campaign setup, data integrity, dynamic content logic, and end-to-end QA prior to deployment. This position plays a critical role in reducing deployment risk, improving operational efficiency, maintaining CRM documentation standards, and ensuring a high-quality customer experience across all CRM touchpoints.

Key Responsibilities

Campaign Quality Assurance

• Execute end-to-end QA for CRM campaigns across email, SMS, DM, and push channels prior to launch, including validation of segmentation logic, suppression rules, triggers, scheduling, audience counts, dynamic content, personalization logic, data-driven rules and links/UTMs.
• Assist legal and compliance teams with audits and making sure content and processes are compliant.
• Assist in building and proofing email/SMS/PUSH requirement docs to validate metadata, segment build logic, creative assets, and data availability prior to handoff to CRM Platform Specialists.

Data & Platform Validation

• Confirm that required data inputs are available, accessible, and populated correctly within the CRM/CDP platform. Validate naming conventions, folder structures, and metadata to support governance, reporting, and audit standards.
• Assist in maintaining CRM documentation, including Data Dictionaries. Conduct regular documentation check-ins to ensure CRM and ZMP documentation remains accurate and up to date.
• Track historical issues and resolutions, implementing preventative QA steps to reduce repeat errors.

Operational Support

• Maintain and evolve QA checklists, Email Tracker documentation, and standard operating procedures. Log defects, track resolutions, and communicate issues clearly with CRM Platform Specialists, Designers, and CRM Operators.
• Support post-launch audits to identify process gaps and opportunities for error reduction and optimization, including ongoing or automated monitoring of journeys and trigger deployments.
• Subscribe to CRM/CDP platform notification issues/outages and kick off communication plan through appropriate stakeholders in product and business.

Cross-Functional Collaboration

• Collaborate closely with CRM Platform Specialists and Designer teams to ensure smooth handoffs and high-quality execution. Partner with CRM Operations to flag data discrepancies, missing fields, logic issues, or scheduling conflicts prior to deployment.
• Support the Marketing Specialist IV – CRM Operations in implementing QA requirements for new CRM workflows, processes, and platform enhancements, including but not limited to AI models and AI agents.
• Learn and grow in your one-to-one marketing expertise while deepening your impact within your functional area and beyond.

Job Requirements

• 0-2 years of experience in CRM execution, marketing operations, campaign QA, or an equivalent combination of education and experience.
• Hands-on experience with CRM/CDP platforms such as Zeta Marketing Platform, Salesforce Marketing Cloud, Braze, HubSpot, Marketo, or similar.
• Strong attention to detail with a structured, checklist-driven approach to quality assurance.
• Comfort working with dynamic content, personalization logic, and data-driven campaign execution.
• Working knowledge of CRM metrics, segmentation concepts, and lifecycle marketing. SQL familiarity is preferred.
• Ability to manage multiple deployments in a fast-paced, deadline-driven environment.
• This position is in-office (Monday through Friday) in Plano, TX

Upbound Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.