Marketing Operations Associate

Marketing Washington, District Of Columbia



JOB TITLE:  Marketing Operations Associate

CLASSIFICATION: Professional 1

SALARY: $50,000 - $53,000

FLSA:  Exempt

DEPARTMENT:  Integrated Marketing

LOCATION: Headquarters, Washington, DC

REPORTS TO:  Director of Marketing Operations

LAST REVISED:  August 2021



The Marketing Operations Associate is responsible for reviewing business processes and making recommendations for improving efficiency and effectiveness of the Marketing Operations team.   In addition, the Associate will assist in supporting activities of the Marketing Operations in the areas of Sustainer Program Operations, eCRM marketing and eCommerce.



Marketing Operations Support

  • Create and maintain all marketing operations workflows and ensure completion of impacted deliverables
  • Review marketing operations business processes, revenue and data flow, and work with team to implement efficiencies and quality assurance best practices
  • Deliver regular reports to management around department task delivery
  • Work with internal partners and external vendors to establish reasonable service level agreements for work product and track execution on the established SLAs
  • Serve as support staff for large or long-term operations projects


eCRM Database Support

  • Serve as the support contact for Defenders’ eCRM database, help to troubleshoot challenges and implement best practices in using the system
  • Help the fundraising team to create complex email queries, profiles, actions, and marketing automations within Engaging Networks, working with our database of record, Revolution Online (ROI), as needed
  • Assist with data hygiene activities, data transfers and data updates.
  • Attend meetings with database stakeholders to identify their database needs and work with Marketing Operations to implement new solutions.


Monthly Donor Program Operations

  • Work with the Director of Acquisition to maintain the Monthly Donor Manual which reflects our operational processes for managing Defenders’ monthly donors
  • Ensure the day-to-day monthly donor back-end operations including evaluating and updating processes to ensure gifts from all channels are processed, tracked and reported and that existing and new monthly donors are appropriately identified in our database and processed according to Defenders’ guidelines
  • Engage with all vendors involved in the monthly donor program operations, in coordination with other internal stakeholders, to set clear objectives and hold them accountable for established operating SLA’s


eCommerce and Web Site Maintenance  

  • Work with the Website Administrator to resolve any issues related to eCommerce credit card processing
  • Participate in the maintenance and updating of the eCommerce manual, ensuring that it is reflective of the most current internal and external processes
  • Assist with coding (SKU) new eCommerce products




Education: Bachelor’s (B.A./B.S.) degree or equivalent

Experience: 2 years of relevant experience

An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.


Knowledge, Skills, Abilities for All Defenders

KSAs for all Defenders will be linked back to the website


Knowledge, Skills, Abilities for Professional 1



  1. Ability to accurately maintain electronic and physical records
  2. Anticipate and meet the needs of internal and/or external stakeholders delivering excellent service


  1. Ability to clearly and accurately communicate with internal and external stakeholders
  2. Ability to articulate complex ideas clearly, accurately and concisely

Critical Thinking

  1. Ability to handle sensitive and confidential matters with discretion
  2. Strong research and data analysis skills, including ability to gather and synthesize information from multiple sources to produce high quality work products in a consistent, efficient, accurate, and timely manner
  3. Creative problem-solving and troubleshooting skills with willingness to experiment and innovate new methods.

Project Management

  1. Ability to work well under pressure and tight deadlines while balancing competing assignments
  2. Ability to remain flexible and adaptable to shifting priorities while remaining responsive to urgent requests
  3. Ability to take ownership of a project or process and to use problem solving skills to resolve issues
  4. Ability to manage deadlines on multiple cross-functional projects in a dynamic environment
  5. Demonstrated ability in managing competing interests on complex issues

Knowledge, Skills, Abilities for Marketing Operations Associate

  • Knowledge of eCRM systems, ideally Engaging Networks
  • Strong MS Office and project management skills

All employees are required to satisfactorily perform the essential duties and responsibilities of their positions. The essential duties and responsibilities listed above are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Defenders require employees who engage in in-person work activities, including business travel or onsite work, to be fully vaccinated against COVID-19.  An applicant (i) who is disabled or pregnant or who has a qualifying medical condition that contraindicates a COVID-19 vaccination or (ii) who objects to being vaccinated on the basis of a sincerely held religious belief, observance, or practice may request an exemption from this vaccination policy. This determination will be made on a case-by-case basis and in accordance with applicable law. Any medical information concerning an applicant's disability will be treated as a confidential medical record in compliance with applicable federal, state, and local laws.

Please be advised this position is union-eligible.