Justin Norris

Director, Marketing Ops @ 360Learning | Host @ RevOps FM Podcast | Thinking out loud about GTM + operations

I'm a seasoned marketing operations leader with 15+ years experience building high-performing teams.
Through this experience, I've learned what it takes to build marketing ops strategies, systems, and processes that will scale.

MY EXPERTISE:
• GTM operations strategy and roadmaps
• Designing, building, and optimizing Martech stacks
• Designing structure and processes for global remote teams 
• Data strategy and governance
• Analytics, reporting, KPIs
• Lead routing, management, SLAs, and follow-up
• Multi-channel lead nurturing and ABM
• Lead lifecycle and scoring
• Campaign operations
• Communication and change management

LEADERSHIP EXPERIENCE:
• Establish and lead a global ops function supporting marketing / BDR teams across 4 markets (Germany, France, UK, US).
• Provide coaching, training, and leadership to an expert consulting team (~40 people) on marketing operations best practices, with direct responsibility for a team of seven.
• Develop the solutions architecture function and lead the SA team at a marketing technology consulting firm. 

TECHNOLOGY EXPERTISE:
• Marketo: 4x Marketo Champion and Marketo Certified Solutions Architect (MCSA)
• Salesforce: seasoned Salesforce administrator, architect-level skillset
• Hubspot Certified
• iPaaS / Enterprise Automation: Workato Gold Partner and 2x conference speaker
• Attribution and Analytics: Bizible (Bizible All Star '17, Pipeline Marketing Award '17), Marketo, Looker, PowerBI • Data management: Ringlead, Clearbit, Cognism, etc.
• Lead routing: Lean Data, Distribution Engine

Director of Marketing Operations

360Learning is the learning platform that combines collaborative tools with the power of an LMS. We empower L&D teams to drive culture and growth through Collaborative Learning.

Nick Donaldson

How does Knak AI help YOU?

Think of it as a creation layer that sits overtop of your brand identity, assets and tech (pm tools, DAMs, automation platforms, ESPs..).

Because of this, it can help you with the mundane: translating assets, QA checks and fixes, alt text etc. 

It can help you turn ideas into on-brand emails.

It'll also help you with stuff that is super useful, but wildly time consuming - like recommending high-performing assets based on your historical performance.

All this while you remain in control of the important stuff: overall strategy and direction, being able to edit, collaborating with your peers, final reviews.

Cheat sheet =

MOPs: set up the infrastructure and processes once and then you can step out of the email weeds.

Marketer: create high performing, on-brand emails on your own quickly.

Marketing leader: be confident your team is humming (efficient processes, high-performing campaigns, and huge savings).

Human creativity matters more now than ever. Knak AI just makes it easier to consistently tap into it.

Marketing @ Knak 💙 • Enterprise Email & Landing Page Creation

2025:
- MOPs folks landing senior roles
- Taking on AI leadership at their orgs
- Joining podcasts, speaking on stage
- Shipping awesome thought leadership & content
- Crushing it

Also in 2025:
- Stuck using templates and hand-coding emails
- Spending more time in email workflows than strategic priorities
- Caught in approval process death loops

Conflicting emotions 😅 

What feels clear heading into 2026: 

Self-serve email creation becomes the gold standard. MOPs out of the weeds. And marketers enabled to build on their own. It'll just be too difficult to compete otherwise.

P.S. you don’t need to change your MAP, reinvent existing workflows, or prep for massive change management to get there.

Peek under the hood of an alternative process ➡️ https://lnkd.in/eQmhxTaU

A few learnings on email process from over the years:

Systems > one-offs
1.  Chase the perfect system, not the perfect email. Outcomes compound through process

Alignment
2.  Creating an email often isn’t the hard part - aligning on one is
3.  Alignment happens when decisions are clear, tracked, and made in the context of the asset.
4.  When the campaign asset becomes the source of truth (not a Google Doc, Jira ticket, or Slack thread), decisions and approvals get easier

Ownership
5.  Campaigns slow down when ownership lives across tools instead of on the actual campaign
6.  The person closest to the customer needs to be able to create and move fast
7.  Production shouldn’t depend on agencies or a central team being available
8.  Commenting and feedback is easy. Making decisions is the hard part. Try to streamline that

Flow
9.  Speed dies in handoffs
10.  Screenshots aren’t collaboration
11.  Spreadsheets aren’t workflows
12.  If you need a meeting to know campaign status, the system isn’t working.

Scale
13.  When QA becomes a last-mile burden for marketing ops, the process needs rethinking
14.  Code limits who can actually build (see ^ #6)
15.  If you’re spending time editing code or templates, your competition is pulling ahead
16.  AI won’t fix a broken process - but it sure can scale a good one

Guardrails
17.  The right guardrails enable speed more than templates
18.  Good guardrails let teams ship without asking permission
19.  Dark mode needs to be designed for, not fixed later
20.  Outlook should always be assumed broken by default

What's a process change/rule you swear by?

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Justin Norris

Nick Donaldson

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