MarTech Program Manager/Business Process Analyst

TEKsystems•Berwyn, IL

1d•Remote

About The Position

The CRM Program Manager/Business Process Analyst partners with Marketing, Digital, Analytics, and Technology teams to translate business needs into scalable marketing technology solutions and process improvements. This role is responsible for gathering and documenting requirements, evaluating current-state workflows, identifying optimization opportunities, and supporting the delivery of capabilities across the Martech ecosystem. The position responsibilities outlined below are not all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Requirements

Strong verbal and written communication skills with the ability to communicate effectively with both business and technical audiences
Demonstrate experience in business analysis duties while supporting marketing technology, digital marketing, CRM, loyalty, or customer data initiatives
Strong analytical and problem-solving skills with experience identifying root causes, dependencies, and business impacts
Hands-on experience gathering requirements, documenting business processes, and translating needs into actionable user stories and functional specifications
Experience working with martech platforms such as CRM, CDP, CMS, tag management, campaign automation, analytics, or personalization tool
Experience supporting Agile delivery methods, sprint ceremonies, backlog management, and user acceptance testing
Proven experience in a Program Management, Project Management or Marketing Operations to lead aligning the business and technology teams

Nice To Haves

Experience with enterprise marketing platforms such as Braze, Amperity, Adobe Experience Cloud, Tealium, or similar tools
Familiarity with SQL, dashboarding/reporting tools, or data visualization platforms to support analysis and validation
Experience in hospitality, travel, loyalty, e-commerce, or customer experience environments
Knowledge of API-based integrations, tagging frameworks, consent/privacy considerations, and data governance practices
Experience supporting vendor management, implementation projects, or platform optimization efforts

Responsibilities

Partner with business stakeholders to elicit, document, and validate business, functional, and non-functional requirements for martech initiatives
Analyze current-state campaign, audience, lead, loyalty, and customer data processes and recommend improved future-state workflows
Translate business objectives into detailed user stories, process maps, acceptance criteria, and solution requirements
Collaborate with product managers, engineering teams, vendors, and QA resources to support delivery of marketing technology enhancements
Support platform capabilities and integrations across CRM, CDP, campaign management, web personalization, tagging, analytics, and related digital tools
Lead requirements workshops, stakeholder interviews, backlog refinement sessions, and solution walkthroughs
Evaluate upstream and downstream data dependencies, system impacts, and process change implications across marketing and customer experience platforms
Define and support testing strategy, test scenario creation, user acceptance testing, and production readiness activities
Monitor business outcomes and platform adoption; identify opportunities to improve campaign execution, personalization, measurement, and operational efficiency
Develop clear documentation including business requirements, process flows, decision logs, and training/support materials
Work effectively in a fast-paced, cross-functional environment with multiple priorities and stakeholders