Mgr Customer Relationship Management (CRM) - 90403973 - Washington

Amtrak

9d•$113,200 - $146,664•Onsite

About The Position

As Manager of Customer Relationship Management (CRM), you'll shape how millions of people experience Amtrak. This role blends strategic vision with hands-on execution to create personalized, data-driven campaigns that inspire travel and deliver measurable growth. You'll bring a builder's mindset, sharp problem-solving skills, and a customer-first approach to design lifecycle strategies that deepen relationships and drive engagement. From campaign orchestration to performance optimization, you'll turn insights into journeys that feel seamless, relevant, and rewarding—always keeping the customer at the heart of every interaction.

Requirements

Bachelor's degree in Marketing, Business, Communications or related field OR equivalent combination of training, education & relevant experience
7+ years in CRM or lifecycle marketing with a focus on campaign activation and optimization.
Strong understanding of customer segmentation, behavioral targeting, and personalization strategies.
Data-driven mindset with proficiency in marketing analytics, A/B testing, and campaign performance metrics.
Strong project management and collaboration skills, plus clear, confident communication.

Nice To Haves

9+ years in CRM or lifecycle marketing with a focus on campaign activation and optimization.
Hands-on experience with enterprise CRM and project management platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Asana, Workfront).
Experience with Adobe Analytics, Adobe Target, or Adobe Experience Manager
Familiarity with Martech terminology, general technical concepts, and development methodologies.
Proven ability to connect marketing strategy to measurable outcomes.
Excellent analytical skills.
Ability to write clearly on business and CRM topics.
Strong organizational and project management skills.
Segmentation and segment building

Responsibilities

Own lifecycle strategies for key segments, ensuring journeys nurture relationships, encourage repeat travel, and build lasting loyalty.
Create engaging, multi-channel Journeys that reflect customer insights and lifecycle needs, delivering value at every touchpoint.
Personalize every interaction through smart segmentation, A/B testing, and tailored messaging that feels relevant and welcoming.
Collaborate with creative teams to deliver assets drive engagement and retention.
Leverage technology thoughtfully by working closely with CRM and MarTech teams to deliver seamless, personalized experiences.
Enhance the customer experience—by identifying opportunities in customer journeys to create moments that reduce churn and increase customer value.
Create personalized journeys that anticipate customer needs and respond to behaviors, lifecycle milestones, and insights.
Connect every activation to the bigger picture, ensuring campaigns complement loyalty programs, product launches, and brand initiatives for a unified customer experience.
Translate insights into action by designing campaigns that anticipate customer needs and exceed expectations.
Measure what matters, embedding success metrics into every journey and using post-launch insights to elevate engagement and satisfaction.
Refine and enhance segmentation continuously, so communications feel relevant, tailored, and designed to make customers feel valued and understood.
Lead CRM activation with a spirit of partnership, working closely with marketing, loyalty, product, customer care, and digital teams to ensure every campaign aligns with strategic priorities and delivers a seamless customer experience.
Turn business needs into actionable solutions, collaborating with technical teams to translate goals into clear requirements that bring personalized journeys to life.
Guide teams on the best ways to connect with customers, partner on channel and engagement strategies that create thoughtful and relevant customer experiences.
Ensure data flows effortlessly, partnering with technology teams so segmentation and personalization work flawlessly behind the scenes.
Keep the customer at the center of planning, participating in prioritization sessions to make sure CRM efforts support broader business goals and enhance the travel experience
Protect customer trust by ensuring every campaign complies with data privacy regulations (CCPA, GDPR) and Amtrak's governance standards.
Create a shared knowledge hub that makes onboarding easy and promotes consistency—complete with clear documentation, process flows, and best practices for CRM campaigns.
Champion organizational alignment by advocating for our processes and tools—leading initiatives that unify teams, streamline workflows, and ensure consistent adoption across the enterprise.