Mgr Customer Relationship Mgmt - 90397156 - Washington
Amtrak•Wilmington, DE
•$113,200 - $146,664•Onsite
About The Position
The Manager CRM will lead the day-to-day management and expansion of our customer relationship management platform, ensuring seamless execution of personalized, data-driven campaigns across the customer lifecycle. This role blends marketing strategy with project management and technical execution, owning CRM journey design and oversight of system configuration, data flow integrity, and cross-channel activation.
Requirements
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. Plus 7 years of relevant work experience.
- 7 years CRM or marketing technology experience, including working with technical teams to develop and deploy Martech platforms configuration and journey building.
- Hands-on experience with enterprise CRM platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Braze, Iterable, Oracle Responsys).
- Strong understanding of data structures, customer segmentation, campaign logic, and channel orchestration.
- Experience working with event-based triggers, and real-time data integrations is a plus.
- Excellent project management, documentation, and stakeholder communication skills.
Nice To Haves
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. Plus 9 years of relevant work experience.
- Experience with SAFe Agile Development Methodology
- Experience with Salesforce platforms, including Salesforce Marketing Cloud, Marketing Cloud Studio, and/or Service Cloud
- Experience with Adobe Analytics, Adobe Target, or Adobe Experience Manager
Responsibilities
- Platform Expansion & Innovation – Drive CRM platform strategy, enhancements, and development priorities to meet evolving business needs.
- Journey Management & Campaign Execution – Manage and optimize customer journeys and campaigns to improve engagement, performance, and customer experience.
- Technical Configuration & Platform Oversight – Oversee CRM platform configuration, integrations, and operational performance to ensure reliable execution.
- Data Flow & Governance – Maintain data integrity, governance, and regulatory compliance across the CRM ecosystem.
- Documentation & Knowledge Management – Develop documentation, training, and knowledge-sharing resources to support consistency, adoption, and operational excellence.
- Cross-Functional Collaboration – Partner across business and technology teams to align CRM capabilities, priorities, and initiatives with organizational goals.
Benefits
- Health, Dental, and Vision Insurance
- 401K with Employer Match
- Generous Paid Time Off
- Wellness Programs
- Railroad Retirement Benefits
- Paid Caregiving Days and Backup Care
- Health Savings Account
- Public Service Student Loan Forgiveness
- Fertility and Family Building Benefits
- No-cost Personal Health Advocate
- Student Loan Assistance
- Adoption and Surrogacy Assistance
- Medical Plan Opt-out Credit
- Tuition and Education Reimbursement
- Paid Family Leave
- Life Insurance
- Rail Pass Privileges
- Short- and Long-term Disability Insurance
- Employee Assistance Program
- No-cost Financial Advisor Sessions
- Commuter and Flexible Spending Accounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
