Project Manager, CRM Operations

Cheil•Plano, TX

2d•Hybrid

About The Position

The Project Manager, CRM Operations owns the operating system for CRM campaign delivery for Samsung Electronics America. The role designs, runs, and continuously improves campaign workflows, SLAs, resourcing and traffic, billing, and tools for the Technical Campaign Management team, which takes briefs from line-of-business teams and delivers campaigns through development and QA. The position is intended for an experienced CRM operations project manager who has managed end-to-end email programs at scale, understands the Adobe technology stack, and has experience with major launch cycles. The role makes Adobe Workfront the system of record for campaigns, identifies operational risks before they affect delivery, and uses AI and process improvements to increase speed and quality. The Project Manager works on-site in Plano alongside the client and Cheil USA teams, coordinating US, offshore, and third-party resources.

Requirements

At least 7 years of experience in CRM or email marketing operations, including at least 3 years as a project or program manager at an agency or consumer brand.
Hands-on experience managing end-to-end CRM processes from brief through development, QA, proofing, approval, and deployment, at a volume of hundreds of campaigns per year.
Deep, hands-on Adobe Workfront experience, including building templates, forms, workflows, proofing and approvals, resource plans, and dashboards.
Working knowledge of Adobe Campaign, Adobe Target, Adobe Experience Manager, email HTML, and testing tools such as Litmus and Email on Acid.
Ability to follow technical discussions and assess whether estimates or proposed fixes are realistic; coding is not required.
Proven experience establishing and managing SLAs, scopes of work, resource plans, and billing with clients and vendors, including offshore or third-party teams.
Experience delivering major product launch cycles involving high volume, fixed dates, and late changes while remaining steady under pressure.
A track record of process improvement that measurably improved quality or speed, including AI or automation in operations.
Clear, positive communication with internal teams, partners, and senior client stakeholders, and a strong commitment to on-time, error-free delivery.

Nice To Haves

Adobe Workfront certification (Project Manager or Program Architect), or PMP or Agile certification.
Experience setting up or migrating a team into Workfront, including integration with Adobe Experience Cloud tools.
Experience with global technology brands, especially flagship device launches.
Experience managing delivery with teams across time zones, including the US, India, and Latin America.
Experience with tools such as Jira.

Responsibilities

Design and run end-to-end campaign workflows from brief through review, development, QA, client proofing, feedback, approval, and deployment.
Define workflow entry and exit criteria, ownership, and handoffs; maintain workflow documentation, runbooks, and checklists.
Set SLAs by campaign type and complexity, track turnaround, revision rounds, QA defects, and on-time deployment, and report performance.
Escalate SLA risks early and drive root-cause improvements.
Set up and maintain scopes of work, rate cards, and resource plans with clients and delivery partners.
Manage daily traffic, including intake, prioritization, capacity planning, and assignment across US, offshore, and third-party development and QA teams.
Forecast demand around the marketing calendar and identify resource gaps ahead of peak periods.
Manage monthly client billing and vendor invoice reconciliation against scopes of work and actual delivery; track hours, volumes, and scope changes.
Run operating reviews with the Technical Campaign team, developers, QA, and the client to surface challenges and improve delivery.
Convert recurring issues into process changes, including templates, checklists, automation, and clearer briefs.
Lead the project management side of flagship launch cycles, including Galaxy launches, keeping work prioritized and on schedule amid high volumes and late changes.
Own Adobe Workfront for intake, workflow, proofing, approvals, resourcing, and reporting; configure templates, forms, routing, and dashboards and train teams and partners.
Support migrations from tools such as Jira and email into Workfront without disrupting live delivery.
Identify workflow steps where AI can reduce cycle time or errors, pilot and roll out AI tools, and measure their impact on speed and quality.