Project Manager, CRM Operations

CHEIL USA•Plano, TX

1h•Hybrid

About The Position

The Project Manager, CRM Operations owns CRM campaign delivery operations for Samsung Electronics America (SEA). The role designs, manages, and continuously improves the workflow, service-level agreements, resourcing and traffic, billing, and tools used by the Technical Campaign Management team to deliver campaigns from line-of-business briefs through development and quality assurance. The position is intended for an experienced CRM operations project manager who has managed end-to-end email programs at scale, can engage in technical discussions about the Adobe stack, and has supported major product launch cycles. The Project Manager will make Adobe Workfront the system of record for campaigns, identify operational risks before they affect deployment, and introduce AI and automation to improve delivery speed and quality. The position is based on-site in Plano four days per week, with one flexible remote day, working alongside the client and Cheil USA team and managing 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 the end-to-end CRM process from brief through development, QA, proofing, approval, and deployment, at a volume of hundreds of campaigns per year.
Deep, hands-on Adobe Workfront experience building templates, forms, workflows, proofing and approvals, resource plans, and dashboards.
Working knowledge of the CRM technology stack, including Adobe Campaign, Adobe Target, Adobe Experience Manager, email HTML, and testing tools such as Litmus and Email on Acid; able to follow technical discussions and assess estimates or fixes without needing to code.
Proven experience establishing and managing SLAs, SOWs, resource plans, and billing with clients and vendors, including offshore or third-party teams.
Experience delivering major product launch cycles with high volumes, fixed dates, and late changes while remaining steady under pressure.
A track record of measurable process improvements in quality or speed, including use of 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 the complete campaign workflow, defining stage criteria, owners, and hand-offs, and keeping workflow documentation, runbooks, and checklists current.
Define and manage SLAs by campaign type and complexity; monitor turnaround, revision rounds, QA defects, and on-time deployment; report performance; and address risks and root causes.
Maintain scopes of work, rate cards, and resource plans with the client and delivery partners.
Manage daily campaign 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 SOWs and actual delivery, tracking hours, volumes, and scope changes.
Run regular operational reviews with the Technical Campaign team, developers, QA, and the client.
Convert recurring issues into process improvements, including templates, checklists, automation, and clearer briefs.
Lead the project management side of flagship launch cycles, including Galaxy launches, keeping delivery prioritized and on schedule amid high volumes and late changes.
Own Adobe Workfront as the system of record for intake, workflow, proofing, approvals, resourcing, and reporting; configure templates, forms, routing, and dashboards; and train teams and partners.
Support migration from tools such as Jira and email into Workfront while maintaining live delivery.
Identify opportunities to apply AI to workflow steps such as brief validation, QA checks, status reporting, and documentation; pilot and roll out tools and measure their impact.