Senior CRM Specialist - Adobe Experience Cloud

Level Agency

3d•Remote

About The Position

The Senior CRM Specialist is a hands-on, technically strong CRM operator who builds, deploys, and maintains email campaigns and customer journeys in Adobe Experience Cloud for Level’s clients. This is not a pure engineering role; the specialist is expected to understand the purpose of each journey and apply lifecycle-marketing judgment to campaign and journey builds. Based within Level’s Martech & Analytics team, the specialist owns work from setup through deployment, makes sound decisions with minimal oversight, and recommends improvements. The role includes taking over existing instances, diagnosing and repairing issues, and maintaining reliable campaign and journey operations. The position is fully remote for residents of the United States and Canada; occasional travel for company events and team working sessions may be required. Visa sponsorship is not available. Level Agency is an AI-powered performance marketing agency serving complex, high-consideration brands across industries including education, B2B technology, financial services, healthcare, consumer packaged goods, and ecommerce. Its services span media, creative, SEO and AI search, CRM and automation, and analytics. Following its 2025 acquisition of BAM Strategy, Level expanded into digital experience, CRM strategy, personalization, and loyalty. The company has a 250-person fully remote team supporting more than 150 brands. The role requires ongoing use and experimentation with AI tools to improve work, documenting and sharing learnings, iterating on workflows, and adapting to new tools. AI is intended to support creativity, strategy, and execution rather than replace thoughtful work. Level describes its core values as No Ego, All In; Better Every Day; Relentless for Results; and Driven by Truth.

Requirements

Hands-on production experience with Adobe Campaign (Classic or Standard) and/or Adobe Journey Optimizer / Adobe Experience Platform.
Demonstrated ownership of CRM work end to end with minimal oversight.
Ability to take over an existing instance built by others, diagnose problems, and repair existing configuration.
Strong understanding of lifecycle marketing and the ability to assess whether journeys serve customers and business goals.
Sound judgment about when to make decisions independently and when to escalate; confidence to push back on impractical briefs.
Clear written and verbal communication, including the ability to explain technical issues to non-technical stakeholders.
Working knowledge of HTML/CSS for email-template troubleshooting and customization.
Working knowledge of email and SMS compliance regulations.
Bachelor’s degree in Marketing, Information Systems, Computer Science, Business, or a related field, or four additional years of equivalent professional experience.
Five to eight years of hands-on CRM and lifecycle marketing experience, including significant production work in Adobe Experience Cloud email and journey platforms.
Proficiency with AI tools and willingness to integrate them into work, share learnings, and adapt workflows.

Nice To Haves

Hands-on Salesforce Marketing Cloud experience, including Journey Builder, Email Studio, Automation Studio, AMPscript, and SQL query activities; strongly preferred.
Experience with other CRM and marketing automation platforms, such as Microsoft Dynamics 365, Klaviyo, or Braze.
Experience with Adobe Experience Platform segments, schemas, and audience activation.
SQL or JavaScript scripting for workflow customization and troubleshooting.
Telecom or B2C subscription-industry CRM experience.
Agency-side or client-facing experience.
Adobe Certified Professional or Expert certification in Adobe Campaign or Adobe Journey Optimizer.
Salesforce Marketing Cloud certification, such as Email Specialist, Developer, or Consultant.
Agency experience supporting CRM programs for multiple clients simultaneously.

Responsibilities

Own the end-to-end build, quality assurance, and deployment of email campaigns in Adobe Campaign (Classic or Standard) and/or Adobe Journey Optimizer.
Translate campaign briefs and journey maps into working builds, use sound judgment to fill gaps, and raise questions early when requirements are incomplete or impractical.
Configure audience targeting, personalization, and dynamic content using existing templates and data schemas.
Manage the send calendar, including scheduling, dependency sequencing, and deployment-readiness checks for rendering, links, suppression, and compliance with CAN-SPAM, TCPA, and CASL.
Configure and maintain multistep, multichannel journeys, including email and, where in scope, SMS and push notifications; implement segmentation, flow control, and decision logic.
Perform journey quality assurance covering logic, timing, and audience entry and exit conditions before activation.
Audit existing campaign and journey builds, workflows, and data schemas; diagnose and fix broken, redundant, or misconfigured elements without disrupting live sends.
Recommend improvements to journey logic, segmentation, and program performance, and explain both the marketing rationale and technical approach.
Propose solutions when escalating structural or data-quality issues requiring architecture-level decisions.
Communicate with internal teams and client stakeholders, set expectations, flag risks, and explain technical trade-offs in plain language.
Document builds and fixes to provide a clear, reliable handoff trail.
Experiment with AI tools to improve the speed, quality, and impact of work; document and share prompts, process improvements, and use cases; and iteratively refine AI workflows.

Benefits

Monthly work-from-home stipend.
Summer Fridays.
Unlimited PTO for U.S.-based employees; competitive vacation for Canada-based employees.
Parental and family leave options.
Comprehensive health benefits.
Mental health support.
Company-paid disability coverage.
Company-paid life insurance.
Employer retirement contributions: 401(k) in the U.S. and RRSP match in Canada.
Quarterly performance reviews and career advancement opportunities.