CRM Lead — Data-Driven Campaign Journeys

Amtrak; Philadelphia (Philadelphia County); On-site; USD 113,000 - 147,000; Full time

Benefits offered by this job

Health Insurance

401K with Employer Match

Generous Paid Time Off

Rail Pass Privileges

Job summary

Amtrak seeks a Manager CRM to lead day-to-day management and expansion of our CRM platform, delivering personalized, data-driven campaigns across the customer lifecycle. This role blends marketing strategy with project management and technical execution, owning CRM journey design and data integrity.

The position can be based in Washington DC, Wilmington, DE, or Philadelphia, PA, with up to 25% travel. Collaboration with business and technology teams is essential to meet evolving customer needs.

Qualifications

• 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.

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.

Skills

CRM experience

Marketing tech

Salesforce MC

Adobe Campaign

Data governance

Campaign orchestration

Event triggers

Project management

Documentation

Education

Bachelor’s Degree

Tools

Salesforce Marketing Cloud

Marketing Cloud Studio

Salesforce Service Cloud

Adobe Analytics

Adobe Target

Adobe Experience Manager

Job description

Amtrak seeks a Manager CRM to lead day-to-day management and expansion of our CRM platform, delivering personalized, data-driven campaigns across the customer lifecycle. This role blends marketing strategy with project management and technical execution, owning CRM journey design and data integrity.

The position can be based in Washington DC, Wilmington, DE, or Philadelphia, PA, with up to 25% travel. Collaboration with business and technology teams is essential to meet evolving customer needs.