Mgr Customer Relationship Mgmt

About this job

Your success is a train ride away! As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees. Are you ready to join our team? Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future. This position can be based out of Washington DC; Wilmington, DE; or Philadelphia, PA. Job Summary 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. Essential Functions 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. Minimum 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. Preferred Qualifications 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 Knowledge, Skills, and Abilities Fluency in Martech terminology, general technical concepts, and development methodologies. Ability to connect business goals and objectives to technical needs and requirements. Excellent analytical skills. Ability to write clearly on business and technical topics. Strong organizational and project management skills. Strong interpersonal relationships and skills. Experience with large datasets. The salary/hourly range is $113,200.00 – $146,664.00. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position. Health and Wellbeing Financial and Retirement Work and Family Life Support 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 Learn more about our benefits offerings here. Requisition ID:167190 Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak. Relocation Offered:No Travel Requirements:Up to 25% You power our progress through your performance. We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions. Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen. Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law. In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions. In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses. Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience. Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.