PMO Lead, CRM

About the role

We are seeking a CRM Program Lead (Data-Driven PMO) to lead end-to-end CRM campaign execution through strong project governance and cross-functional coordination.

Key Responsibilities

• Own end-to-end CRM campaign execution across intake, prioritization, build, QA, and deployment
• Manage project timelines, milestones, and resource allocation across TCM, Dev, QA, and partners
• Establish and enforce intake processes, workflows, and SLA frameworks
• Prioritize campaign requests based on business impact, urgency, and team capacity
• Drive structured coordination across global teams and ensure clear accountability
• Track all deliverables using PM tools such as Workfront, Jira, or similar
• Proactively identify risks and manage escalation and resolution (RCA)
• Lead status meetings and provide clear reporting on delivery progress and operational KPIs
• Use campaign and operational data to inform prioritization and execution decisions
• Identify patterns in campaign delays, QA defects, rework and inefficiencies
• Apply performance signals to guide workflow and scheduling decisions
• Support post-campaign reviews by highlighting execution insights and improvement opportunities
• Recommend process improvements to enhance speed, quality, and predictability of delivery

Cross-Functional Coordination

• Serve as the central point of coordination across Strategy & Data team, Technical Campaign Management (TCM), Development (ACM / HTML), QA and external partners
• Ensure seamless handoffs between strategy → technical specification (TCM), specification → development, development → QA → deployment
• Foster a collaborative and accountable working model across all teams

Required Qualifications

• 7+ years of experience in project/program management within CRM, marketing operations, or digital campaign environments
• Proven experience managing complex workflows and cross-functional teams (Strategy, Dev, QA, offshore teams)
• Strong understanding of CRM campaign execution lifecycle (segmentation → build → QA → deployment)
• Hands-on experience with PM tools (Workfront, Jira, Asana, etc.)
• Strong analytical mindset with the ability to use data to support operational decision-making
• Excellent communication, prioritization, and problem-solving skills
• Experience managing multiple concurrent campaigns in a deadline-driven environment

Preferred Qualifications

• Experience working with CRM platforms such as Adobe Campaign (preferred), Salesforce Marketing Cloud, Braze, or similar
• Familiarity with audience segmentation concepts and campaign performance metrics
• Experience tracking and improving SLA, cycle time, and QA quality metrics
• Exposure to dashboarding and reporting tools for operational visibility
• PMP, Scrum, or similar certification

Success Profile

Within the first 3–6 months, this role should:

• Establish clear campaign prioritization and SLA governance
• Improve on-time delivery rate and reduce execution delays
• Increase visibility into campaign pipeline and resource allocation
• Identify and implement process improvements to reduce rework and inefficiencies
• Introduce a more data-informed approach to execution management

Pay

Salary Range: $120,000 - $145,000 annually