Manager Customer Lifecycle - 90397156 - Washington

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.

SUMMARY OF DUTIES:

The Manager, Customer Relationship Management (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. The ideal candidate brings a builder's mindset, strong familiarity with Martech concepts and platforms, an understanding of Agile development processes, and a passion for enabling meaningful, measurable customer engagement.

ESSENTIAL FUNCTIONS:

Platform Expansion & Innovation

• Drive roadmap planning in collaboration with technical teams, translating business needs into well documented requirements and use cases to advance CRM functionality.
• Represent the CRM team in SAFe Agile prioritization sessions, prioritizing the development backlog based on business needs and value.
• Build and present views on the development roadmap and sequencing to stakeholders and leadership.
• Work closely with technical teams and business stakeholders to ensure development teams remain on track, open questions are answered, and stakeholders are aligned.
• Evaluate new features, modules, and third-party tools to scale CRM effectiveness.
• Represent business stakeholders in user acceptance testing (UAT) to ensure development functionality meets business objectives.
  
  

Journey Management & Campaign Execution

• Work with marketing strategists to design, implement, and optimize automated cross-channel customer journeys based on behavioral triggers, lifecycle stages, and business goals.
• Ensure success measurement is an integrated into all journeys and strategies, and monitor metrics post-launch for effectiveness and intended functionality.
• Document and track any technical or data issues preventing the delivery of messaging, customizations, or CRM functionality.
• Collaborate with lifecycle marketing, loyalty, and product teams to align journeys with customer strategy and channel capabilities.
  
  

Technical Configuration & Platform Oversight

• Own the configuration of campaigns, segments, data extensions, and automation workflows within the CRM platform (e.g., Salesforce Marketing Cloud, Salesforce Data Cloud, etc).
• Partner with IT, data engineering, and MarTech teams to ensure end-to-end data flow-from ingestion and segmentation to campaign execution and reporting.
• Document technical issues and oversee resolution with vendors or internal teams.

Data Flow & Governance

• Work with responsible technical and data teams to ensure accurate, timely, and secure movement of customer data into and out of the CRM ecosystem.
• Maintain data schema documentation, manage audience logic, and support compliance with privacy regulations (e.g., CCPA, GDPR).
• Support segmentation, suppression, and test group logic in partnership with analytics teams.

Documentation & Knowledge Management

• Develop and maintain CRM campaign documentation, SOPs, process flows, and training materials.
• Establish a shared knowledge base to support onboarding, platform consistency, and best practices.
• Conduct training and enablement sessions for cross-functional users and contributors.
  
  

Cross-Functional Collaboration

• Act as a CRM subject matter expert, partnering with marketing, service lines, analytics, loyalty, product, customer care, and DT teams.
• Participate in planning and prioritization to ensure CRM supports broader business and customer goals.
• Represent CRM in platform governance and change management processes.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in Marketing, Information Systems, Business, or a related field. OR equivalent combination of training, education & relevant experience
• 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.
• 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.

PREFERRED QUALIFICIATIONS

• 7-10 years of CRM or marketing technology experience, including working with technical teams to develop and deploy Martech platforms configuration and journey building.
• Experience with SAFe Agile Development Methodology
• Experience with Salesforce platforms, including Salesforce Marketing Cloud, Marketing Cloud Personalization Studio, and/or Service Cloud

WORK ENVIRONMENT:

Typically, will need to comprehend various business processes in order to quickly grasp new concepts, approaches and systems

Utilizes computer keyboard and monitor to perform a variety of tasks

Climate-controlled office environment. Performs tasks that require sitting, standing and/or walking.

COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.

The salary/hourly range is $113,200-$146,664, Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, 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 and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offeringshere.

Requisition ID:165017

Work Arrangement:06-Onsite 4/5 DaysClick 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..