Mgr Customer Relationship Management (CRM) - 90403973 - Washington
Washington, DC, US, 20001
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.
Job Summary
As Manager of Customer Relationship Management (CRM), you’ll shape how millions of people experience Amtrak. This role blends strategic vision with hands-on execution to create personalized, data-driven campaigns that inspire travel and deliver measurable growth.
You’ll bring a builder’s mindset, sharp problem-solving skills, and a customer-first approach to design lifecycle strategies that deepen relationships and drive engagement. From campaign orchestration to performance optimization, you’ll turn insights into journeys that feel seamless, relevant, and rewarding—always keeping the customer at the heart of every interaction.
Essential Functions
Campaign Strategy & Activation
• Own lifecycle strategies for key segments, ensuring journeys nurture relationships, encourage repeat travel, and build lasting loyalty.
• Create engaging, multi-channel Journeys that reflect customer insights and lifecycle needs, delivering value at every touchpoint.
• Personalize every interaction through smart segmentation, A/B testing, and tailored messaging that feels relevant and welcoming.
• Collaborate with creative teams to deliver assets drive engagement and retention.
• Leverage technology thoughtfully by working closely with CRM and MarTech teams to deliver seamless, personalized experiences.
Journey Design & Customer Experience
• Enhance the customer experience—by identifying opportunities in customer journeys to create moments that reduce churn and increase customer value.
• Create personalized journeys that anticipate customer needs and respond to behaviors, lifecycle milestones, and insights.
• Connect every activation to the bigger picture, ensuring campaigns complement loyalty programs, product launches, and brand initiatives for a unified customer experience.
• Translate insights into action by designing campaigns that anticipate customer needs and exceed expectations.
• Measure what matters, embedding success metrics into every journey and using post-launch insights to elevate engagement and satisfaction.
• Refine and enhance segmentation continuously, so communications feel relevant, tailored, and designed to make customers feel valued and understood.
Cross-Functional Collaboration
• Lead CRM activation with a spirit of partnership, working closely with marketing, loyalty, product, customer care, and digital teams to ensure every campaign aligns with strategic priorities and delivers a seamless customer experience.
• Turn business needs into actionable solutions, collaborating with technical teams to translate goals into clear requirements that bring personalized journeys to life.
• Guide teams on the best ways to connect with customers, partner on channel and engagement strategies that create thoughtful and relevant customer experiences.
• Ensure data flows effortlessly, partnering with technology teams so segmentation and personalization work flawlessly behind the scenes.
• Keep the customer at the center of planning, participating in prioritization sessions to make sure CRM efforts support broader business goals and enhance the travel experience
Documentation & Knowledge Management
• Protect customer trust by ensuring every campaign complies with data privacy regulations (CCPA, GDPR) and Amtrak’s governance standards.
• Create a shared knowledge hub that makes onboarding easy and promotes consistency—complete with clear documentation, process flows, and best practices for CRM campaigns.
• Champion organizational alignment by advocating for our processes and tools—leading initiatives that unify teams, streamline workflows, and ensure consistent adoption across the enterprise.
Minimum Qualifications
- Bachelor’s degree in Marketing, Business, Communications or related field OR equivalent combination of training, education & relevant experience
- 7+ years in CRM or lifecycle marketing with a focus on campaign activation and optimization.
- Strong understanding of customer segmentation, behavioral targeting, and personalization strategies.
- Data-driven mindset with proficiency in marketing analytics, A/B testing, and campaign performance metrics.
- Strong project management and collaboration skills, plus clear, confident communication.
Preferred Qualifications
- 9+ years in CRM or lifecycle marketing with a focus on campaign activation and optimization.
- Hands-on experience with enterprise CRM and project management platforms (e.g., Salesforce Marketing Cloud, Adobe Campaign, Asana, Workfront).
- Experience with Adobe Analytics, Adobe Target, or Adobe Experience Manager
- Familiarity with Martech terminology, general technical concepts, and development methodologies.
Knowledge, Skills, and Abilities
- Proven ability to connect marketing strategy to measurable outcomes.
- Excellent analytical skills.
- Ability to write clearly on business and CRM topics.
- Strong organizational and project management skills.
- Segmentation and segment building
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 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 offerings here.
Requisition ID:165845
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.
