Project Manager, CRM Operations

Careers – Cheil North America | Advertising/Marketing

1h 59m ago

Hybrid

Full Time

United States of America

Cheil USA/Project Management
Position Title: Project Manager, CRM Operations

Working model: Full-time, 9am – 6pm, on-site 4 days-a-week with one flex remote day, Cheil USA, Plano, Tx

Department: PMO
Position Overview
The Project Manager owns how CRM campaign delivery runs for Samsung Electronics America (SEA). The Technical Campaign Management team takes briefs from the line-of-business (LOB) teams and ships campaigns through the development and QA teams; this role designs, runs and keeps improving the system they work in: the workflow, the SLAs, the resourcing and traffic, the billing, and the tools.

The role is built for an experienced CRM operations PM who has run end-to-end email programs at scale, knows the Adobe stack well enough to speak with developers, and has lived through flagship launch cycles.

You will make Adobe Workfront the single source of truth for every campaign, catch operational risks before they become missed sends, and use AI to make delivery faster and cleaner each quarter.

You will be on-site in Plano next to the client and the wider Cheil USA team, managing a mix of US, offshore and third-party resources.

Key Responsibilities
Campaign workflow design and governance

Set up and run the end-to-end campaign workflow: Brief → Review → QA → Development → QA → Proof to client → Feedback → Redevelopment → QA → Proof → Confirmation and deployment.
Define the entry and exit criteria, owners and hand-offs for every stage, so each team knows what "done" means before work moves on.
Keep workflow documentation, runbooks and checklists current as LOBs, channels and tools change.

SLA setup and management

Define SLAs by campaign type and complexity, from simple resends to flagship launch programs.
Track turnaround, revision rounds, QA defects and on-time deployment, and report them to the client and internal leadership.
Escalate early when an SLA is at risk, and drive root-cause fixes, not one-off workarounds.

SOW, resource and traffic management

Set up and maintain the scope of work, rate cards and resource plans with the client and delivery partners.
Run daily traffic: intake, prioritization, capacity planning and assignment across US, offshore and third-party development and QA teams.
Forecast demand around the marketing calendar and flag resource gaps ahead of peak periods.

Billing management

Manage monthly billing to the client and invoice reconciliation with vendors against SOWs and actual delivery.
Track hours, volumes and scope changes so every invoice can be traced back to work delivered.

Operating cadence and process innovation

Run regular operating reviews with the Technical Campaign team, developers, QA and the client to surface operational challenges early.
Turn recurring issues into process changes that improve quality and speed at the root: templates, checklists, automation, clearer briefs.
Lead the PM side of flagship launch cycles such as Galaxy launches, keeping the team calm, prioritized and on schedule under heavy volume and late changes.

Adobe Workfront ownership

Use Adobe Workfront to its full potential as the system of record for intake, workflow, proofing, approvals, resourcing and reporting.
Configure templates, forms, routing and dashboards, and train internal teams and partners to use them consistently.
Support the move from other tools such as Jira and email into Workfront without disrupting live delivery.

AI-enabled delivery

Find steps in the workflow where AI can cut cycle time or errors, such as brief validation, QA checks, status reporting and documentation.
Pilot and roll out AI tools with the team, and measure the impact on speed and quality.

Required Qualifications

7+ years in CRM or email marketing operations, including at least 3 years as a project or program manager, at an agency or in-house at a consumer brand.
Hands-on experience running an end-to-end CRM process, from brief through development, QA, proofing, approval and deployment, at a volume of hundreds of campaigns a year.
Deep, hands-on experience with Adobe Workfront: building templates, forms, workflows, proofing and approvals, resource planning and dashboards. Experience with other tools such as Jira is a plus, but Workfront depth is required.
Working knowledge of the CRM technology stack: Adobe Campaign, Adobe Target, Adobe Experience Manager, email HTML, and testing tools such as Litmus and Email on Acid. You do not need to code, but you can follow a technical discussion and judge whether an estimate or fix is realistic.
Proven experience setting up and managing SLAs, SOWs, resource plans and billing with clients and vendors, including offshore or third-party teams.
Experience delivering through major product launch cycles with high volume, fixed dates and late changes, and staying steady under that pressure.
A track record of process improvement that measurably raised quality or speed, including the use of AI or automation in operations.
Clear, positive communication with internal teams, partners and senior client stakeholders, and a strong personal commitment to on-time, error-free delivery.

Preferred Qualifications

Adobe Workfront certification (Project Manager or Program Architect), or PMP / Agile certification.
Experience setting up or migrating a team into Workfront, including integration with Adobe Experience Cloud tools.
Experience with global technology brands, especially on flagship device launches.
Experience running delivery with teams across time zones (US, India, Latin America).

Required Skills

adobe_cloudadobe_campaignadobe_target

Required Languages

🇬🇧 English