Amtrak · 10 hours ago
Mgr Customer Relationship Management (CRM) - 90403973 - Washington
Washington, DC
Full-time
Onsite
Mid, Senior Level
$113K/yr - $147K/yr
7+ years expAmtrak is a company that connects businesses and communities across the country, employing over 20,000 professionals. They are seeking a Manager of Customer Relationship Management (CRM) to shape customer experiences through strategic vision and hands-on execution in creating personalized campaigns that inspire travel and drive measurable growth.
Service IndustrySoftwareTourismTravel
Responsibilities
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
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
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
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
Qualification
Required
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
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
Benefits
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
Rail pass privileges
Company
Amtrak
Amtrak is a provider of intercity passenger rail services across the country, connecting major cities and regions.
10001+ employees
H1B Sponsorship
Amtrak has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (57)
2024 (40)
2023 (50)
2022 (52)
2021 (42)
2020 (34)
Funding
Current Stage
Late StageTotal Funding
$125.7MKey Investors
Federal Railroad AdministrationU.S. Department of Transportation
2024-09-03Grant· $63.9M
2023-09-25Grant· $8.8M
2022-08-18Grant· $45M
Leadership Team
John McSorley
Director of Critical Infrastructure Protection
Recent News
2026-01-05
bloomberglaw.com
2026-01-03
2026-01-03
Company data provided by crunchbase