Cheil USA/Englewood Cliffs, NJ
CRM Program Management Office (PMO) Lead
At Cheil Worldwide, we create connected experiences that move people with work that’s bold enough to stand out, clear enough to be understood, and enduring enough to be remembered. Born from technology and built from one of the world’s largest tech ecosystems, we move with innovation, not after it.
Today, brands exist in a constant stream of interactions, where every moment is an opportunity to connect…or be ignored. That’s why we design connected experiences across online, offline and emerging touchpoints, blending data, insights, creativity, and technology to build what’s next, not just respond to what’s now.
Our approach integrates experiential with data-driven, creatively led marketing, grounded in cultural relevance and built to grow brands.
Cheil USA serves as the lead agency for Samsung. And while Samsung remains a key partner, our work extends across a growing portfolio of globally recognized brands. Powered by a team of 200+ creative problem-solvers, we thrive on pushing boundaries and redefining how brands engage with people.
We are looking for people who chase the Never Been Done Before. Curious thinkers. Driven doers. People who want to create connected experiences that matter.
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. This role is responsible for ensuring on-time, high-quality campaign delivery across multiple teams (Strategy, TCM, Development, QA), while applying a data-driven approach to optimize execution efficiency and prioritization. This is a project management leadership role with a data-informed mindset. It does not own a campaign strategy or segmentation design, but uses performance insights to improve how work is planned and delivered.
Key Responsibilities - Program Management & Governance (Primary Focus)
- 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
- Data-Driven Execution Management (Supporting Focus)
- Use campaign and operational data to inform prioritization and execution decisions
- Identify patterns in campaign delays, QA defects, rework and inefficiencies
- Apply performance signals (e.g., audience size, campaign impact, historical results) 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 (What Good Looks Like) 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
Salary Range: $120,000 - $145,000 annually
This position is eligible for a base salary within the listed range. Actual compensation will be determined based on factors such as relevant experience, skills, qualifications, and internal equity. This role may also be eligible for discretionary bonus. We offer competitive benefits including health coverage, PTO, 401k, and professional development opportunities.
Work Arrangement: This is primarily an onsite role located in Englewood Cliffs, NJ with limited flexibility for remote work at the discretion of the manager and business needs.
Applicants must be currently authorized to work in the United States on a full-time basis. This position is not eligible for visa sponsorship now or in the future.
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