Program Manager, CRM

Deloitte • Cleveland, OH • 8h ago

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Recruiting for this role ends on February 19, 2026

Work you'll do

As a Program Manager (Consultant) within our Customer & Marketing team, you will support the strategy, coordination, and delivery of client marketing and communications programs, with a focus on CRM programs. You will help translate client needs into actionable tasks, ensure work moves smoothly across teams, and contribute to the development of data-driven communications that enhance customer engagement:

Become a trusted partner to internal teams and clients, demonstrating a deep understanding of key stakeholder priorities and objectives.

Serve as a client-facing project manager, leading discussions, managing expectations, and ensuring alignment across stakeholders.

Translate client objectives, requirements, and feedback into clear direction for internal teams and partners.

Manage day-to-day coordination of email and direct mail campaign workflows, ensuring deliverables and timelines are met.

Support the development of thought leadership, campaign briefs, QBRs, status reports, and project documentation.

Facilitate reviews of creative, data, and technical assets to ensure accuracy, consistency, and adherence to channel best practices.

Conduct quality assurance checks across campaign components, including email builds, proofs, and direct mail specifications.

Partner with analytics team to review performance results and support the development of actionable insights.

Coordinate with the technology team to troubleshoot workflow issues, align on data dependencies, and ensure timely and accurate deployment of email and direct mail campaigns.

A successful candidate would possess these skills:

Understanding of CRM channel strategies and best practices (e.g. email, DM, mobile).

Ability to work in an agile, fast-paced environement

Ability to quickly build expertise in clients' business, function, and priorities

Ability to manage complex workflows and coordinate across cross-functional teams

Ability to translate requirements into clear, organized action plans

Ability to review creative assets to ensure alignment with strategy and to assess execution accuracy, craft, and overall quality.

Ability to communicate effectively with both internal and external stakeholders

The team

Deloitte's Advertising, Marketing & Commerce team creates content and experiences that inspire action. We design and implement technology platforms for personalized marketing across all digital touchpoints, specializing in customer-centric B2B and B2C solutions. Our in-house agency engages customers throughout their journey, working on projects like AdTech, MarTech, campaign automation, CRM, and lead-to-loyalty orchestration. Join us to drive impactful customer interactions and business growth.

Qualifications

Required:

3+ years experience in CRM campaign management, account management, or client services supporting email and/or direct mail programs

2+ years experience working with CRM or marketing automation platforms (e.g., Salesforce Marketing Cloud, Adobe)

2+ years experience working within Agile or iterative project environments

2+ years experience managing email and direct mail creative built on modular design systems, reusable templates, or component-based content structures.

2+ years experience developing or managing campaign requirements, briefs, or project documentation

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Ability to travel up to 50% on average based on the work you do and the clients and industries/sectors you serve

Preferred:

Experience supporting programs for financial services, insurance, or other regulated industries

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $88,600 to $163,100.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Customer_US

AMC_US

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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