About the team and what we’ll build together

As a Senior Account Manager, you will lead day-to-day CRM program delivery for one of Kobie's largest enterprise clients. You will partner closely with Strategy, Decision Sciences, Creative, Development, QA, and Marketing Operations to bring sophisticated lifecycle marketing campaigns to life. Success in this role requires strong client leadership, cross-functional collaboration, operational excellence, and technical curiosity.

How you will make an impact

• Serve as the primary day-to-day client partner and overall delivery lead, building trusted relationships through proactive communication and exceptional service.
• Lead the planning, coordination, and successful end-to-end delivery of complex CRM initiatives across Strategy, Decision Sciences, Development, Creative, QA, and Marketing Operations, removing obstacles, resolving cross-functional dependencies, and ensuring commitments are met with quality and delivered on time.
• Own the CRM delivery roadmap, balancing strategic priorities, marketing calendars, technical dependencies, and evolving business needs.
• Partner with Strategy and Decision Sciences to translate customer insights into CRM campaigns, lifecycle journeys, personalization strategies, and optimization opportunities.
• Develop a deep understanding of the client's business, customer lifecycle, and marketing objectives to provide thoughtful recommendations that drive measurable business outcomes.
• Collaborate with Development, Marketing Operations, and adjacent teams supporting Loyalty and Gamification to deliver a seamless, connected customer experience across programs.
• Monitor campaign health and email performance using key performance indicators (KPIs), escalating issues and coordinating cross-functional teams to maintain successful campaign execution.
• Support the development of strategic briefs and establish and maintain clear documentation of business rules, operational processes, and program requirements to ensure consistent execution, cross-functional alignment, and knowledge sharing across teams.
• Champion a test-and-learn culture by identifying, prioritizing, and coordinating testing and optimization opportunities across CRM programs.
• Prepare and facilitate client meetings, including agendas, status updates, executive presentations, Executive Business Reviews (EBRs), and roadmap discussions.
• Manage client requests, priorities, scope changes, and issue resolution by coordinating with internal teams and maintaining clear communication on progress, risks, and timelines.
• Proactively identify project risks, dependencies, and delivery challenges, driving timely resolution to maintain client confidence and delivery excellence.
• Own project estimates, timelines, resource plans, and delivery schedules to ensure work is completed on time, within scope, and with a high degree of excellence.
• Support the financial health of the account through resource allocation, revenue and margin forecasting, program profitability, invoicing, and identifying opportunities for account growth.
• Identify improvement opportunities through AI, automation, standardized processes, and developing reusable delivery assets.
• Stay current on CRM, Salesforce, email marketing, data, AI, and competitive trends, bringing forward best practices and innovation to drive client value and business outcomes.

What you need to be successful

• Bachelor's degree in Marketing, Business, Communications, or related field.
• 5+ years of experience, preferably in CRM, loyalty, or client services.
• 2+ years of direct CRM experience required, with hands-on experience supporting email, mobile, and/or other customer lifecycle programs.
• Demonstrated ability to lead complex cross-functional initiatives by coordinating multiple teams, managing dependencies, and driving accountability without direct authority.
• Proven ability to manage multiple projects simultaneously while effectively prioritizing deliverables and deadlines.
• Familiarity with tools such as Google Analytics, Jira, Workfront, and SharePoint is highly desirable.
• Experience with Salesforce Marketing Cloud or another enterprise email marketing platform is preferred; SaaS experience is a plus.
• Proven ability to meet deadlines and work proactively in a fast-paced environment.
• Strategic and tactical CRM marketing experience across email, mobile, and lifecycle marketing programs.
• Working knowledge of email marketing fundamentals, including campaign execution, audience segmentation, personalization, deliverability, and testing best practices.
• Ability to understand CRM and email performance metrics and effectively partner with Decision Sciences and Strategy teams to communicate insights and recommendations.
• Foundational understanding of business financial principles and customer data concepts.
• Self-motivated and able to work independently, applying good judgment and decision-making on your feet.
• Confident and clear verbal and written communication and presentation skills.
• Proactive in contributing ideas and anticipating client and team needs.
• Highly organized, detail-oriented, and outcomes-driven, with exceptional project management skills and the ability to manage complex workstreams, competing priorities, and evolving timelines.
• Strong technical aptitude with the ability to understand CRM platforms, martech ecosystems, and customer data.
• Resourceful, solutions-focused attitude that adapts well to change.
• Ability and willingness to travel as needed to support client meetings, workshops, business reviews, and other key engagement activities.
• Willingness to step in wherever needed and contribute beyond defined responsibilities to ensure exceptional client delivery.
• Flexibility to support critical client initiatives, including occasional work outside standard business hours during major launches, deployments, or production events.