Program Manager, CRM and Loyalty

Summary

Dentsu is an agency serving high-profile clients through integrated marketing and customer experience initiatives. The Program Manager will lead CRM, loyalty, and integrated marketing programs, coordinating cross-functional teams, managing client relationships, and ensuring successful delivery against timelines, budgets, and quality standards.

Responsibilities

• Drive planning, execution, and delivery of CRM, loyalty, and integrated marketing programs
• Develop program roadmaps, timelines, success metrics, and delivery strategies
• Manage multiple workstreams and dependencies across teams and stakeholders
• Identify risks, solve issues proactively, and keep programs moving forward
• Build trusted relationships with client stakeholders
• Lead status meetings, program reviews, and executive presentations
• Translate business objectives into actionable delivery plans
• Help clients navigate change and transformation initiatives
• Partner closely with strategy, creative, technology, analytics, and operations teams
• Coordinate work across distributed teams and time zones
• Align stakeholders around priorities and guide teams through ambiguity
• Monitor workloads, resolve conflicts, and facilitate solutions when challenges arise
• Maintain program health, timelines, and quality standards
• Manage program budgets and forecasting
• Track progress against goals and communicate status to leadership
• Capture learnings and best practices to improve future programs

Skills

• 3-5+ years of experience in a **Program Manager** role within an agency, marketing, consulting, or similar environment
• Proven experience leading cross-functional teams and managing complex programs
• Experience supporting CRM, customer engagement, marketing technology, or digital transformation initiatives
• Strong client-facing and stakeholder management skills
• Exceptional communication, organization, and problem-solving abilities
• Experience working across multiple disciplines, including strategy, creative, technology, analytics, and delivery teams
• Experience presenting to senior leaders and executives
• A strong communicator who can influence without direct authority
• Comfortable working through ambiguity and change
• Skilled at bringing diverse teams together around a common goal
• Able to balance strategic thinking with hands-on execution
• Experienced in navigating the pace and complexity of agency life
• Experience with **loyalty programs**
• Experience managing CRM transformation initiatives
• Familiarity with marketing technology platforms, CRM systems, and marketing automation tools
• Experience working with Fortune 500 brands and complex enterprise organizations
• Experience partnering closely with strategy teams and overseeing strategic workstreams

Qualifications

Must Haves

• 3-5+ years of experience in a **Program Manager** role within an agency, marketing, consulting, or similar environment
• Proven experience leading cross-functional teams and managing complex programs
• Experience supporting CRM, customer engagement, marketing technology, or digital transformation initiatives
• Strong client-facing and stakeholder management skills
• Exceptional communication, organization, and problem-solving abilities
• Experience working across multiple disciplines, including strategy, creative, technology, analytics, and delivery teams
• Experience presenting to senior leaders and executives
• A strong communicator who can influence without direct authority
• Comfortable working through ambiguity and change
• Skilled at bringing diverse teams together around a common goal
• Able to balance strategic thinking with hands-on execution
• Experienced in navigating the pace and complexity of agency life

Nice to Haves

• Experience with **loyalty programs**
• Experience managing CRM transformation initiatives
• Familiarity with marketing technology platforms, CRM systems, and marketing automation tools
• Experience working with Fortune 500 brands and complex enterprise organizations
• Experience partnering closely with strategy teams and overseeing strategic workstreams

Benefits

• Medical, vision, and dental insurance
• Life insurance
• Short-term and long-term disability insurance
• 401k
• Flexible paid time off
• At least 15 paid holidays per year
• Paid sick and safe leave
• Paid parental leave
• Enjoy the flexibility of a remote-first environment.