Business Manager, CRM

Position Reports To: Business Director/ VP, Business Director / SVP, Business Director
Department: Business Leadership
Office Location: Chicago, Illinois

In Office Requirement: T-W-TH

Overview

As a Business Manager, CRM, you will serve as a key day-to-day partner to clients and internal teams, helping manage CRM programs from planning through execution. You will coordinate customer communications across multiple channels, maintain CRM calendars, manage project timelines, and ensure work moves efficiently through the agency while meeting client expectations.

Working closely with clients, CRM strategists, creative teams, analytics partners, and activation teams, you will help bring customer engagement programs to life while developing a strong understanding of customer lifecycle marketing, personalization, and CRM best practices.

Things You'll Do

• Serve as a day-to-day contact for assigned CRM clients, building strong working relationships and maintaining consistent communication.
• Manage CRM marketing calendars and campaign schedules, ensuring programs are delivered accurately and on time.
• Coordinate the development and execution of CRM communications across channels, primarily focusing on email and SMS.
• Develop project timelines and collaborate with internal teams to ensure deliverables remain on schedule.
• Lead internal status meetings and maintain detailed project documentation, timelines, and action items.
• Prepare client meeting agendas, presentation materials, meeting recaps, and follow-up communications.
• Review client-facing materials for accuracy, consistency, and quality before delivery. Execute detailed QA reviews on all email and SMS messages.
• Coordinate feedback and approvals between clients and agency teams.
• Partner with CRM strategists to ensure campaign execution aligns with customer journey and engagement objectives.
• Collaborate with creative, analytics, production, and activation teams throughout the development process.
• Track program milestones and proactively identify potential risks, timing issues, or operational challenges.
• Support testing and optimization initiatives through campaign setup coordination, documentation, and results tracking.
• Maintain organized records of CRM programs, creative assets, approvals, and campaign documentation.

Things We're Looking For

• 2 to 4 years of experience in account management, CRM, digital marketing, agency account services, project management, or related fields.
• Strong organizational and project management skills with exceptional attention to detail.
• Ability to manage multiple projects and deadlines simultaneously in a fast-paced environment.
• Excellent written and verbal communication skills.
• Comfort interacting directly with clients and building trusted working relationships.
• Strong problem-solving skills and a proactive mindset.
• Interest in customer experience, CRM, lifecycle marketing, and digital marketing.
• Ability to collaborate effectively across multiple disciplines and teams.
• Proficiency in PowerPoint, Excel, Word, and project management tools.
• Comfortable learning and using new technologies.

Characteristics of Success

• You are highly organized and thrive on keeping projects moving.
• You are dependable and proactive in anticipating client and team needs.
• You communicate clearly and confidently with both clients and colleagues.
• You enjoy managing details without losing sight of the bigger picture.
• You are curious about customer behavior and how brands build lasting customer relationships.
• You remain calm and solution-oriented in a fast-paced environment.