PMO Lead, CRM

Cheil Worldwide is the 11th-largest creative agency in the world. Headquartered in Seoul, South Korea, we were founded by Samsung in 1973 to grow its local and global business. While Samsung is still one of our main clients, our roster has evolved to include other globally recognized brands such as Adidas, Coca-Cola, ESPN, Lego, Nivea, Pay Pal, Starbucks and many more.

Cheil North America has offices in NYC, Dallas, and Toronto, and serves as the lead agency for all Samsung projects across the continent. But collectively, we are unified force of creative problem-solvers who share a passion for developing groundbreaking ideas rooted in data, driven by insights, and enabled by innovative technology.

And that brings us to you… or rather you to us. Pushing boundaries and traditional advertising requires a curious mind undeterred by the never‑been‑done. We need a thinker and doer eager to explore new ways to connect with consumers beyond offering a product. If blending analytics with intuition and imagination makes your eyes sparkle, read on!

We are seeking a CRM Program Management Office (PMO) Lead to drive the transformation of our CRM operating model into an AI-enabled, scalable governance framework.

This role will internalize operational oversight, implement structured intake and prioritization models, and oversee SLA performance across Adobe Campaign and HTML production teams.

This is not a traditional traffic management role, but a transformational leadership role.

• Own CRM governance framework and intake model
• Implement and manage PM tool (Workfront / Jira) based PM structure
• Define priority and sprint allocation aligned with Dev. capacity
• Monitor SLA performance and production KPIs
• Lead risk management and RCA process
• Drive automation and process innovation initiatives
• Coordinate cross-functional teams (Technical Campaign Management, Adobe Campaign Manager Development, HTML Development, Quality Assurance)
• Support AI-enabled CRM capability evolution

• 8–12+ years in digital production or CRM program management
• Experience managing Martech-driven environments
• Strong understanding of Adobe Campaign or similar CRM platforms and HTML
• Experience With PM Tools (Workfront / Jira Preferred)
• Demonstrated SLA and capacity management expertise
• Strong analytical and reporting skills
• Ability to manage offshore and cross-functional teams
• Bachelor’s degree required; PMP (Project Management Professional) preferred

• Experience in enterprise CRM operations
• Experience implementing PM tool governance
• Exposure to AI-enabled marketing processes