Mgr Customer Relationship Management; CRM Washington

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful  living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

As Manager of Customer Relationship Management (CRM), you’ll shape how millions of people experience Amtrak. This role blends strategic vision with hands‑on execution to create personalized, data‑driven campaigns that inspire travel and deliver measurable growth.

You’ll bring a builder’s mindset, sharp problem‑solving skills, and a customer‑first approach to design lifecycle strategies that deepen relationships and drive engagement. From campaign orchestration to performance optimization, you’ll turn insights into journeys that feel seamless, relevant, and rewarding—always keeping the customer at the heart of every interaction.

• Own lifecycle strategies for key segments, ensuring journeys nurture relationships, encourage repeat travel, and build lasting loyalty.
• Create engaging, multi‑channel Journeys that reflect customer insights and lifecycle needs, delivering value at every touchpoint.
• Personalize every interaction through smart segmentation, A/B testing, and tailored messaging that feels relevant and welcoming.
• Collaborate with creative teams to deliver assets that drive engagement and retention.
• Leverage technology thoughtfully by working closely with CRM and Mar Tech teams to deliver seamless, personalized experiences.

• Enhance the customer experience—by identifying opportunities in customer journeys to create moments that reduce churn and increase customer value.
• Create personalized journeys that anticipate customer needs and respond to behaviors, lifecycle milestones, and insights.
• Connect every activation to the bigger picture, ensuring campaigns complement loyalty programs, product launches, and brand initiatives for a unified customer experience.
• Translate insights into action by designing campaigns that anticipate customer needs and exceed expectations.
• Measure what matters, embedding success metrics into every journey and using post‑launch insights to elevate engagement and satisfaction.
• Refine and enhance segmentation continuously, so communications feel relevant, tailored, and designed to make customers feel valued and understood.

• Lead CRM activation with a spirit of partnership, working closely with marketing, loyalty, product, customer care, and digital teams to ensure every campaign aligns with strategic priorities and delivers a seamless customer experience.
• Turn business needs into actionable solutions, collaborating with technical teams to translate goals into clear requirements that bring personalized journeys to life.
• Guide teams on the best ways to connect with customers, partner on channel and engagement strategies that create thoughtful and relevant customer experiences.
• Ensure data flows effortlessly, partnering with technology teams so segmentation and personalization work flawlessly behind the scenes.
• Keep the customer at the center of planning, participating in prioritization sessions to make sure CRM efforts support broader business goals and enhance the travel experience.

• Protect customer trust by ensuring every campaign complies with data…