CRM Lead Specialist

The Role

The CRM Lead Specialist owns production quality and delivery across Domaine's entire CRM client roster — migration projects and ongoing retainers, creative and technical work alike. This role sits between our Specialists and our Strategists/Team Lead: managing a small team of Specialists day to day, holding the line on QA and execution standards across every deliverable that goes out the door, and pushing the department forward on AI-forward tooling and innovation in CRM.

Reports to: Director of CRM

Direct reports: 3–4 Specialists

Location: Fully remote; must maintain EST working hours

What You'll Do

Production Management, Across the Board

• Own production oversight across all CRM clients — migration projects and retainers alike — spanning both creative and technical execution.
• Serve as the checkpoint between Specialist output and what reaches Strategists and clients: nothing ships without passing through your review.
• Coordinate production workflows across accounts to keep delivery on time and on standard, flagging capacity or timeline risk early.

Deep QA & Deliverable Oversight

• Own deep QA on all deliverables the Specialist team produces — builds, segmentation, automation, deployment, copy and design implementation — not spot checks, full review.
• Set and enforce execution standards and documentation practices consistently across Creative and Technical tracks.
• Act as the escalation point for complex technical or production issues that exceed individual Specialist capacity.

People Management

• Directly manage 3–4 CRM Specialists across Creative and Technical tracks: performance, day-to-day workload, and development.
• Run regular 1:1s with coaching and feedback tailored to each Specialist's discipline.
• Identify skill gaps, build development plans, and support onboarding of new Specialists.
• Serve as first escalation point for Specialist-level blockers and quality issues.

Billable Utilization & Resourcing

• Own Specialist team billable utilization, with an 80% target across direct reports.
• Monitor utilization weekly; proactively address over- or under-utilization across accounts and individuals.
• Manage staffing allocation across client accounts and partner with the Team Lead on resourcing and headcount planning.

AI-Forward Practice & Innovation

• Champion AI-forward tooling and workflows across CRM execution — identifying where AI can raise quality, speed, or consistency in production.
• Drive innovation in CRM production practice: new approaches to segmentation, automation, QA, and lifecycle programming.
• Evaluate and pilot new tools and methods with the team, then codify what works into standard practice.

Platform Fluency & Certification

• Own staying current on new Klaviyo product features and releases, and train the CRM team on them as they roll out.
• Take on new ESP certifications (starting with Braze) to expand the team's platform coverage beyond Klaviyo.
• Translate platform and product updates into changes to team practice, standards, and training.

Process & Standards

• Own and evolve execution playbooks, build standards, and QA processes across both Specialist tracks.
• Drive adoption of best practices across ESP/SMS platforms, automation logic, and production workflows.
• Document repeatable processes and contribute to the team's knowledge base.

What You'll Bring

• Deep, hands-on expertise in Klaviyo-centric CRM execution; fluency across ESP/SMS platforms and migration methodologies (Cordial-to-Klaviyo and similar).
• A track record of producing and QA'ing complex email/SMS builds, segmentation, and automations at a high bar.
• Experience managing or mentoring specialists/producers, ideally across both creative and technical disciplines.
• Comfort working with AI tools in production workflows, with genuine curiosity about where AI changes how CRM work gets done.
• Strong organizational skills — able to hold oversight across multiple client accounts and production streams simultaneously.
• Clear, proactive communicator; comfortable as an escalation point and cross-functional liaison.
• Agency experience across DTC/retail clients preferred.

How This Role Works With Others

With Strategists: Partners on production feasibility and timeline management; acts as the quality checkpoint before Specialist output reaches strategy or the client.

With the Team Lead: Manages day-to-day Specialist team operations — workload, utilization, performance, and development — reducing operational load on the Team Lead; escalates team-level trends and partners on resourcing and hiring.

With the Lead Designer: Coordinates production handoffs between execution and design; partners on QA from design spec through final deployment.

PERKS & BENEFITS

• Competitive Healthcare with Dental & Vision
• Retirement savings plan with employer matching
• Competitive PTO policy with paid time off at end of year
• Flexible working schedule
• Remote-first culture
• Home office stipend
• Apple gear
• Continued education and personal development opportunities

We are an Equal Opportunity employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law.