MarTech Program Manager/Business Process Analyst

Role Description

The CRM Program Manager/Business Process Analyst partners with Marketing, Digital, Analytics, and Technology teams to translate business needs into scalable marketing technology solutions and process improvements. This role is responsible for gathering and documenting requirements, evaluating current-state workflows, identifying optimization opportunities, and supporting the delivery of capabilities across the Martech ecosystem.

Position Responsibilities:

• Partner with business stakeholders to elicit, document, and validate business, functional, and non-functional requirements for martech initiatives.
• Analyze current-state campaign, audience, lead, loyalty, and customer data processes and recommend improved future-state workflows.
• Translate business objectives into detailed user stories, process maps, acceptance criteria, and solution requirements.
• Collaborate with product managers, engineering teams, vendors, and QA resources to support delivery of marketing technology enhancements.
• Support platform capabilities and integrations across CRM, CDP, campaign management, web personalization, tagging, analytics, and related digital tools.
• Lead requirements workshops, stakeholder interviews, backlog refinement sessions, and solution walkthroughs.
• Evaluate upstream and downstream data dependencies, system impacts, and process change implications across marketing and customer experience platforms.
• Define and support testing strategy, test scenario creation, user acceptance testing, and production readiness activities.
• Monitor business outcomes and platform adoption; identify opportunities to improve campaign execution, personalization, measurement, and operational efficiency.
• Develop clear documentation including business requirements, process flows, decision logs, and training/support materials.
• Work effectively in a fast-paced, cross-functional environment with multiple priorities and stakeholders.

Qualifications

• Strong verbal and written communication skills with the ability to communicate effectively with both business and technical audiences.
• Demonstrate experience in business analysis duties while supporting marketing technology, digital marketing, CRM, loyalty, or customer data initiatives.
• Strong analytical and problem-solving skills with experience identifying root causes, dependencies, and business impacts.
• Hands-on experience gathering requirements, documenting business processes, and translating needs into actionable user stories and functional specifications.
• Experience working with martech platforms such as CRM, CDP, CMS, tag management, campaign automation, analytics, or personalization tool.
• Experience supporting Agile delivery methods, sprint ceremonies, backlog management, and user acceptance testing.
• Proven experience in a Program Management, Project Management or Marketing Operations to lead aligning the business and technology teams.

Requirements

• Experience with enterprise marketing platforms such as Braze, Amperity, Adobe Experience Cloud, Tealium, or similar tools.
• Familiarity with SQL, dashboarding/reporting tools, or data visualization platforms to support analysis and validation.
• Experience in hospitality, travel, loyalty, e-commerce, or customer experience environments.
• Knowledge of API-based integrations, tagging frameworks, consent/privacy considerations, and data governance practices.
• Experience supporting vendor management, implementation projects, or platform optimization efforts.

Benefits

• Medical, dental & vision.
• Critical Illness, Accident, and Hospital.
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available.
• Life Insurance (Voluntary Life & AD&D for the employee and dependents).
• Short and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation or Sick Leave).

Company Description

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.