The RoleThe 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 DoProduction 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 OthersWith 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
