Program Manager, Martech and CRM

Location: Vaughan, ON

About the Role

We are hiring a Program Manager, MarTech & CRM to own end-to-end delivery across strategic client programs spanning CRM, marketing automation, customer data, and broader MarTech ecosystems.

This is a senior client-facing role focused onprogram-level leadership. You'll oversee delivery governance and execution and manage commercial health (scope, forecasting). You'll be the trusted senior point of contact for client stakeholders at the Director, Sr. Director, and VP levels, partnering with our MarTech Architects, Engagement Advisors, and Practice Leaders to ensure every program lands with quality and on time.

The ideal candidate is a seasoned delivery leader who can hold a portfolio together, managing competing priorities, ambiguity, and senior stakeholders with confidence while bringing enough technical and MarTech fluency to challenge solutions, shape roadmaps, and grow accounts.

What You'll Do

Program Leadership

• Own end-to-end delivery for MarTech client programs across email, SMS, campaign operations, lifecycle automation, integrations, and platform implementations.
• Set program governance: cadences, RAID management, status reporting, steering committees, and executive readouts.
• Establish and maintain integrated program roadmaps that align client priorities, internal capacity, and platform/technology dependencies.
• Drive resource planning in partnership with Practice Leads and the PMO.
• Run program-level retrospectives and continuous-improvement loops, codify learnings into TechBlocks delivery playbooks.

Senior Client Relationships

• Serve as the senior delivery point of contact for client stakeholders at Director through VP levels.
• Build trusted advisor relationships anticipating client needs, surfacing risks early, and proactively shaping the next phase of work.
• Lead Quarterly Business Reviews, executive steering meetings, and roadmap planning sessions.
• Partner with Account and Engagement Managers on account growth, expansion proposals, and renewal planning.

Delivery Ownership

• Manage scope and priority shifts; surface out-of-scope work early and convert it into clean change orders or new statements of work.
• Track and report on program KPIs, delivery health, utilization, CSAT, and commercial performance to internal leadership.
• Partner with Engagement Managers on SOWs, estimates, and staffing models for new and expanded work.

Cross-Functional Orchestration

• Coordinate delivery across Development, QA, Technical Business Analysts, MarTech Architects, Data Engineers, and Operations, onshore and offshore.
• Translate business priorities into clear technical workstreams, requirements, and milestones for internal teams.
• Partner with MarTech Architects and Engagement Managers on implementation-heavy initiatives, owning plans, timelines, and dependencies while they lead technical client decisions.
• Drive accountability across distributed teams and ensure readiness for testing, launch, and post-launch support.

What You Bring

• 15+ years of project/program management experience in an agency, consultancy, systems integrator, or professional services environment.
• Demonstrated experience leading client-facing delivery across CRM, marketing automation, MarTech, or customer data programs.
• Hands-on experience with at least one major MarTech/CRM ecosystem, Salesforce Marketing Cloud, Salesforce CRM, Marketo, HubSpot, Adobe Experience Cloud, or Microsoft Dynamics 365.
• Proven ability to manage commercial program health: budgets, forecasts, margin, scope, and change.
• Strong grasp of delivery fundamentals, scope, schedule, risk, dependencies, and change management across Agile, Waterfall, and hybrid models.
• Experience leading cross-functional, distributed teams including onshore and offshore developers, QA, and technical specialists.
• Excellent written and verbal communication, including executive-level presence and the ability to translate complex technical topics for non-technical audiences.
• Comfort working through ambiguity in a fast-paced consulting environment.
• Proficiency with delivery tooling: Jira, Confluence, Azure DevOps, or equivalent.