Responsibilities

• CRM & Lifecycle Strategy Leadership
• Lead the development of CRM and lifecycle strategies across key customer moments (e.g., onboarding, engagement, conversion, loyalty,reactivation), ensuring strategies are customer led, insight driven, and aligned to client business objectives.
• Translate business goals and audience insight into clear CRM roadmaps, journey frameworks, channel roles, and campaign priorities.
• Define strategic approaches to segmentation, targeting, personalization, and frequency—grounded in available data and the client’s operational reality.
• Strategy to Execution Partnership
• Partner closely with CRM execution, operations, analytics, and technology teams to ensure strategic intent is clearly understood and delivered as designed.
• Act as the strategic steward throughout execution—pressure testing feasibility, resolving ambiguity, and making informed tradeoffs when constraints arise.
• Ensure campaign briefs, journey designs, and testing plans are execution ready without becoming the hands on executor.
• Measurement, Testing & Optimization Framework
• Define success metrics, benchmark frameworks, and test and learn agendas that connect CRM activity to meaningful business outcomes (e.g., engagement quality, retention, frequency, incremental value)

• Partner with analytics teams to interpret performance and translate results into strategic insights, recommendations, and iteration plans
• Establish learning roadmaps that evolve CRM strategy over time, not just campaign by campaign optimization
• Client & Partner Leadership
• Serve as a day to day strategic point of contact for CRM and lifecycle thinking, clearly articulating strategy, rationale, and implications to client and internal stakeholders

• Develop clear, compelling strategic narratives that explain what’s working, what’s not, and what comes next
• Navigate multi agency models by aligning roles, responsibilities, and ways of working across partners
• Capability & Best Practice Development
• Contribute to the evolution of Epsilon’s CRM strategy best practices, frameworks, and templates

• Stay current on trends impacting CRM strategy and translate them into practical, client appropriate guidance.