Responsibilities

• Drive business growth for clients through CRM and integrated customer engagement that extends beyond email marketing to include direct mail, owned channels, push notifications, mobile apps, SMS, and other emerging communication channels
• Define a CRM program's strategic vision and business goals to guide strategy development and execution
• Create CRM strategies and models that increase our clients’ relationships with their customers by working at the intersection of Customer Engagement, Business, Technology, Big Data, and Content
• Spearhead the development of data-driven, omnichannel CRM campaigns that foster customer acquisition, engagement, and retention, while ensuring the successful cross-selling and upselling of products
• Use data and analytics for decision-making and measuring CRM effectiveness as well as creating a culture of structured experimentation and iteration to drive growth
• Lead cross-functional teams to design and execute omnichannel journeys, campaigns, and triggers, ensuring that all touchpoints are seamless, personalized, and customer-centric
• Use data to define audience segments, develop targeting strategies, and create personalized messaging that resonates with various customer profiles.
• Leverage customer data to continuously optimize CRM strategies, driving both long-term engagement and short-term conversion
• Build actionable insights from data to guide campaign decisions, ensuring the right messaging reaches the right audiences at the right time
• Develop a deep understanding of consumer behavior from first-party data sources and analyses as well as third-party research
• Collaborate with clients to understand their strategic priorities, challenges, and objectives; develop recommendations and regularly communicate insights to steward incremental opportunities
• Mentor mid-level strategists and support their career development
• Scope and drive the development of engagements (scoping, timing, deliverables, effort)
• Contribute to staffing and resourcing, being an advocate for strategic needs across the account