Responsibilities

• Craft strategic direction in CRM for clients by mapping consumer experience/ lifecycle journeys to identify high-impact moments for brands to connect, build loyalty and drive desired behavior
• Lead the analysis on how consumers interact with CRM communications through research and rigorous data analysis of performance data and segmentation insights
• Apply and optimize agency frameworks, playbooks, and toolkits for CRM excellence
• Ensure that innovation is a key part of your work processes by piloting new technologies, tools, and approaches
• Champion the use of data, and leverage 0P, 1P and 3P insights to activate strategies across addressable channels that meet and anticipate customer needs, partnering closely with data teams to create and evolve audience learning agendas
• Evaluate CRM maturity and opportunities for driving desired behavior and increasing incremental customer value
• Envision the design of orchestrated systems of brand communications, partnering with integrated marketing and creative teams to bring customer-centric experiences to life
• Reveal consumer motivations to influence a brand’s messaging strategies, and establish a compelling value exchange for brands looking to build relationships with their known customers
• Anticipate client needs and industry shifts, proactively providing strategic counsel and innovative solutions that address emerging challenges and opportunities before they arise
• Lead internal workshops and planning sessions, translating business goals into actionable CRM strategies.

Requirements

• This crucial role requires a depth of expertise (10-15 years)
• A digital media-savvy marketer and passionate problem-solver with the unstoppable drive to inspire teams and bring the best work to life, based on your expertise with omni-channel media orchestration
• A proven track record in leveraging data driven segmentation to build customer centric strategies
• A CRM expert who understands how data and technology enable personalization at scale
• A strong analytical thinker and translator with exceptional research dexterity, to uncover the data and insights that drive strategic communications planning and implementation
• A cross-channel thinker with exceptional knowledge of CRM, who is adept at innovative channel selection and role definition that creates the synergy between conceptual ideas and the possibilities of execution
• A creative partner who can brief teams on the job to be done for each channel and own the vision for how the holistic system will come together
• A team leader and relationship builder who can provide an authoritative point of view with senior clients, while fostering partnership and collaboration with all levels of the agency and its partners
• An approachable manager with a strong history of team oversight and talent development; known for an ability to coach, educate and grow junior talent
• Excellent relationship skills able to work with cross-functional teams and has a service-oriented mindset

Preferred

• Familiarity with prompt-based interaction and commonly used generative AI tools (e.g., ChatGPT, Google Gemini, DALL·E, Midjourney) is a plus, especially for tasks like ideation, research, or content generation.

Benefits

• medical coverage
• dental
• vision
• disability
• 401K
• parential and family care leave
• family forming assistance
• tuition reimbursement
• flexible time off