Responsibilities

• Develop and lead CRM channel strategies including customer lifecycle and journey strategy, personalization and segmentation frameworks, and channel orchestration across email, SMS, and other CRM touchpoints.
• Shape a compelling CRM strategic vision and strengthen a customer-centric view of CRM leading strategy through all stages of planning, execution, analysis and optimization, constantly improving upon customer relationship lifecycle, acquisition, retention and loyalty.
• Develop executive-ready narratives, frameworks, and slides that clearly articulate value, impact, and differentiation.
• Translate strategy into SFMC‑specific constructs, including: Journey Builder use cases, Data model and audience design considerations
• Automation, personalization, and testing approaches
• Collaborate across internal departments and third-party partners to align technology solutions, processes, and programs to drive a more seamless digital customer journey.
• Analyze primary and secondary research findings to gain clear, polished insights that help inform audience segmentation, personalization and testing strategy.
• Provide strategic frameworks, content ecosystems and communication architecture for campaigns.
• Partner with Data Science to source and recommend new prospect opportunities and technologies to drive new customer acquisition.

Requirements

• 10+ years of CRM strategy experience preferably within an agency, consultancy, or complex enterprise environment.
• Automotive experience is a MUST.
• Deep, hands-on mastery of Salesforce Marketing Cloud experience is REQUIRED.
• Strong understanding of how data, technology, creative, and operations come together in modern CRM programs.
• Demonstrated expertise in core digital strategy concepts: Customer journey mapping, content marketing, personalization, funnel optimization, conversion testing & optimization, and analytics.
• Demonstrated success working in an integrated cross-functional team environment, providing effective creative direction and strategic feedback to improve campaign performance.
• Excellent presentation building, storytelling, and stakeholder‑management skills.
• Proficient at distilling data to insights to strategies and plans.
• Excellent communication skills with ability to interact with clients and internal stakeholders to clearly articulate strategic direction.

Preferred

• local to Southern California highly preferred