Own and translate communication strategy for CRM across marketing and transactional moments, with leadership over editorial content and governance, and drive end-to-end execution from discovery to post-launch optimization.

Own the CRM communications strategy and journey-based plans
Lead governance, editorial direction, and cross-team alignment for scalable, compliant messages

Job Description

Responsibilities

Customer Communication Strategy (Marketing & Service)
Partner with business teams to define communication strategies that support both customer engagement and operational outcomes.
Own discovery for communication needs, clarifying intent, audience, timing, channel, and desired customer action.
Translate strategy into journey-based and event-based communication plans, including sequencing, channel mix, personalization approach, and suppression logic.
Transactional & Operational Communications Leadership
Provide strategic oversight for triggered and event-based communications to ensure clarity, timeliness, and customer-centered design.
Ensure operational communications are easy to understand and reduce customer effort and inbound contacts.
Align transactional communications with marketing touchpoints to create a cohesive customer experience, especially at high-impact moments such as renewal or service events.
Communications Governance & Controls
Lead governance for customer contact, ensuring adherence to brand standards, compliance requirements, privacy and consent expectations, accessibility standards, and channel rules.

Requirements

Significant experience in CRM communications, customer communications strategy, lifecycle marketing, or Customer Experience communications.
Experience leading complex, cross-functional initiatives spanning marketing and operational communications.
Strong ability to translate business strategy into execution-ready requirements in partnership with technology teams.
Demonstrated experience with communications governance and stakeholder alignment.
Strong analytical skills with the ability to connect insights to action.
Exceptional written and verbal communication skills with strong editorial judgment.

Preferred

Experience spanning both marketing CRM journeys and transactional communications.
Familiarity with CRM and marketing automation concepts such as segmentation, triggers, journeys, personalization, suppression, and testing.
Experience applying Generative AI to communications workflows with governance and quality controls.
Experience with scalable content operations models and editorial standards.

Benefits

Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse.
Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

Allstate

At Allstate, we're advocates for peace of mind and a good life. And that comes through in everything we do. From building innovative teams that truly understand our customers' needs, to challenging each other to develop our careers in a meaningful way, and finally to the incredible results we're able to achieve together. See how we’re creating a better future through innovation, advocacy, and empowering people and communities.

Founded in 1931

Northbrook, Illinois, US

58K employees (1,454 in marketing)

al.st/WelcomeLI