CRM Lead

Company Description

Digitas is the Networked Experience Agency, built on the vision that we create magnetic experiences that earn the right for brands to exist in human networks. Today, and tomorrow. We deliver Networked Experiences by leveraging comprehensive data, technology, creative, media and strategy capabilities. Digitas delivers ambitious outcomes via unique solutions that include Creative Experiences, Integrated Media, Addressable Relationships, Social Marketing and Total Commerce.

The Digitas culture is made up of fearless, inventive, and generous Unicorns of all kinds.

As a CRM Copy Lead, you will be the strategic and creative force driving our client's customer relationship management messaging. You will lead, mentor, and guide a team of copywriters, ensuring the development and execution of highly personalized, persuasive, and effective copy and content experiences that drive engagement and conversion across the customer lifecycle. Operating at the intersection of messaging, data, strategy, and technology, you will define frameworks for compelling copy across emails, SMS, push notifications, in-app messages, landing pages, and other digital touchpoints.

You are a natural leader and a master wordsmith who deeply understands the customer journey, champions data-driven messaging, and is passionate about building measurable digital experiences that foster strong brand relationships and drive action.

Sound like you? Read on.

This role is responsible for defining, overseeing, and ensuring the execution of high-impact copy and content specifically tailored for CRM campaigns. You will lead the CRM copy team, ensuring all messaging aligns with brand objectives, drives engagement, and supports integrated marketing initiatives. You will collaborate closely with CRM strategists, data analysts, designers, and other creative and technical teams to deliver consistent, innovative, and effective brand storytelling within the CRM ecosystem.

Day-to-day, your role includes:

• Lead, mentor, and inspire a team of CRM copywriters, fostering a collaborative and high-performing environment.
• Provide constructive feedback, coaching, and guidance to team members, supporting their professional growth and skill development.
• Oversee daily assignments, manage workload distribution, and ensure efficient workflow and timely delivery of all CRM copy.
• Conduct regular reviews of team output to maintain quality, consistency, and adherence to strategic goals.

• Develop and implement comprehensive CRM copy strategies that align with overarching marketing objectives and customer journey mapping.
• Define and establish clear copy frameworks, guidelines, and best practices for all CRM channels (email, SMS, push, in-app, landing pages) to ensure consistency and effectiveness.
• Guide the team in crafting clear, compelling, and concise copy that resonates with various customer segments and drives desired actions.
• Collaborate directly with CRM strategists and data analysts to translate customer insights, segmentation strategies, and performance data into actionable messaging strategies and detailed briefs for the team.

• Act as the primary guardian of brand voice, tone, and style across all CRM communications, ensuring a cohesive brand experience.
• Establish and enforce rigorous quality assurance processes for all CRM copy, ensuring accuracy, grammatical correctness, compliance, and strategic alignment.
• Lead the strategic development, execution, and analysis of A/B tests for copy variations, leveraging data to optimize messaging and improve campaign performance.
• Stay at the forefront of CRM content trends, industry best practices, persuasive writing techniques, and evolving compliance standards, integrating new learnings into team practices.

• Liaise effectively with design, development, account, and client teams to ensure seamless integration of copy with visuals and technology, creating a cohesive user experience.
• Manage content calendars and project timelines for the…