Director, CRM Strategy

Company Description

Hi there! We’re Razorfish. We’ve been leading the marketing industry with our digital expertise since the start of the internet. But in 2020, we did a full reboot. What’s different? It all starts with people. Weird, wonderful, complex people — with diverse backgrounds in strategy, creative and technology. But no matter how different we are, we all have one thing in common.

We believe our differences are our strength. So we push for inclusion, challenge convention and bring in new perspectives, to inspire new ideas. Because when we connect by understanding what makes people different, we can create unforgettable experiences that enrich lives. Join us at

The Razorfish Strategy team is looking for a Director, Connections Strategy who brings expertise in helping brands better connect with their customers through direct and addressable channels across the complete customer lifecycle.

The successful candidate will have a deep and commanding knowledge of CRM. They must understand consumer behavior and context to develop and enhance customer personas and segmentation, journeys, lifecycle touchpoints across channels, and test design.

In addition to owned channels, the ideal candidate should be familiar with the addressable paid media environment and opportunities to orchestrate end-to-end consumer experiences across channels (e.g., social, search, programmatic OLA/OLV, etc.).

• Define and drive CRM strategies that align with enterprise goals, leveraging data, content, and technology to deepen customer engagement.
• Lead cross-channel, cohesive CRM programs (email, SMS, app, web, paid media) that deliver measurable business growth.
• Identify consumer insights and translate into actionable strategies using 0P–3P data, analytics, and research.
• Guide CRM vision for new business and growth opportunities through compelling, data-informed proposals.
• Develop creative briefs and ensure cohesive messaging, frequency, and personalization across all touchpoints.
• Stay current on CRM innovations and apply best practices to enhance performance.

• Build strong relationships with clients, understanding their business to identify CRM-driven growth opportunities.
• Collaborate with internal teams (creative, tech, analytics, media, product) for seamless strategy execution.
• Promote process improvements.
• Guide, mentor, and grow junior and mid-level strategists by providing direction, feedback, and career development support.

• Work with the analytics team to define measurement frameworks, performance tracking, and KPI reporting for campaigns and journeys regularly communicating performance insights and strategic adjustments to both internal teams and clients.
• Champion a test-and-learn culture through structured experimentation and optimization.
• Align with the data, analytics and tech teams to determine the best predictive modeling and AI to improve targeting, decisioning, and CRM program efficiency.

• 10+ years developing CRM marketing programs and campaigns at an agency, consultancy or within a client-side marketing department
• Must have experience developing strategies and activations across owned channels, and preferably connecting experiences across paid / social channels
• Initiated, managed and led the formation of deliverables such as: personas, customer journeys, communication architectures, interactive/connection/touch-point plans, campaign plans, program strategies, personalization strategies, etc.
• Insight development from primary and secondary research, plus online communities, ethnography, traditional and web-based focus groups, social media monitoring, digital audits and digital behavioral data, and online/offline media measurement tools.

• Deliver complex ideas in simple ways through written communications and verbal presentations
• Synthesize qualitative and quantitative input from multiple sources to generate insights
• Develop marketing strategy frameworks and program roadmaps
• Conversant in performance analysis, test design, data actionability and…