Associate Director, Connections Strategy

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.

Celebrated by AdAge as Data and Insights Agency of the Year, U.S Campaign's Brand Experience Agency of the Year, Media Network of the Year and celebrated by Forrester and Gartner, Digitas serves the world’s leading brands through a global network comprised of more than 5,500 employees across over 65 offices in 43 countries.

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

We're looking for a strategist who understands that customer relationships are built, not simply communicated.

As an Associate Director, CRM & Loyalty Strategy, you'll help brands design the systems, experiences, programs and communications that drive customer acquisition, engagement, retention and lifetime value. You'll work at the intersection of strategy, data, customer experience, loyalty, CRM, product and marketing to define how brands create meaningful, mutually valuable relationships with customers over time.

This role is ideal for someone who is equally comfortable discussing loyalty economics, customer behavior, lifecycle strategy, engagement models, program design and communications architecture.

You’ll help clients answer questions such as:

• What behaviors matter most to growth?
• How should a brand reward, recognize or motivate those behaviors?
• What keeps customers engaged over time?
• How do communications, experiences and loyalty mechanics work together?
• How should customer relationships evolve across the lifecycle?
• What creates measurable increases in retention, participation and lifetime value?

Develop customer growth and loyalty strategies

• Design relationship strategies that drive acquisition, activation, engagement, retention and customer lifetime value
• Identify customer behaviors most closely linked to commercial growth and develop strategies to encourage them
• Assess loyalty program performance and uncover opportunities to improve participation, engagement, redemption, retention and profitability
• Develop recommendations for rewards, recognition, challenges, tiers, membership experiences and value exchanges
• Define how CRM, loyalty, product, experience and marketing should work together to create a stronger customer relationship

Design relationship ecosystems

• Map customer journeys and identify moments where brands can create value, build loyalty and strengthen engagement
• Architect customer relationship ecosystems across owned, addressable and connected experiences
• Develop lifecycle strategies that guide how relationships evolve over time
• Define the role of channels, experiences and communications within a broader engagement system

Turn insight into action

• Translate behavioral, transactional, attitudinal and performance data into strategic recommendations
• Partner with analytics teams to identify key customer segments, opportunities and growth drivers
• Leverage first-party data and customer insights to inform relationship strategy and personalization approaches
• Connect customer behavior to business outcomes including retention, frequency, cross-sell, share of wallet and lifetime value

Lead integrated planning

• Partner with creative, experience, media, analytics and technology teams to bring customer strategies to life
• Develop inspiring strategic briefs grounded in customer insight and…