Director, CRM Strategy

Overview

Company Razorfish is a leading digital marketing and strategy agency. We focus on connecting people through inclusive, data-driven experiences across strategy, creative, and technology. Join us to help brands better connect with their customers through direct and addressable channels across the complete customer lifecycle. The Razorfish Strategy team is hiring a Director, Connections Strategy with deep knowledge of CRM and consumer behavior to develop and enhance customer personas, segmentation, journeys, lifecycle touchpoints, and test design.

The ideal candidate is familiar with the addressable paid media environment and opportunities to orchestrate end-to-end experiences across channels (e.g., social, search, programmatic OLA/OLV).

• Strategic CRM Development & Execution
  • 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.
• Client Leadership & Cross-Functional Collaboration
  • 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.
• Performance Optimization & Innovation
  • 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 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
• Experience developing strategies and activations across owned channels, and preferably connecting experiences across paid / social channels
• Initiated and led 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 their impact on marketing activation across channels
• Conversant in business case development
• Foster a collaborative working environment to generate participation from diverse perspectives
• Ability to navigate a diverse and matrixed organization and team structure
• Player/Coach approach to team leadership and strategy development
• Lead cross-functional strategy development in a dynamic and fast-paced environment
• Write insightful creative briefs and steward the creative process
• Create and edit presentations to create excitement and sell ideas
• Comfortable operating in a dynamic environment
• Ability & willingness to travel up to 20%

The Power of One starts with our people! To do powerful things, we offer powerful resources. Our best-in-class wellness and benefits offerings include:

• Paid Family Care for parents and caregivers for 12 weeks or more
• Monetary assistance and support for Adoption, Surrogacy and Fertility
• Monetary assistance and support for pet adoption
• Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance
• Tuition Assistance
• Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more
• Matching Gifts programs
• Flexible working arrangements
• ‘Work Your World’ Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)
• Business Resource Groups that support multiple affinities and alliances

The benefits…