Senior Vice President, CRM Strategy and Operations

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

Publicis Groupe’s Constellation Team is seeking a Senior Vice President of Strategy with deep expertise in CRM Strategy and Operations. Ideal candidates bring experience in Telco, Consumer Electronics or Retail, and excel at helping brands connect with customers through direct and addressable channels across the entire customer lifecycle.

As SVP, you’ll lead teams across a large integrated account, with multiple sub-brands and work streams. You will be expected to drive integrated campaign strategies and operations, and proactively identify organic growth opportunities while shaping thought leadership for clients and the agency. Acting as a trusted advisor to senior executives, you’ll combine strategic vision with the ability to translate complex concepts into actionable solutions for diverse audiences.

The role demands a commanding knowledge of CRM, consumer behavior, growth strategy and lifecycle communications, CRM operations and technology, as well as the ability to enhance program capabilities across owned and addressable paid channels, including email, SMS, push, social, search, programmatic OLA/OLV.

Strategic CRM Program Development & Execution

• Define the strategic vision, business goals, and success metrics for enterprise CRM programs to drive client growth and guide strategy development and execution.
• Create CRM strategies that sit at the intersection of Customer Engagement, Business, Technology, Big Data, and Content to strengthen customer relationships.
• Lead design, management and deployment of CRM Operations, with experience of leading CRM martech stacks and their capabilities
• Drive measurable business growth through integrated customer engagement strategies spanning both owned (email, SMS, app, web) and paid (social, programmatic, addressable) channels.
• Lead CRM strategy for new business pitches, collaborating across teams to deliver innovative, tailored proposals that meet client needs.

Client Leadership & Executive Collaboration

• Cultivate trusted, collaborative relationships with client stakeholders at all levels, especially C-level executives, acting as a strategic advisor.
• Understand client business models, strategic priorities, and industry dynamics to identify CRM opportunities aligned with growth.
• Proactively identify and steward incremental growth opportunities through forward-looking strategies and program recommendations.
• Translate strategy into executive-ready presentations, roadmaps, and business cases that resonate with client leadership.

Data-Driven Consumer & Market Insights

• Develop deep insights into consumer behavior by leveraging 0P, 1P, 2P and 3P data, research, and behavioral analytics.
• Lead the application of data and analytics for CRM program design, segmentation and audience strategy, journey development, personalization, and performance measurement.

Performance, Optimization & Experimentation

• Champion a test-and-learn culture, including structured A/B and multivariate testing, to drive continuous program optimization.
• Work with analytics to dictate propensity models for use in audience selection and decisioning
• Identify areas where AI can play a role in optimizing internal processes and external customer communications
• Establish and track business-level, consumer health, and journey, program and campaign KPIs, regularly communicating performance insights and strategic adjustments to both internal teams and clients.
• Lead measurement strategies to evaluate CRM program effectiveness and…