CRM Strategist

We are CRM specialists, creating one-to-one experiences across the customer journey. We do this by leveraging human insights, the best data, relentless creativity, and the most powerful technology available.

We're subject matter experts in three key areas:

Strategy & Insights

• Strategic visioning and planning
• Positioning, branding and messaging strategy
• Acquisition, retention and loyalty strategy
• Copy testing, benchmarking and brand tracking
• Customer journeys and experience mapping

Creativity & Content

• Insight-based creative briefs
• Full, multi-channel campaign development
• Integrated content development
• CRM and targeted communications
• Social media and community activation and management

Data Intelligence

• Customer, competitive and market insights
• Primary, secondary, quantitative, qualitative and ethnographic research
• Database segmentation and cluster analysis
• Digital technology and marketing strategy
• Online customer experience / mapping and information architecture

We are an agency filled with people that are Committed, Creative, Curious and Collaborative!

We are seeking a strategist: someone who is both creative and analytical, with a passion for digital media, marketing, retail e-commerce and CRM. You should understand the business needs of our clients and their customers, the creative ways we tell their stories, and how to connect it all via smart and innovative digital thinking. You should be equally comfortable building a plan and presentation, as you would be dissecting metrics and defining benchmarks.

And you should feel at ease with clients, creatives, account people, producers, developers, and everyone in between.

We want someone who is inspired when presented with a challenge, and confident in sharing their ideas and opinions. You should be that person who is one step ahead of digital and social trends, and an early adopter of new platforms. Someone who loves great content, is immersed in popular culture, and is both personally and professionally curious about new industries, topics and ideas.

You are inspired to make a difference, motivated to do good work, and always ready to roll up your sleeves to help produce work for our clients.

This role is expected to operate with a high degree of independence. The CRM Strategist should independently resolve routine executional and program-management decisions while escalating decisions that materially affect CRM strategy, prioritization, customer experience or business outcomes.

The individual should be comfortable receiving strategic direction and desired outcomes from CRM leadership and determining how to move the work forward across the appropriate teams, processes and dependencies.

• Own day-to-day management of assigned CRM initiatives, translating strategic direction into clear execution plans and independently driving work through completion.
• Manage existing CRM journeys and campaigns, including ongoing maintenance, performance reviews, and optimization opportunities.
• Support implementation of new CRM strategies, journeys and capabilities, coordinating requirements, creative, audience setup, QA, launch readiness and post-launch follow-through.
• Execute against the CRM experimentation and optimization roadmap, coordinating test setup, creative and copy requirements, execution, measurement and recommended next steps.
• Manage creative and content development across CRM channels, including developing creative briefs, coordinating copy changes, identifying assets and partnering with Creative teams.
• Partner cross-functionally with Product, Engineering, CRM Operations, Analytics and Creative teams to translate CRM business needs into clear requirements and drive work through completion.
• Develop and maintain BRDs, business requirements, journey documentation and other source-of-truth materials for assigned CRM initiatives and capabilities.
• Coordinate analytics requests and dependencies, including submitting requests, managing follow-ups and translating results into actionable recommendations.
• Manage campaign and partner intake, assessing requirements, coordinating dependencies and managing requests against established CRM priorities and capacity.
• Monitor campaign and channel health, including email deliverability and key CRM performance metrics; proactively identify issues, trends and optimization opportunities.
• Own operational working sessions for assigned initiatives, documenting decisions, actions, dependencies and follow-ups and ensuring…