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Deloitte · 15 hours ago

CRM Strategy Director

Columbus, OH

Full-time

Hybrid

Senior Level, Lead/Staff

$175K/yr - $323K/yr

10+ years exp

Deloitte is a leading professional services firm that empowers organizations to build deeper customer relationships through innovative strategies and advanced analytics. The CRM Strategy Director will lead CRM strategy, connecting data and technology to enhance client relationships and drive business results, while also developing and executing plans to optimize CRM practices.

AccountingConsultingFinancial ServicesLegalProfessional ServicesRisk Management

Growth Opportunities

No H1B

Responsibilities

Leads CRM strategy; informing who (customer segmentation), when (customer moments), where (channels) and how (messaging) brands should activate CRM

Connects data, brand strategy, creative and technology together to create a customer-centric vision for clients and an operating model to bring it to life

Develops a plan to activate data (0P, 1P, 2P, 3P) to inform customer strategy and personalization strategies

Drives thought leadership and envisions what best-in-class CRM/Loyalty operations look like now and develops the vision for how it will evolve in the future as technology and customer needs change across processes, changing market conditions and MarTech platforms

Develops a personalization plan and creative brief

Provides reviews and inputs on creative work

Develops learning agendas, test & learn plans, reviews results and makes recommendations for how to optimize CRM strategy and content creation

Leads business development efforts, crafting narratives to sell-in a vision to prospective clients

Identifies a client's CRM maturity level and craft a plan to move them to a best-in-class operating model for modern CRM experiences

Partners with internal Loyalty program experts to deliver on loyalty programs and identify the value exchange brands can offer their customers

Partners with a cross-functional team to deliver to clients - including creative, technology, data science, brand strategy, loyalty, audience engagement

Build senior-level client relationships

Partner with MarTech and alliance/partners team leadership

Constant focus on proving business impact for clients

Drives multi-channel solutions and strategies, including (but not limited to) Digital -email, SMS, mobile, web, direct mail, social - and Traditional - Events, Media, instore

Managing team development and skills training

Mapping consumer experience/CRM journeys to identify high-impact moments for brands to connect, build loyalty and increase lifetime value of their customers

Understanding of paid, earned and owned media strategies

Qualification

CRM strategy leadershipMarTech integrationData analysisCross-channel CRMPersonalization frameworksBusiness developmentCreative content guidanceStakeholder influenceThought leadershipConsumer journey mappingTeam collaboration

Required

10+ years of experience leading CRM strategy, including at least 5 years in an agency or consulting setting, with a track record of shaping and delivering large impactful CRM programs

A minimum of 8 years of experience integrating MarTech, data, CDP, and content technologies to support cross-channel CRM initiatives (across channels such as email, SMS, mobile, web, direct mail, and social)

Ability to travel 30%, on average, based on the work you do and the client and industries/sectors you serve

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Preferred

Experience across multiple industries, with particular emphasis on experience within the financial services and consumer sectors

Minimum 8 years of experience developing and implementing solutions within a highly matrixed organization

Experience leading business development initiatives, including crafting and delivering compelling narratives to communicate and sell a strategic vision to prospective clients

Proven expertise in translating complex concepts or strategies into clear, compelling messages for a variety of audiences

Benefits

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.