CRM Senior Strategist

Deloitte•Atlanta, GA

5d•$118,700 - $218,600

About The Position

CRM Senior Strategist Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce. Work you'll do As a Customer Relationship Marketing (CRM) Senior Strategist, you will bring a modern view of CRM and support the development of customer engagement strategies that connect data, customer insights, content, technology, and measurement. You will help clients envision how CRM can drive stronger relationships and business outcomes, and you will collaborate with cross-functional teams to bring CRM strategies to life. Internally, you'll support the growth of our CRM strategy capability by shaping client deliverables, collaborating across disciplines, and contributing to thought leadership. Externally, you'll help uncover client needs, develop CRM strategies, and support delivery teams in executing data-driven communications.

Requirements

4+ years of experience supporting CRM or customer engagement strategy within an agency setting
4+ years of journey orchestration, marketing automation, and data platforms, and how they enable personalization and customer journeys
4+ years of developing CRM segmentation, personalization, or lifecycle strategies
4+ years of contributing to creative briefs, learning agendas, or test-and-learn frameworks
4+ years of collaborating with cross-functional teams such as creative, data, and technology
Ability to travel 30%, on average, based on the work you do and the clients 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
Ability to distill customer insights, data inputs, and business requirements into actionable CRM strategies and recommendations.
Ability to collaborate effectively with cross-functional teams to ensure CRM strategies are feasible, aligned, and supported by MarTech capabilities.
Ability to structure CRM journey maps, segmentation logic, and personalization recommendations that enhance customer experience.
Ability to interpret CRM performance data to support optimization opportunities and inform iterative improvements.
Ability to support client discussions and working sessions by clearly articulating CRM considerations, dependencies, and rationale behind recommendations.
Ability to structure and present CRM recommendations in clear, compelling narratives

Nice To Haves

4+ years' experience working across multiple industries, with particular emphasis on experience within the financial services and consumer sectors.
4+ years of analyzing CRM performance data and contributing to insights and recommendations
4+ years of providing input on content strategy or guiding creative toward strategic objectives
Experience working in a matrixed organization and contributing to collaborative solution development

Responsibilities

Support CRM strategy development, helping define who (customer segments), when (key moments), where (channels), and how (messaging) brands should activate CRM.
Contribute to connecting data, brand strategy, creative, and technology into a cohesive CRM vision and operating model for clients.
Assist in developing plans to activate customer data (0P, 1P, 2P, 3P) to inform personalization, segmentation, and communication strategies.
Support learning agendas, test-and-learn plans, and performance reviews to inform CRM optimization.
Help develop personalization strategies and contribute to creative briefs that guide content and creative development.
Participate in reviews of creative work to ensure alignment with CRM strategy and customer experience goals.
Assist in assessing a client's CRM maturity and contribute to recommendations that advance them toward best-in-class operations.
Collaborate with cross-functional teams—including creative, technology, data science, loyalty, brand strategy, and audience engagement—to deliver CRM solutions.
Support the development of multi-channel CRM strategies across digital channels (email, SMS, mobile, web, direct mail, social) and select offline channels.
Contribute to mapping CRM journeys and identifying high-impact moments to increase customer engagement, loyalty, and lifetime value.
Support client workshops, working sessions, and deliverables that align customer strategy with MarTech capabilities.