CRM Specialist - Strategy & Customer Journey

Level Agency

4d•$100,000 - $100,000•Remote

About The Position

The CRM Specialist - Strategy & Customer Journey is a strategic, customer-experience-focused CRM specialist who helps clients understand how customers move through the lifecycle, where the experience breaks down, and what actions can improve it. This role combines journey strategy with hands-on CRM analysis and implementation: the specialist facilitates journey discovery and mapping, queries CRM data to validate hypotheses and size opportunities, and builds or adjusts journeys and segments when needed. Based within Level’s Martech & Analytics team, the role identifies friction points and missed opportunities across customer touchpoints and turns findings into prioritized recommendations. The specialist works with Salesforce Marketing Cloud, Adobe Campaign, and Microsoft Dynamics 365 to explore customer data, assess CRM data health, support segmentation and personalization, and translate strategy into implementation-ready requirements. The position also contributes to measurement plans and testing, presents findings to clients and internal teams, partners with CRM specialists and developers, and documents decisions and recommendations. Level Agency is an AI-powered performance marketing agency serving complex, high-consideration brands. Its 250-person team works remotely across the U.S. and Canada, supporting more than 150 brands. The role is fully remote and open to residents of the U.S. and Canada; occasional travel for company events and team working sessions may be required. Visa sponsorship is not available at this time. The role expects active, iterative use of AI tools to improve work, along with documenting and sharing learnings. Compensation is $100,000 USD for U.S.-based candidates and $100,000 CAD for Canada-based candidates.

Requirements

Experience contributing to customer journey mapping or customer experience work from discovery through recommendations.
Hands-on experience with at least one of Salesforce Marketing Cloud, Adobe Campaign (Classic or Standard) / Adobe Journey Optimizer, or Microsoft Dynamics 365 (Customer Insights - Journeys or Marketing), plus working familiarity with at least one other.
Ability to independently access, query, and interpret CRM data using relevant tools such as SQL, data extensions, Adobe workflows and queries, Dynamics Advanced Find, FetchXML, or views to answer business questions without a dedicated analyst.
Strong lifecycle marketing understanding and the ability to assess whether a journey serves customer and business needs and propose improvements.
Ability to translate strategy into clear implementation requirements and build or adjust journeys and segments when needed.
Comfort with data analysis and measurement, including defining KPIs, interpreting performance trends, and designing tests.
Facilitation, storytelling, and presentation skills, including confidence challenging assumptions and pushing back on briefs that will not serve the customer.
Clear written and verbal communication, including explaining data and technical concepts to non-technical stakeholders.
Bachelor’s degree in Marketing, Information Systems, Business, Computer Science, or a related field, or four additional years of equivalent professional experience.
3 to 5 years of experience in CRM, lifecycle marketing, or customer experience, including hands-on work in an enterprise CRM or marketing automation platform and exposure to journey strategy or customer experience projects.
Ability and willingness to actively integrate AI tools into work, learn iteratively, and document and share learnings.

Nice To Haves

Hands-on experience across Salesforce Marketing Cloud (Journey Builder, Automation Studio, AMPscript, SQL), Adobe Campaign / Adobe Journey Optimizer / Adobe Experience Platform, and Microsoft Dynamics 365.
Experience with customer data platforms and unified customer profiles, such as Adobe Real-Time CDP, Salesforce Data Cloud, or Dynamics 365 Customer Insights - Data.
Experience with journey mapping and collaboration tools such as Miro, Figma/FigJam, Lucidchart, or Smaply.
Familiarity with BI and analytics tools such as Power BI, Tableau, Looker, or Google Analytics.
Background in service design, UX research, or voice-of-customer programs.
Working knowledge of email and SMS compliance regulations (CAN-SPAM, TCPA, CASL) and data privacy (GDPR, CCPA).
Telecom or B2C subscription-industry CRM experience.
Agency-side or client-facing consulting experience.
Salesforce Marketing Cloud certification, such as Consultant, Email Specialist, or Developer.
Adobe Certified Professional or Expert certification in Adobe Campaign or Adobe Journey Optimizer.
Microsoft Certified: Dynamics 365 Customer Insights (Journeys) Functional Consultant Associate certification or equivalent.
Customer experience or journey mapping certification, such as CCXP.
Agency experience supporting CRM programs for multiple clients simultaneously.

Responsibilities

Support and facilitate customer journey discovery with clients and internal teams through workshops and interviews covering lifecycle goals, behaviors, and pain points.
Build current-state and future-state journey maps connecting customer needs, touchpoints, channels, data, and business objectives.
Identify journey friction, drop-off moments, and missed opportunities; convert them into prioritized, measurable recommendations with a clear business case.
Independently access, explore, and query CRM data in Salesforce Marketing Cloud, Adobe Campaign, and/or Microsoft Dynamics 365 to validate hypotheses, size audiences, and diagnose performance issues.
Assess client CRM data and data models, identify data capture, quality, or structure gaps, and recommend practical fixes.
Help define audience segmentation strategies and personalization frameworks based on customer data and lifecycle stage.
Translate journey strategy into implementation-ready requirements and configure, build, or adjust CRM journeys, segments, and campaigns as needed.
Partner with CRM specialists and developers on builds, reviewing logic, entry and exit criteria, and decisioning to ensure implementations deliver the intended experience.
Help define journey and program KPIs and measurement plans, analyze performance, and design A/B, holdout, or multivariate tests.
Present findings and recommendations to internal teams and client stakeholders, explaining customer insights, supporting data, and technical approaches in plain language.
Propose solutions when escalating issues that require architecture-level or cross-team decisions.
Document journey maps, data findings, and recommendations so decisions are clear and reusable.
Experiment with AI tools to improve the speed, quality, and impact of work; document and share prompts, process improvements, and use cases; and iteratively refine AI workflows.