CRM Strategy Director

Deloitte•Atlanta, GA

About The Position

CRM Strategy Director 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. Recruiting for this role ends on March 31, 2026 Work you'll do As a Customer Relationship Marketing (CRM) Strategy Director, you will champion a modern approach to CRM and vision for clients, connecting their data, customer strategy, content creation, technology and measurement/analytics. The CRM Strategy Director will have an intimate understanding of how customers engage with brands and how marketing technology enables brands to build strong relationships to their customers that drive business results. They will be a champion for CRM within Deloitte Digital and within our clients. Internally, you'll help us continue to grow our CRM practice and identify new ways to bring our POV to life. Externally, you'll build long-term relationships with clients, uncover new business opportunities and drive business results.

Requirements

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.
Ability to synthesize complex customer, data, and technology inputs into a clear strategic vision that guides multi-channel CRM activation.
Ability to influence senior stakeholders and facilitate decision-making that advances long-term CRM strategy and operating model evolution.
Ability to connect cross-functional teams—creative, data, technology, and brand—around a unified CRM vision and workflow.
Ability to collaborate with client's other partners and vendors to drive unified client agenda.
Ability to lead CRM thought leadership efforts and articulate transformative opportunities grounded in measurable business impact.
Ability to guide teams in developing personalization frameworks, learning agendas, and test-and-learn plans that inform ongoing optimization.
Analytical mindset - ability to consolidate data from multiple sources into a single view for the client ability to develop data driven results and analysis driving CRM outcomes and the goal of a single view of the customer
Ability to articulate a clear vision and expectations for content creation and ability to guide the creative process

Nice To Haves

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.

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 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

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.
Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.
From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

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