Director, CRM Strategy

Publicis Groupe•New York, NY

About The Position

The Razorfish Strategy team is looking for a Director, Connections Strategy who brings expertise in helping brands better connect with their customers through direct and addressable channels across the complete customer lifecycle. The successful candidate will have a deep and commanding knowledge of CRM. They must understand consumer behavior and context to develop and enhance customer personas and segmentation, journeys, lifecycle touchpoints across channels, and test design. In addition to owned channels, the ideal candidate should be familiar with the addressable paid media environment and opportunities to orchestrate end-to-end consumer experiences across channels (e.g., social, search, programmatic OLA/OLV, etc.).

Requirements

10+ years developing CRM marketing programs and campaigns at an agency, consultancy or within a client-side marketing department
Must have experience developing strategies and activations across owned channels, and preferably connecting experiences across paid / social channels
Initiated, managed and led the formation of deliverables such as: personas, customer journeys, communication architectures, interactive/connection/touch-point plans, campaign plans, program strategies, personalization strategies, etc.
Insight development from primary and secondary research, plus online communities, ethnography, traditional and web-based focus groups, social media monitoring, digital audits and digital behavioral data, and online/offline media measurement tools.
Deliver complex ideas in simple ways through written communications and verbal presentations
Synthesize qualitative and quantitative input from multiple sources to generate insights
Develop marketing strategy frameworks and program roadmaps
Conversant in performance analysis, test design, data actionability and their impact on marketing activation across channels
Conversant in business case development
Foster a collaborative working environment to generate participation from diverse perspectives
Ability to navigate a diverse and matrixed organization and team structure
Player/Coach approach to team leadership and strategy development
Lead cross-functional strategy development in a dynamic and fast-paced environment
Write insightful creative briefs and steward the creative process
Create and edit presentations to create excitement and sell ideas
Comfortable operating in a dynamic environment
Ability & willingness to travel up to 20%

Responsibilities

Strategic CRM Development & Execution Define and drive CRM strategies that align with enterprise goals, leveraging data, content, and technology to deepen customer engagement.
Lead cross-channel, cohesive CRM programs (email, SMS, app, web, paid media) that deliver measurable business growth.
Identify consumer insights and translate into actionable strategies using 0P-3P data, analytics, and research.
Guide CRM vision for new business and growth opportunities through compelling, data-informed proposals.
Develop creative briefs and ensure cohesive messaging, frequency, and personalization across all touchpoints.
Stay current on CRM innovations and apply best practices to enhance performance.
Client Leadership & Cross-Functional Collaboration Build strong relationships with clients, understanding their business to identify CRM-driven growth opportunities.
Collaborate with internal teams (creative, tech, analytics, media, product) for seamless strategy execution.
Promote process improvements.
Guide, mentor, and grow junior and mid-level strategists by providing direction, feedback, and career development support.
Performance Optimization & Innovation Work with the analytics team to define measurement frameworks, performance tracking, and KPI reporting for campaigns and journeys regularly communicating performance insights and strategic adjustments to both internal teams and clients.
Champion a test-and-learn culture through structured experimentation and optimization.
Align with the data, analytics and tech teams to determine the best predictive modeling and AI to improve targeting, decisioning, and CRM program efficiency.

Benefits

Paid Family Care for parents and caregivers for 12 weeks or more
Monetary assistance and support for Adoption, Surrogacy and Fertility
Monetary assistance and support for pet adoption
Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance
Tuition Assistance
Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more
Matching Gifts programs
Flexible working arrangements
‘Work Your World' Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)
Business Resource Groups that support multiple affinities and alliances
medical coverage
dental
vision
disability
401k
paid time off