Director, Experience Strategy

RAPP•Detroit, MI

4h•$127,000 - $140,000•Hybrid

About The Position

RAPP Detroit is looking for a Director, Experience Strategy to join our award-winning Experience Strategy team. WHO WE ARE: We are RAPP – world leaders in activating growth with precision and empathy at scale. As a global, next-generation precision marketing agency we leverage data, creativity, technology, and empathy to foster client growth. We champion individuality in the marketing solutions we create, and in our workplace. We fight for solutions that adapt to the individual’s needs, beliefs, behaviors, and aspirations. We foster an inclusive workplace that emphasizes personal well-being. HOW WE DO IT: At RAPP, our fearless superconnectors help to create value from personal brand experiences by focusing on three key areas: connected data, connected content and connected decisioning. Our data analysts identify who that person is, our strategists understand what they want, and our award-winning technologists and creatives know how to deliver it – ensuring we’re able to activate authentic customer connections for our clients. Part of Omnicom’s Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, and data and marketing scientists across 15+ global markets YOUR ROLE We are seeking a Director, Experience Strategy to lead strategic CRM and customer lifecycle marketing planning for a major enterprise client managing multiple brands across diverse customer segments. This is a rare opportunity to architect sophisticated, data-driven customer experiences at scale while leading a team of strategists and mentoring next-generation marketing leaders.In this role, you'll move beyond typical campaign planning to become a strategic partner and thought leader—proactively identifying opportunities clients don't yet know they need, architecting transformative customer journeys, and driving measurable business impact. You architect enterprise-wide customer experience strategies that span multiple brands, channels, and customer lifecycle stages. You build business cases for transformative initiatives and identify white-space opportunities that drive competitive advantage.You translate complex data landscapes (first-party data, CDP, audience platforms, advanced analytics) into actionable customer insights and measurement frameworks. You establish clear KPIs, define testing agendas, and link marketing performance to business outcomes.You lead a team of strategists, guiding them to think bigger, work smarter, and develop professionally. You model strategic thinking, create a culture of continuous learning, and develop the next generation of thought leaders.You collaborate closely with creative teams to develop compelling briefs grounded in insights. You elevate creative work through thoughtful feedback and ensure strategic alignment across all customer touch-points.You stay ahead of industry trends in customer marketing, martech, data privacy, and AI. You bring cutting-edge perspectives to client conversations and position RAPP as a strategic innovation partner.

Requirements

Bachelor's degree required
10+ years in customer marketing, CRM, demand generation, marketing strategy, or related disciplines
5+ years in a senior strategic planning or leadership role
Proven success leading teams and mentoring junior strategists
Experience managing large, complex, multi-brand accounts
Demonstrated success architecting end-to-end customer journey strategies
Strategic Thinking: Strong ability to see the big picture, identify patterns, and develop forward-thinking recommendations
Data & Analytics Fluency: Comfort with measurement frameworks, attribution modeling, testing methodologies, and driving optimization
Martech Expertise: Working knowledge of marketing automation, CDP platforms, data activation, and personalization technologies
Communication & Leadership: Excellent communication skills (internal and client-facing); natural leader with strong executive presence
Customer-Centric Mindset: Obsessed with understanding customer needs, behavior, and the moments that matter most
Creative Collaboration: Strong ability to partner with and elevate creative teams
Curiosity & Learning Agility: Genuine passion for staying ahead of industry trends and adopting new approaches
Client Partnership: Consultative approach; ability to build trust and influence client thinking
Business Acumen: Understanding of marketing's role in driving business results; ability to connect strategy to revenue/growth

Responsibilities

Architect comprehensive customer journey strategies across multiple brands, segments, and channels
Develop integrated communication strategies that align with client business objectives
Identify and pitch proactive strategic opportunities—before clients ask for them
Build robust measurement frameworks, attribution models, and learning agendas
Define testing roadmaps and optimization strategies to continuously improve performance
Translate complex business challenges into strategic marketing recommendations
Lead and mentor a team of strategists, fostering growth and professional development
Guide strategic thinking, challenge assumptions, and push the team to think bigger
Ensure consistent quality of strategic deliverables across the account
Develop talent within the team and model continuous learning
Collaborate with fellow planners across the agency on best practices
Serve as a strategic trusted advisor to client leadership—understanding their business, priorities, and constraints
Develop long-term strategic partnerships while delivering short-term tactical excellence
Present strategic recommendations and lead client conversations with confidence and conviction
Engage in thought leadership activities (speaking, industry participation, POV development)
Stay informed on category trends, consumer insights, and competitive landscape
Partner with creative teams to develop compelling, insights-driven briefs
Collaborate with analytics partners to define KPIs, measurement approaches, and optimization plans
Work with technology partners to ideate and activate innovative solutions (marketing automation, personalization, data activation platforms)
Coordinate with account service teams to align strategic and business development objectives
Bridge internal teams (strategy, creative, analytics, tech) for seamless execution
Evaluate syndicated research, industry reports, and emerging insights to inform strategy
Conduct competitive and market analysis to inform positioning and messaging strategies
Stay current on emerging technologies and marketing trends (CDP, AI/Machine Learning, first-party data, privacy regulations)
Recommend process improvements and best practices evolution as the marketing landscape evolves