Freelance - Director, Experience Strategy

RAPP•Dallas, TX

6h•Hybrid

About The Position

RAPP Dallas is looking for a Freelance - 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: The Director of Experience Strategy role will provide senior-level strategic leadership across client-facing CRM initiatives and internal transformation efforts. This role is responsible for advancing high-level business objectives, shaping experience-led CRM programs, and serving as a senior strategic partner to clients and internal leadership. This role requires strong presence, strategic judgment, and the ability to operate across disciplines to guide complex initiatives, as well as oversight of high-quality day-to-day execution by the team they lead.

Requirements

Bachelor's Degree
Minimum 8 years in CRM and/or lifecycle-based experience strategy within complex or regulated environments (preferred)
Ability to advise and build credibility with senior client and internal stakeholders
Strong systems thinking, connecting customer experience, data, technology and business outcomes
Proven ability to mentor senior strategists and uphold quality across ongoing workstreams
Excellent strategic communication and storytelling skills for executive audiences
Comfort operating in ambiguity while guiding teams toward clarity and alignment

Responsibilities

Lead experience strategy across priority CRM initiatives, with a focus on lifecycle planning, customer value, and long-term program design
Provide strategic leadership and guidance to the Experience Strategy team, ensuring continuity and quality across BAU workstreams.
Act as a senior, client-facing strategic representative, providing thought leadership and trusted counsel to executive stakeholders
Partner closely with strategy leadership, account teams, data, technology and creative partners to guide multi-disciplinary CRM programs
Translate business goals into experience-led CRM frameworks, roadmaps, and strategic narratives
Guide internal and client teams through ambiguity, aligning stakeholders around shared objectives and strategic direction
Identify opportunities for CRM transformation, including measurement frameworks and experience optimization
Ensure strategic rigor, clarity and consistency across workstreams while leveraging existing BAU execution support
Upload and model customer-centric thinking across all strategic recommendations and decisions