Group Strategy Director, Relationship Marketing (CRM)

Position Summary

Deloitte Digital is looking for a Customer Relationship Marketing (CRM) Group Strategy Director who champions a modern approach to CRM and can create a modern CRM vision for clients, connecting their data, customer strategy, content creation, technology and measurement/analytics.

The CRM Group 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.

Work you’ll do

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.

• 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 like 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

The Team

Advertising, Marketing & Commerce

Our Advertising, Marketing & Commerce team focuses on delivering marketing and growth objectives aligned with our clients’ brand values for measurable business growth. We do this by creating content, communications, and experiences that engage and inspire their customers to act. We implement and operate the technology platforms that enable personalized content, commerce and marketing user-centric experiences. In doing so, we transform our clients’ marketing and engagement operations into modern, data-driven, creatively focused organizations. Our team brings deep experience in creative and digital marketing capabilities, many from our Digital Studios.

We serve our clients through the following types of work:

• Cross-channel customer engagement strategy, design and development to include the creation of omni-channel digital experiences across web, mobile, social, physical, AR/VR, voice, gesture, IoT, and video
• eCommerce strategy, implementation and operations
• Marketing Content and digital asset management solutions
• Marketing Technology and Advertising Technology solutions
• Marketing analytics implementation and operations
• Advertising campaign ideation, development and execution
• Acquisition and engagement campaign ideation, development and execution
• Agile based, design-thinking, user-centric, empirical projects that accelerate results

Qualifications

Required:

• 10+ years’ experience leading CRM-specific strategy
• Understanding of the capabilities of bringing together key MarTech, data, CDP and content technologies. Cross-channel experience, including (but not limited to) email, SMS, mobile, web, direct mail, 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

Preferred:

• Agency Experience highly preferred
• Cross-industry experience preferred
• 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
• Proven experience bringing solutions and ideas to-life in a highly matrixed organization
• Skilled storyteller, with an ability to articulate complex ideas into a simple story

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $167,325 to $278,875.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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