Deloitte - Philadelphia, PA
posted 3 months ago
Deloitte Digital is seeking a Customer Relationship Marketing (CRM) Strategy Director who will lead the charge in developing a modern CRM vision for clients. This role is pivotal in connecting various elements such as data, customer strategy, content creation, technology, and measurement/analytics to enhance customer engagement and drive business results. The ideal candidate will possess a deep understanding of customer interactions with brands and how marketing technology can facilitate the establishment of strong customer relationships. As a champion for CRM within Deloitte Digital and among clients, the CRM Strategy Director will play a crucial role in shaping the future of CRM practices. In this position, you will be responsible for both internal and external growth of the CRM practice. Internally, you will help identify innovative ways to bring our point of view to life, while externally, you will focus on building long-term client relationships, uncovering new business opportunities, and driving measurable results. Your leadership will guide the CRM strategy, determining customer segmentation, timing, channels, and messaging for effective brand activation. You will integrate data with brand strategy and technology to create a customer-centric vision and operational model for clients. The role also involves developing plans to activate various data types (0P, 1P, 2P, 3P) to inform customer strategies and personalization efforts. You will drive thought leadership by envisioning best-in-class CRM and loyalty operations, adapting to evolving technology and customer needs. Additionally, you will create personalization plans, provide feedback on creative work, and develop learning agendas to optimize CRM strategies and content creation. As a leader in business development, you will craft compelling narratives to present a vision to prospective clients, assess their CRM maturity, and devise plans to elevate them to a best-in-class operating model. Collaborating with internal experts in loyalty programs, you will identify value exchanges that brands can offer their customers. Your role will also involve partnering with cross-functional teams, including creative, technology, data science, and brand strategy, to deliver comprehensive solutions to clients. Building senior-level client relationships and maintaining a focus on demonstrating business impact will be key aspects of your responsibilities.