Deloitte - Atlanta, GA
posted 3 months ago
Deloitte Digital is seeking a Customer Relationship Marketing (CRM) Strategy Director who will lead the charge in modernizing CRM approaches for clients. This role is pivotal in creating a comprehensive CRM vision that integrates data, customer strategy, content creation, technology, and measurement/analytics. The ideal candidate will possess a deep understanding of customer engagement with brands and how marketing technology can facilitate the development of strong customer relationships that drive business results. 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 growing the CRM practice internally while also building long-term relationships with clients externally. You will lead the CRM strategy by determining customer segmentation, identifying key customer moments, selecting appropriate channels, and crafting effective messaging. Your role will involve connecting data with brand strategy, creative elements, and technology to create a customer-centric vision and operational model for clients. You will develop plans to activate various data types (0P, 1P, 2P, 3P) to inform customer strategies and personalization efforts. Additionally, you will drive thought leadership by envisioning best-in-class CRM and loyalty operations, adapting to evolving technology and customer needs. Your responsibilities will include creating personalization plans, reviewing creative work, developing learning agendas, and optimizing CRM strategies based on results. You will also lead business development efforts, identifying clients' CRM maturity levels and crafting plans to elevate them to best-in-class operating models. Collaboration is key in this role, as you will partner with internal experts in loyalty programs and work with cross-functional teams to deliver comprehensive solutions to clients. Building senior-level client relationships and maintaining a focus on demonstrating business impact will be essential. You will also drive multi-channel solutions and strategies, ensuring that brands can effectively connect with customers across various platforms, including digital and traditional channels. Your leadership will extend to managing team development and skills training, as well as mapping consumer experiences to identify high-impact moments for brand engagement.