Deloitte - San Jose, CA
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 our 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 our clients, the CRM Strategy Director will play a crucial role in shaping our CRM practice and identifying innovative ways to implement our point of view in the market. In this position, you will be responsible for leading CRM strategy by determining customer segmentation, identifying key customer moments, selecting appropriate channels, and crafting effective messaging. You will integrate data with brand strategy and creative elements to create a customer-centric vision and operational model for our clients. Additionally, you will develop plans to activate various data types (0P, 1P, 2P, 3P) to inform customer strategies and personalization efforts. Your role will also involve driving thought leadership in CRM and loyalty operations, envisioning their evolution in response to changing technology and customer needs. You will be tasked with developing personalization plans, providing feedback on creative work, and establishing learning agendas to optimize CRM strategies. Business development will be a key focus, as you will craft compelling narratives to engage prospective clients and assess their CRM maturity levels to guide them towards best-in-class operating models. Collaboration with internal experts in loyalty programs will be essential to deliver value to clients, and you will work alongside cross-functional teams to ensure successful project delivery. Building and maintaining senior-level client relationships will be a critical aspect of your role, as will the ability to demonstrate the business impact of CRM initiatives. You will also manage team development and skills training, mapping consumer experiences to identify high-impact moments for brand engagement and loyalty enhancement.