Deloitte - San Diego, 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 clients. This role is pivotal in connecting various elements such as data, customer strategy, content creation, technology, and measurement/analytics to enhance customer engagement with brands. 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 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 integrating data with brand strategy and technology to create a customer-centric vision and operational model for clients. You will also develop plans to activate various data types to inform customer strategies and personalization efforts. The CRM Strategy Director will drive thought leadership by envisioning best-in-class CRM and loyalty operations, adapting to evolving technology and customer needs. You will create personalization plans, provide feedback on creative work, and develop learning agendas to optimize CRM strategies. Additionally, you will lead business development efforts, assess clients' CRM maturity levels, and collaborate with internal experts to enhance loyalty programs. Building senior-level client relationships and partnering with cross-functional teams will be essential to delivering comprehensive solutions that include multi-channel strategies across digital and traditional platforms. Your focus will be on mapping consumer experiences and identifying high-impact moments that foster loyalty and increase customer lifetime value. You will also need to understand various media strategies, including paid, earned, and owned media, to effectively engage customers across multiple touchpoints.