Deloitte - Dallas, TX
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 both internal growth and external client relationships. 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 connect data with brand strategy, creative elements, and technology to create a customer-centric vision and operational model for 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 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 and content creation. Business development will be a key focus, as you will craft narratives to sell your vision to prospective clients and assess their CRM maturity levels to guide them toward best-in-class operating models. Collaboration is essential 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 constant focus on demonstrating business impact will be critical to your success. You will also drive multi-channel solutions and strategies, including digital and traditional marketing approaches, while managing team development and skills training. Understanding the consumer experience and mapping CRM journeys will help identify high-impact moments for brands to connect with customers, build loyalty, and enhance customer lifetime value.