Deloitte - Tampa, FL
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 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 creative elements to create a customer-centric vision and operational model for clients. You will also develop plans to activate various data types (0P, 1P, 2P, 3P) 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, identifying clients' CRM maturity levels and crafting plans to elevate them to best-in-class operating models. Collaboration with internal experts and cross-functional teams will be essential to deliver comprehensive solutions to clients, ensuring a focus on proving business impact through multi-channel strategies. Your responsibilities will also include mapping consumer experiences and CRM journeys to pinpoint high-impact moments for brands to connect with customers, thereby enhancing loyalty and increasing customer lifetime value. A solid understanding of paid, earned, and owned media strategies will be crucial in this role.