Deloitte - Nashville, TN
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 both internal growth and external client engagement. In this position, you will be responsible for leading CRM strategy, which includes 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 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 best practices, and 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. Business development will be a key focus, as you will craft compelling narratives to attract prospective clients and assess their CRM maturity levels to guide them towards best-in-class operating models. Collaboration will be essential, as you will partner with internal experts in loyalty programs and cross-functional teams to deliver comprehensive solutions to clients. Building senior-level client relationships and maintaining a focus on demonstrating business impact will be critical to your success. You will also manage team development and skills training, mapping consumer experiences to identify high-impact moments that foster loyalty and increase customer lifetime value. A solid understanding of paid, earned, and owned media strategies will further enhance your effectiveness in this role.