CRM Strategy Director

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Recruiting for this role ends on March 31, 2026

Work you'll do

As a Customer Relationship Marketing (CRM) Strategy Director, you will champion a modern approach to CRM and vision for clients, connecting their data, customer strategy, content creation, technology and measurement/analytics.

The CRM Strategy Director will have an intimate understanding of how customers engage with brands and how marketing technology enables brands to build strong relationships to their customers that drive business results. They will be a champion for CRM within Deloitte Digital and within our clients.

Internally, you'll help us continue to grow our CRM practice and identify new ways to bring our POV to life. Externally, you'll build long-term relationships with clients, uncover new business opportunities and drive business results.

• Leads CRM strategy; informing who (customer segmentation), when (customer moments), where (channels) and how (messaging) brands should activate CRM
• Connects data, brand strategy, creative and technology together to create a customer-centric vision for clients and an operating model to bring it to life
• Develops a plan to activate data (0P, 1P, 2P, 3P) to inform customer strategy and personalization strategies
• Drives thought leadership and envisions what best-in-class CRM/Loyalty operations look like now and develops the vision for how it will evolve in the future as technology and customer needs change across processes, changing market conditions and MarTech platforms
• Develops a personalization plan and creative brief
• Provides reviews and inputs on creative work
• Develops learning agendas, test & learn plans, reviews results and makes recommendations for how to optimize CRM strategy and content creation
• Leads business development efforts, crafting narratives to sell-in a vision to prospective clients
• Identifies a client's CRM maturity level and craft a plan to move them to a best-in-class operating model for modern CRM experiences
• Partners with internal Loyalty program experts to deliver on loyalty programs and identify the value exchange brands can offer their customers
• Partners with a cross-functional team to deliver to clients - including creative, technology, data science, brand strategy, loyalty, audience engagement
• Build senior-level client relationships
• Partner with MarTech and alliance/partners team leadership
• Constant focus on proving business impact for clients
• Drives multi-channel solutions and strategies, including (but not limited to) Digital -email, SMS, mobile, web, direct mail, social - and Traditional - Events, Media, instore.
• Managing team development and skills training
• Mapping consumer experience/CRM journeys to identify high-impact moments for brands to connect, build loyalty and increase lifetime value of their customers
• Understanding of paid, earned and owned media strategies

A successful candidate would possess these skills:

• Ability to synthesize complex customer, data, and technology inputs into a clear strategic vision that guides multi-channel CRM activation.
• Ability to influence senior stakeholders and facilitate decision-making that advances long-term CRM strategy and operating model evolution.
• Ability to connect cross-functional teams-creative, data, technology, and brand-around a unified CRM vision and workflow.
• Ability to collaborate with client's other partners and vendors to drive unified client agenda.
• Ability to lead CRM thought leadership efforts and articulate transformative opportunities grounded in measurable business impact.
• Ability to guide teams in developing personalization frameworks, learning agendas, and test-and-learn plans that inform ongoing optimization.
• Analytical mindset - ability to consolidate data from multiple sources into a single view for the client ability to develop data driven results and analysis driving CRM outcomes and the goal of a single view of the customer
• Ability to articulate a clear vision and expectations for content creation and ability to guide the creative process

The team

Deloitte's Advertising, Marketing & Commerce team creates content and experiences that inspire action. We design and implement technology platforms for personalized marketing across all digital touchpoints, specializing in customer-centric B2B and B2C solutions. Our in-house agency engages customers throughout their journey, working on projects like AdTech, MarTech, campaign automation, CRM, and lead-to-loyalty orchestration. Join us to drive impactful customer interactions and business growth.

Qualifications

Required:

• 10+ years of experience leading CRM strategy, including at least 5 years in an agency or consulting setting, with a track record of shaping and delivering large impactful CRM programs
• A minimum of 8 years of experience integrating MarTech, data, CDP, and content technologies to support cross-channel CRM initiatives (across channels such as email, SMS, mobile, web, direct mail, and social).
• Ability to travel 30%, on average, based on the work you do and the client and industries/sectors you serve.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Preferred:

• Experience across multiple industries, with particular emphasis on experience within the financial services and consumer sectors.
• Minimum 8 years of experience developing and implementing solutions within a highly matrixed organization.
• Experience leading business development initiatives, including crafting and delivering compelling narratives to communicate and sell a strategic vision to prospective clients.
• Proven expertise in translating complex concepts or strategies into clear, compelling messages for a variety of audiences.

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $175,300 to $322,900.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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