CRM Senior Strategist

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.

Work you'll do

As a Customer Relationship Marketing (CRM) Senior Strategist, you will bring a modern view of CRM and support the development of customer engagement strategies that connect data, customer insights, content, technology, and measurement. You will help clients envision how CRM can drive stronger relationships and business outcomes, and you will collaborate with cross-functional teams to bring CRM strategies to life.

Internally, you'll support the growth of our CRM strategy capability by shaping client deliverables, collaborating across disciplines, and contributing to thought leadership. Externally, you'll help uncover client needs, develop CRM strategies, and support delivery teams in executing data-driven communications.

• Support CRM strategy development, helping define who (customer segments), when (key moments), where (channels), and how (messaging) brands should activate CRM.
• Contribute to connecting data, brand strategy, creative, and technology into a cohesive CRM vision and operating model for clients.
• Assist in developing plans to activate customer data (0P, 1P, 2P, 3P) to inform personalization, segmentation, and communication strategies.
• Support learning agendas, test-and-learn plans, and performance reviews to inform CRM optimization.
• Help develop personalization strategies and contribute to creative briefs that guide content and creative development.
• Participate in reviews of creative work to ensure alignment with CRM strategy and customer experience goals.
• Assist in assessing a client's CRM maturity and contribute to recommendations that advance them toward best-in-class operations.
• Collaborate with cross-functional teams-including creative, technology, data science, loyalty, brand strategy, and audience engagement-to deliver CRM solutions.
• Support the development of multi-channel CRM strategies across digital channels (email, SMS, mobile, web, direct mail, social) and select offline channels.
• Contribute to mapping CRM journeys and identifying high-impact moments to increase customer engagement, loyalty, and lifetime value.
• Support client workshops, working sessions, and deliverables that align customer strategy with MarTech capabilities.

A successful candidate would possess these skills:

• Ability to distill customer insights, data inputs, and business requirements into actionable CRM strategies and recommendations.
• Ability to collaborate effectively with cross-functional teams to ensure CRM strategies are feasible, aligned, and supported by MarTech capabilities.
• Ability to structure CRM journey maps, segmentation logic, and personalization recommendations that enhance customer experience.
• Ability to interpret CRM performance data to support optimization opportunities and inform iterative improvements.
• Ability to support client discussions and working sessions by clearly articulating CRM considerations, dependencies, and rationale behind recommendations.
• Ability to structure and present CRM recommendations in clear, compelling narratives

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:

• 4+ years of experience supporting CRM or customer engagement strategy within an agency setting
• 4+ years of journey orchestration, marketing automation, and data platforms, and how they enable personalization and customer journeys
• 4+ years of developing CRM segmentation, personalization, or lifecycle strategies
• 4+ years of contributing to creative briefs, learning agendas, or test-and-learn frameworks
• 4+ years of collaborating with cross-functional teams such as creative, data, and technology
• Ability to travel 30%, on average, based on the work you do and the clients 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:

• 4+ years' experience working across multiple industries, with particular emphasis on experience within the financial services and consumer sectors.
• 4+ years of analyzing CRM performance data and contributing to insights and recommendations
• 4+ years of providing input on content strategy or guiding creative toward strategic objectives
• Experience working in a matrixed organization and contributing to collaborative solution development

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 $118,700 to $218,600.

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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