Job opportunities

Job opportunities

CRM Strategist

OVERVIEW

As a member of the Strategy & Data Insights team, you will be responsible for designing, reporting on, and improving the performance of email marketing, marketing automation and the loyalty programs of our client accounts – in a role that incorporates both strategy and execution. You will work closely with cross-functional teams (e.g. Client Services, Media, Tech and Creative) to achieve key outcomes, including the growth of overall customer acquisition, loyalty, retention, and lifetime value (CLV) key performance metrics.

You will be an early member of a growing team, so get ready to contribute to the development and success of new initiatives and services for the agency – we need a strategist with strong analytical skills, insatiable curiosity, and an entrepreneurial spirit.

WHAT YOU WILL DO

Serve as a subject matter expert and key contributor on customer engagement and retention strategies and tactics, including customer profiles, segmentation, journey mapping, lifecycle marketing (CRM), marketing automation and the use of AI and machine learning in campaign performance optimisation;

• Design and implement the CRM strategy of owned-channel communications campaigns end-to-end (ideation to reporting): primarily ‘newsletter’ and ‘automated workflow’ email campaigns, but also direct mail, automated SMS message campaigns and push notifications, where applicable;
• Build campaigns to improve customer loyalty: nurture strategies, reward-disbursement workflows, and surprise-and-delight campaigns, while minimizing unsubscribes;
• Monitor and report on key metrics, understanding root causes of changes in performance, in order to recommend responsive strategies and tactics;
• Execute A/B tests and multivariate tests to optimize campaign performance (e.g. dynamic/static content, subject lines, deployment times, promotional offers, CTAs, segment validation);
• Collaborate on the development of customer segmentation strategies, and provide campaign performance insights to senior business leadership;
• Ensure compliance with CASL (Canada) and CAN-SPAM / CCPA (US) legislation, customer data/access policies and corporate privacy policies;
• Act as a data evangelist within the agency to promote a “test and learn” culture and propose how new tools and technologies can improve performance.

WHAT YOU WILL BRING

• Experience in an intermediate-level CRM, loyalty, email marketing and/or marketing automation role (CPG industry preferred);
• Bachelor’s degree in Marketing, Business, or a related quantitative field (additional specialised training or certifications preferred);
• Experience with Salesforce Marketing Cloud or similar email/CRM platforms (e.g. Adobe Marketo, Hubspot, Sendinblue), SFMC Consultant certification preferred;
• English writing and presentation skills; bilingual English/French preferred.

Key skills

• Knowledge of best practices in loyalty programs, email marketing, marketing automation and customer retention, as well as the ability to communicate them to others persuasively;
• Ability to interpret data and insights obtained from testing and make iterative optimizations to campaigns and overall marketing strategy;
• Highly detail-oriented analytical approach: you are the person who naturally notices flaws in everything and who can suggest ways to improve;
• Highly organised: you are able to work autonomously with little guidance and meet project deadlines;
• You take pride in achieving excellence and you take mistakes seriously;
• Hustle and willingness to learn: you speak your mind and welcome feedback to ensure your team’s output is the best it can be.