CRM Strategy Director

About the role

As a CRM Strategy Director, you will champion CRM strategies within the agency and with clients, emphasizing how CRM drives brand building, business expansion, and creative inspiration. You'll integrate strategy, technology, and multi-channel execution to create personalized customer experiences that yield tangible results. This internal team and client-facing role demands leading discussions, offering insightful recommendations, and aligning CRM efforts with brand and business goals.

Responsibilities

• Strategic Vision: Lead CRM dialogues with internal teams and clients, demonstrating how CRM strategies enhance brand equity, drive revenue growth, and fuel creative campaigns. Craft and execute CRM strategies that align with overarching marketing objectives.
• Omni-Channel Mastery: Develop and refine omni-channel CRM initiatives, ensuring seamless integration across channels like email, social, mobile, web, and offline interactions for unified customer journeys.
• Martech Integration Strategy: Apply basic to intermediate martech knowledge to activate CRM recommendations, utilizing tools for automation, personalization, and program execution.
• Platform Knowledge: Possess functional knowledge of key CRM platforms (e.g., Salesforce, HubSpot, Adobe Experience Cloud) and their capabilities to tailor solutions for client requirements.
• Technical Journeys: Design CRM consumer personas journeys, mapping out data flows, touchpoints, and automations to optimize customer experiences.
• Data Management: Oversee data transfers from media platforms (e.g., Google Ads, Meta) and analytics tools (e.g., Google Analytics, Adobe Analytics) into CRM systems, maintaining data integrity, compliance, and usability for targeted strategies.
• Client Leadership: Facilitate client workshops, meetings, and presentations as needed, confidently providing recommendations that address challenges and advance brand and business objectives.
• Collaborative Innovation: Work alongside creative, digital, media, and analytics teams to leverage CRM insights for groundbreaking creative work, promoting a data-centric culture.
• Performance Optimization: Monitor CRM program success via key metrics such as retention rates, customer lifetime value, and engagement, iterating strategies for continuous improvement.
• Trend Forecasting: Keep abreast of evolving CRM trends, martech advancements, and industry best practices to innovate and enhance our agency's CRM offerings.

Requirements

• Experience: 5+ years in CRM strategy, ideally in a marketing agency or client-side environment, with a track record of leading CRM programs that support brand and business growth. Leadership or director-level experience is preferred.
• Education: Bachelor's degree in Marketing, Business, Data Science, or related field; relevant certifications (e.g., Salesforce Certified Marketing Cloud Specialist) are a strong advantage.
• Technical Proficiency:
• Strategic Insight: Skill in linking CRM to business outcomes like brand loyalty, growth, and creative ideation.
• Communication Prowess: Adept at leading discussions, presenting strategies, and influencing stakeholders with a consultative, client-focused mindset.
• Analytical Abilities: Experienced in data-driven decision-making, including audience segmentation, testing, and ROI analysis.
• Personal Attributes: Team-oriented with creative energy, excellent

Benefits

Additional Information

About Ogilvy Ogilvy, part of WPP, has been creating impact for brands through iconic, culture-changing, value-driving ideas since the company was founded by David Ogilvy 75 years ago. It builds on that rich legacy through Borderless Creativity - innovating at the intersections of its advertising, public relations, relationship design, consulting, and health capabilities with experts collaborating seamlessly across over 120 offices in nearly 90 countries. Ogilvy currently ranks as the #1 global agency network for creative excellence and effectiveness by WARC, signifying its ability to deliver creative solutions that drive unreasonable impact for clients and communities. Ogilvy is a WPP company (NYSE: WPP). For more information, visit Ogilvy.com , and follow us on LinkedIn , X , Instagram , and Facebook. About WPP WPP is the trusted growth partner for the world's leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company - powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com . About Ogilvy Ogilvy was founded in 1948 by David Ogilvy. David created a culture that deeply respects and cares about its people and clients. Our mission is to inspire people and brands to make an impact and we are committed to attracting, growing, and retaining the best talent in the industry.

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