Director, CRM Strategy

Company Description

Hi there! We’re Razorfish. We’ve been leading the marketing industry with our digital expertise since the start of the internet. But in 2020, we did a full reboot. What’s different? It all starts with people. Weird, wonderful, complex people - with diverse backgrounds in strategy, creative and technology. But no matter how different we are, we all have one thing in common. We believe our differences are our strength. So we push for inclusion, challenge convention and bring in new perspectives, to inspire new ideas. Because when we connect by understanding what makes people different, we can create unforgettable experiences that enrich lives. Join us at razorfish.com.

Overview

The Razorfish Strategy team is looking for a Director, CRM Strategy who brings expertise in helping brands better connect with their customers through direct and addressable channels across the complete customer lifecycle.

The successful candidate will have a deep and commanding knowledge of CRM. They must understand consumer behavior and context to develop and enhance customer personas and segmentation, journeys, lifecycle touchpoints across channels, and test design.

In addition to owned channels, the ideal candidate should be familiar with the addressable paid media environment and opportunities to orchestrate end-to-end consumer experiences across channels (e.g., social, search, programmatic OLA/OLV, etc.).

Responsibilities

Strategic CRM Development & Execution

• Define and drive CRM strategies that align with enterprise goals, leveraging data, content, and technology to deepen customer engagement.
• Lead cross-channel, cohesive CRM programs (email, SMS, app, web, paid media) that deliver measurable business growth.
• Identify consumer insights and translate into actionable strategies using 0P–3P data, analytics, and research.
• Guide CRM vision for new business and growth opportunities through compelling, data-informed proposals.
• Develop creative briefs and ensure cohesive messaging, frequency, and personalization across all touchpoints.
• Stay current on CRM innovations and apply best practices to enhance performance.

Client Leadership & Cross-Functional Collaboration

• Build strong relationships with clients, understanding their business to identify CRM-driven growth opportunities.
• Collaborate with internal teams (creative, tech, analytics, media, product) for seamless strategy execution.
• Promote process improvements.
• Guide, mentor, and grow junior and mid-level strategists by providing direction, feedback, and career development support.

Performance Optimization & Innovation

• Work with the analytics team to define measurement frameworks, performance tracking, and KPI reporting for campaigns and journeys regularly communicating performance insights and strategic adjustments to both internal teams and clients.
• Champion a test-and-learn culture through structured experimentation and optimization.
• Align with the data, analytics and tech teams to determine the best predictive modeling and AI to improve targeting, decisioning, and CRM program efficiency.

Skill Requirements

• Deliver complex ideas in simple ways through written communications and verbal presentations
• Synthesize qualitative and quantitative input from multiple sources to generate insights
• Develop marketing strategy frameworks and program roadmaps
• Conversant in performance analysis, test design, data actionability and their impact on marketing activation across channels
• Conversant in business case development
• Foster a collaborative working environment to generate participation from diverse perspectives
• Ability to navigate a diverse and matrixed organization and team structure
• Player/Coach approach to team leadership and strategy development
• Lead cross-functional strategy development in a dynamic and fast-paced environment
• Write insightful creative briefs and steward the creative process
• Create and edit presentations to create excitement and sell ideas
• Comfortable operating in a dynamic environment
• Ability & willingness to travel up to 20%

Qualifications

• 10+ years developing CRM marketing programs and campaigns at an agency, consultancy or within a client-side marketing department
• Must have experience developing strategies and activations across owned channels, and preferably connecting experiences across paid / social channels
• Familiarity with developing strategies for the travel and/ or hospitality industry
• Initiated, managed and led the formation of deliverables such as: personas, customer journeys, communication architectures, interactive/connection/touch-point plans, campaign plans, program strategies, personalization strategies, etc.
• Insight development from primary and secondary research, plus online communities, ethnography, traditional and web-based focus groups, social media monitoring, digital audits and digital behavioral data, and online/offline media measurement tools.

Additional Information

The Power of One starts with our people! To do powerful things, we offer powerful resources. Our best-in-class wellness and benefits offerings include:

• Paid Family Care for parents and caregivers for 12 weeks or more
• Monetary assistance and support for Adoption, Surrogacy and Fertility
• Monetary assistance and support for pet adoption
• Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance
• Tuition Assistance
• Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more
• Matching Gifts programs
• Flexible working arrangements
• ‘Work Your World’ Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)
• Business Resource Groups that support multiple affinities and alliances

The benefits offerings listed are available to eligible U.S. Based employees, are reviewed on an annual basis, and are governed by the terms of the applicable plan documents.

Razorfish is an Equal Opportunity Employer. Our employment decisions are made without regard to actual or perceived race, color, ethnicity, religion, creed, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, childbirth and related medical conditions, national origin, ancestry, citizenship status, age, disability, medical condition as defined by applicable state law, genetic information, marital status, military service and veteran status, or any other characteristic protected by applicable federal, state or local laws and ordinances.

If you require accommodation or assistance with the application or onboarding process specifically, please contact [email protected].

All your information will be kept confidential according to EEO guidelines.

Compensation Range: $129,485 - $207,324 annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be April 11, 2026.