Design and deliver high-value CRM, loyalty, and automated marketing strategies aligned with clients' business objectives and revenue targets.
Lead complex CRM initiatives for key accounts, ensuring strategic alignment, quality execution, and measurable impact on business outcomes.
Analyze customer behaviors, lifecycle journeys, and performance data to identify scalable opportunities for engagement, retention, and customer lifetime value growth.
Develop advanced CRM frameworks incorporating segmentation, personalization, automation, lifecycle orchestration, and omnichannel strategies (email, SMS, push, etc.).
Create and manage prioritized CRM & Loyalty roadmaps, aligning cross-functional stakeholders (UX/UI, SEO, Development, Data, etc.) and ensuring consistent execution.
Define and implement retention and loyalty strategies, including cross-sell programs, loyalty ecosystems, subscription models, and referral initiatives.
Act as a CRM expert in client discussions, strategic workshops, and solution design sessions, influencing strategic decision-making.
Contribute to proposal development, scope definition, and pre-sales initiatives related to CRM & Loyalty opportunities.
Help define and evolve the agency's CRM & Loyalty delivery methodology, including best practices, performance frameworks, and quality assurance (QA) standards.

6 to 8+ years of experience in CRM, email marketing, loyalty, and automated marketing strategies within eCommerce environments (B2B, D2C, B2C).
Proven ability to operate with a high level of autonomy and ownership on complex CRM initiatives.
Strong expertise in CRM and eCommerce best practices, customer lifecycle strategies, segmentation frameworks, and journey orchestration.
Highly data-driven mindset, with the ability to translate business objectives and performance insights into structured, measurable strategies tied to revenue and customer lifecycle.
Experience building and managing prioritized CRM & Loyalty roadmaps aligned to business outcomes and cross-functional dependencies.
Ability to act as an expert in client discussions, including leading strategic workshops and influencing decision-making.
Excellent collaboration skills with experience working cross-functionally (Strategy, Data, UX, Development, client teams).
Hands-on experience with eCommerce ecosystems (Magento, Shopify, BigCommerce, headless architectures) and an understanding of technical constraints related to integrations and data flows.
Advanced proficiency with CRM, CDP, and marketing automation platforms (e.g., Klaviyo, Bloomreach Engagement, HubSpot, Salesforce, Adobe Campaign, GA4 or equivalent analytics platforms).
Knowledge of loyalty, subscription, and referral ecosystems as well as retention mechanics.

Access to health insurance partially paid by the employer (coverage for you and your family).
Paid vacation and floating days to rest.
Disconnect policy to promote work-life balance.
Flexibility in work location and hours (offices in the United States and Canada, with the option to work 100% remotely).
Recognition program in the form of gift cards or donations to charities.

Senior CRM & Loyalty Strategist

Key skills