Associate Director, CRM Strategy
FCB Health New York, New York, NY, United States
The Associate Director of CRM Strategy has an in-depth understanding of the fundamentals of CRM strategy and makes actionable recommendations on accounts that will move a brand forward. They should embody an EDI Mindset, striving for conscious inclusivity internally and externally, while applying the inQ framework in the strategic development process.
Essential Function
Develops CRM strategies: You will be responsible for developing CRM strategies that align with the brand's business objectives, target customer segments, and leverage customer data to improve customer experiences.
Analyzes customer data: You will analyze customer data to identify customer trends and insights and use this information to segment customers and personalize their experiences across channels.
Develops and executes CRM campaigns: You will develop and execute CRM campaigns across channels, including email, SMS, social media, and push notifications, and manage campaign cadence and business rules documents (BRD).
Monitors campaign performance: You will monitor campaign performance and propose optimizations of campaigns and tactics based on engagement rates across targeted channels and evolution of brand goals.
Collaborates with cross‑functional teams: You will work closely with other teams, such as the Martech team, engagement strategy, social strategy and data analytics to ensure that CRM strategies are aligned with overall business objectives and that customer insights are aligned on with client brand teams.
Stays up‑to‑date with industry trends: You will keep up to date with the latest trends and best practices in the CRM space, attend industry events and conferences, and participate in professional development opportunities.
Job Duties / Responsibilities
Adjusts expertise to fill in the strategic gaps of multiple accounts and develops CRM deliverables across all stages of the journey.
Works closely with all stakeholders at the agency and regularly presents ideas to clients.
Develops collaborative relationships with engagement strategists, strategic planners and account services leads.
Creates and presents a variety of CRM deliverables directly to clients, answering questions and incorporating feedback.
Builds a cohesive narrative around business needs, deliverables, and solutions.
Researches trends and innovations, sharing findings with the internal team.
Consistently produces clear, informative, and persuasive documents.
Partners with Social Media team to support lead generation tactics.
Ability to use AI platforms as an accelerant for brand needs and strategic deliverables.
Education MBA/BBA/BS in Marketing, Communications, Liberal Arts, English, or Advertising. Pharma preferred not required.
Minimum Experience 5+ years. CRM preferred.
Knowledge, Skills, and Abilities
Has an advanced understanding of brand goals and objectives.
Strong organizational and time‑management skills.
Advanced presentation skills.
Strong client service skills (for both internal account/creative teams and external clients).
Skillful ability to rapidly task‑switch and handle concurrent projects.
Collaborative spirit and management attitude.
Basic understanding of CAN‑SPAM, CCPA and GDPR requirements, postal mailing regulations and consent.
Competencies
Collaborative – Ability to work effectively in a team environment to build and foster a cooperative environment.
Accountable – Holds self‑accountable for measurable high‑quality and timely results.
Leadership – Creates the conditions that enable the team to perform at its best (e.g., setting clear direction, talent development, obtaining necessary resources).
Influence – Guide decisions to meet objectives, while acting with integrity.
Statement of Understanding This Job Description is not a contract of employment but serves as a reference for your mutual understanding of the terms and conditions associated with the position. Your role may vary from this description, and you may be asked to perform other duties or have additional responsibilities outside of what’s outlined above. If you think that there are elements of this job description that are inaccurate, please speak with your manager and/or HR partner. There are three types of Employee Work Arrangements that classify where a person conducts work: In‑Office, Hybrid, and Fully Remote. The amount of time an employee spends working virtually versus in person is dictated by their work arrangement classification, the demands of the role, the needs of the agency and their team, and a person’s performance. This job description is not intended to include modifications consistent with providing a Reasonable Accommodation.
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Essential Function
Develops CRM strategies: You will be responsible for developing CRM strategies that align with the brand's business objectives, target customer segments, and leverage customer data to improve customer experiences.
Analyzes customer data: You will analyze customer data to identify customer trends and insights and use this information to segment customers and personalize their experiences across channels.
Develops and executes CRM campaigns: You will develop and execute CRM campaigns across channels, including email, SMS, social media, and push notifications, and manage campaign cadence and business rules documents (BRD).
Monitors campaign performance: You will monitor campaign performance and propose optimizations of campaigns and tactics based on engagement rates across targeted channels and evolution of brand goals.
Collaborates with cross‑functional teams: You will work closely with other teams, such as the Martech team, engagement strategy, social strategy and data analytics to ensure that CRM strategies are aligned with overall business objectives and that customer insights are aligned on with client brand teams.
Stays up‑to‑date with industry trends: You will keep up to date with the latest trends and best practices in the CRM space, attend industry events and conferences, and participate in professional development opportunities.
Job Duties / Responsibilities
Adjusts expertise to fill in the strategic gaps of multiple accounts and develops CRM deliverables across all stages of the journey.
Works closely with all stakeholders at the agency and regularly presents ideas to clients.
Develops collaborative relationships with engagement strategists, strategic planners and account services leads.
Creates and presents a variety of CRM deliverables directly to clients, answering questions and incorporating feedback.
Builds a cohesive narrative around business needs, deliverables, and solutions.
Researches trends and innovations, sharing findings with the internal team.
Consistently produces clear, informative, and persuasive documents.
Partners with Social Media team to support lead generation tactics.
Ability to use AI platforms as an accelerant for brand needs and strategic deliverables.
Education MBA/BBA/BS in Marketing, Communications, Liberal Arts, English, or Advertising. Pharma preferred not required.
Minimum Experience 5+ years. CRM preferred.
Knowledge, Skills, and Abilities
Has an advanced understanding of brand goals and objectives.
Strong organizational and time‑management skills.
Advanced presentation skills.
Strong client service skills (for both internal account/creative teams and external clients).
Skillful ability to rapidly task‑switch and handle concurrent projects.
Collaborative spirit and management attitude.
Basic understanding of CAN‑SPAM, CCPA and GDPR requirements, postal mailing regulations and consent.
Competencies
Collaborative – Ability to work effectively in a team environment to build and foster a cooperative environment.
Accountable – Holds self‑accountable for measurable high‑quality and timely results.
Leadership – Creates the conditions that enable the team to perform at its best (e.g., setting clear direction, talent development, obtaining necessary resources).
Influence – Guide decisions to meet objectives, while acting with integrity.
Statement of Understanding This Job Description is not a contract of employment but serves as a reference for your mutual understanding of the terms and conditions associated with the position. Your role may vary from this description, and you may be asked to perform other duties or have additional responsibilities outside of what’s outlined above. If you think that there are elements of this job description that are inaccurate, please speak with your manager and/or HR partner. There are three types of Employee Work Arrangements that classify where a person conducts work: In‑Office, Hybrid, and Fully Remote. The amount of time an employee spends working virtually versus in person is dictated by their work arrangement classification, the demands of the role, the needs of the agency and their team, and a person’s performance. This job description is not intended to include modifications consistent with providing a Reasonable Accommodation.
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