Hi there! We’re Razorfish. We see consumers as more than just metrics. We see them as people – wonderful, complex, interesting people. Grounded in deep digital expertise for over 25 years, we continue to navigate the ever-changing marketing landscape to forge meaningful connections that enrich people’s lives. With over 1,000 people across 14 offices in North America, our diverse teams of strategists, creative thinkers, experience builders, and  technologists are passionate about connecting creativity to business impact. Razorfish is part of Publicis Communications North America. Find out more about us at razorfish.com.

Job Summary:
The Senior Manager of CRM Strategy provides data-driven marketing program leadership for an automotive client’s customer acquisition, loyalty and retention efforts. This role is responsible for strategy and program definition as well as stewarding activation across direct-to-consumer communication channels. In addition, this role is expected to support alignment across addressable paid and owned marketing and experiences.

The ideal candidate should have a diverse marketing strategy background with experience developing, road-mapping and activating novel marketing programs with an addressable CRM focus. They must have experience leading annual strategy and planning for CRM as a channel as well as developing specific campaign plans utilizing and enhancing CRM program capabilities. They should be comfortable navigating ambiguity and providing clarity and focus for cross-functional teams. They should be highly detail oriented with an ability to synthesize information from multiple business perspectives to identify opportunities and establish priorities.

Responsibilities: 

• CRM Program Development: Lead a cross-functional team in the collaborative development and stewardship of program initiatives for a major pre- and post-purchase CRM program
• Client Relationships: Develop direct collaborative working relationships with key client stakeholders
• Program Growth: Identify and steward growth opportunities through incremental program proposals and proactive strategy recommendations to client stakeholders
• Creative Briefing and Strategic Stewardship: Develop insightful creative briefs to provide focus and direction to developing creative program assets
• Thought Leadership: Identify and steward adoption of process and practice improvements both internally and among client stakeholders
• Client Business Immersion: Develop a deep understanding of the clients’ category and unique business dynamics within the category
• Consumer Behavior: Develop a deep understanding of consumer behavior from both first-party data sources and analyses as well as third-party research
• Marketing Technologies: Development and implementation of use cases for advanced marketing strategies and technologies (DMP, CDP, Database/CMS, Salesforce Marketing Cloud)
   

Requirements:

• 7-10 years developing B2C marketing programs and campaigns at an agency, consultancy or within a marketing department (as a guide)
• Express complex ideas in conversation, presentation and prose 
• Synthesize qualitative and quantitative analysis from multiple sources to generate meaningful insights
• Develop marketing strategy frameworks and program roadmaps
• Conversant in performance analysis, test design, data actionability and their impact on marketing activation across channels 
• Foster a highly collaborative working environment to generate participation from diverse perspectives
• Highly competent in independent settings with clients (often at the senior level) and able to proactively navigate client organizations to connect the dots and succeed
• Ability to navigate a diverse and matrixed organization and team structure
• Write insightful creative briefs and steward the creative process
• Comfortable operating in an ambiguous and dynamic environment

Desired Experience:

• Familiarity with automotive and related industries, and in particular aftersales automotive marketing (subscription services, vehicle services, loyalty programming)
• Must have experience developing strategies and activations across at least two (and preferably three) of: CRM, owned marketing/ecommerce site or digital marketing/addressable media
• 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.

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or you may call us at +1-617-621-0200.