CRM Strategist

We are CRM specialists, creating one-to-one experiences across the customer journey. We do this by leveraging human insights, the best data, relentless creativity, and the most powerful technology available.

We're subject matter experts in three key areas:

Strategy & Insights

• Strategic visioning and planning
• Positioning, branding and messaging strategy
• Acquisition, retention and loyalty strategy
• Copy testing, benchmarking and brand tracking
• Customer journeys and experience mapping

Creativity & Content

• Insight-based creative briefs
• Full, multi-channel campaign development
• Integrated content development
• CRM and targeted communications
• Social media and community activation and management

Data Intelligence

• Customer, competitive and market insights
• Primary, secondary, quantitative, qualitative and ethnographic research
• Database segmentation and cluster analysis
• Digital technology and marketing strategy
• Online customer experience / mapping and information architecture

We are an agency filled with people that are Committed, Creative, Curious and Collaborative!

We are seeking a strategist: someone who is both creative and analytical, with a passion for digital media, marketing, retail e-commerce and CRM. You should understand the business needs of our clients and their customers, the creative ways we tell their stories, and how to connect it all via smart and innovative digital thinking. You should be equally comfortable building a plan and presentation, as you would be dissecting metrics and defining benchmarks. And you should feel at ease with clients, creatives, account people, producers, developers, and everyone in between.

We want someone who is inspired when presented with a challenge, and confident in sharing their ideas and opinions. You should be that person who is one step ahead of digital and social trends, and an early adopter of new platforms. Someone who loves great content, is immersed in popular culture, and is both personally and professionally curious about new industries, topics and ideas. You are inspired to make a difference, motivated to do good work, and always ready to roll up your sleeves to help produce work for our clients.

Ways of Working

This role is expected to operate with a high degree of independence. The CRM Strategist should independently resolve routine executional and program-management decisions while escalating decisions that materially affect CRM strategy, prioritization, customer experience or business outcomes.

The individual should be comfortable receiving strategic direction and desired outcomes from CRM leadership and determining how to move the work forward across the appropriate teams, processes and dependencies.

• Own day-to-day management of assigned CRM initiatives, translating strategic direction into clear execution plans and independently driving work through completion.
• Manage existing CRM journeys and campaigns, including ongoing maintenance, performance reviews, and optimization opportunities.
• Support implementation of new CRM strategies, journeys and capabilities, coordinating requirements, creative, audience setup, QA, launch readiness and post-launch follow-through.
• Execute against the CRM experimentation and optimization roadmap, coordinating test setup, creative and copy requirements, execution, measurement and recommended next steps.
• Manage creative and content development across CRM channels, including developing creative briefs, coordinating copy changes, identifying assets and partnering with Creative teams.
• Partner cross-functionally with Product, Engineering, CRM Operations, Analytics and Creative teams to translate CRM business needs into clear requirements and drive work through completion.
• Develop and maintain BRDs, business requirements, journey documentation and other source-of-truth materials for assigned CRM initiatives and capabilities.
• Coordinate analytics requests and dependencies, including submitting requests, managing follow-ups and translating results into actionable recommendations.
• Manage campaign and partner intake, assessing requirements, coordinating dependencies and managing requests against established CRM priorities and capacity.
• Monitor campaign and channel health, including email deliverability and key CRM performance metrics; proactively identify issues, trends and optimization opportunities.
• Own operational working sessions for assigned initiatives, documenting decisions, actions, dependencies and follow-ups and ensuring workstreams continue progressing.
• Prepare project and performance updates for CRM leadership, clearly communicating progress, risks, dependencies, decisions required and recommended next steps.
• Independently manage workload and capacity across assigned priorities, proactively identifying competing priorities and escalating tradeoffs when necessary.
• Serve as a CRM subject-matter expert and contribute recommendations based on marketing best practices, campaign performance and emerging CRM capabilities.
• Become familiar with -- and support -- client’s company culture, policies, procedures, mission, values and standards

• 5+ years of experience in advertising/marketing with some experience on CRM and retail e-commerce
• Strong written and verbal communication skills, including experience communicating recommendations, risks and progress to senior stakeholders.
• Strong project and program management skills, with demonstrated ability to independently manage multiple concurrent workstreams.
• Experience partnering cross-functionally with Analytics, Product, Engineering, Operations and Creative teams.
• Experience in a client-facing role developing strategy and guiding implementation of marketing lifecycle campaigns
• Strong understanding of customer lifecycle marketing, segmentation, targeting, experimentation and campaign measurement.
• Familiar with marketing automation platforms an asset (e.g., Salesforce Marketing Cloud, Adobe, Oracle Marketing Cloud, Eloqua, Marketo, Braze etc.)

Salary

Transparency matters to us. The salary range for this position is CAD $70,000 - CAD $80,000 per year. Actual compensation within this range will be based on a variety of factors, including relevant experience, knowledge, skills, and applicable certifications. This range reflects what we reasonably expect to offer based on current market data.

AI Use

We use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications or analyzing resumes. These tools assist our recruitment team but never replace human decision-making. We believe in a human-first approach, where your experience and potential are recognized by people.

Publicis Canada is committed to building a diverse workforce representative of our community. We encourage and are pleased to consider all qualified candidates, without regard to race, colour, citizenship, religion, sex, marital / family status, sexual orientation, gender identity, aboriginal status, age, disability or persons who may require an accommodation, to apply. If you require a specific accommodation please contact Human Resources.