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About the Role
Drive revenue growth and customer lifetime value for clients by architecting audience and journey strategies, leading web experimentation and CRO programs, and defining CRM strategies. This role involves leading client programs and partnering with growth and pitch teams to win new business.
Responsibilities
- Design holistic, multi-channel customer lifecycle strategies spanning acquisition, onboarding, retention, and win-back.
- Direct data-driven CRO frameworks, establishing hypotheses, test structures, and behavioral analysis to lift digital conversion rates.
- Define comprehensive channel and CRM use case strategies, lifecycle frameworks, and engagement models to maximize customer retention and lifetime value.
- Translate complex behavioral data, audience segmentation, and testing analytics into strategic narratives and actionable client roadmaps.
- Act as the subject matter expert during pitches and business pursuits, articulating CRM and CRO visions.
- Work with technical and analytics SMEs to evaluate, implement, and leverage marketing technology platforms.
- Connect top-of-funnel conversion mechanics with long-term CRM retention pathways to ensure cohesive user experiences.
Requirements
- 7+ years of experience leading CRM, retention marketing, and CRO strategies within a digital agency, consultancy, or high-growth marketing environment.
- Proven track record of developing audience segmentation models, lifecycle mapping, and full-funnel experience strategies that measurably drive conversion rates and Customer Lifetime Value (CLV).
- Salesforce certification.
- Broad working knowledge of enterprise CRM/lifecycle platforms (Salesforce Marketing Cloud, Microsoft Dynamics 365, HubSpot) and testing/analytics tools (Optimizely, VWO, Google Analytics 4, Hotjar).
- Demonstrated experience contributing to new business pursuits, leading client presentations, and packaging strategic services into compelling client proposals.
- Exceptional ability to synthesize quantitative behavioral data and qualitative insights into high-impact visual stories and executive presentations.
- Comfortable collaborating across media, creative, engineering, and data analytics teams.
Skills
- Audience Strategy
- Data-Driven Journey Design
- Conversion Technology
- CRM
- CRO
- Customer Lifetime Value
- Retention Platforms
- Experimentation
- A/B Testing
- Heatmapping
- Funnel Analytics
- Marketing Technology
- Salesforce Marketing Cloud
- Microsoft Dynamics 365
- HubSpot
- Optimizely
- VWO
- Google Analytics 4
- Hotjar
Experience Level
- 7+ years
Education Level
- Bachelor’s degree in Marketing, Business, Analytics, Communications, or equivalent practical experience.