Senior Strategist (CRM)
WHO WE ARE:
We are RAPP – world leaders in activating growth with precision and empathy at scale.
As a global, next-generation precision marketing agency we leverage data, creativity, technology, and empathy to foster client growth. We champion individuality in the marketing solutions we create, and in our workplace. We fight for solutions that adapt to the individual’s needs, beliefs, behaviors, and aspirations.
We foster an inclusive workplace that emphasizes personal well-being.
HOW WE DO IT:
At RAPP, our fearless superconnectors help to create value from personal brand experiences by focusing on three key areas: connected data, connected content and connected decisioning.
Our data analysts identify who that person is, our strategists understand what they want, and our award-winning technologists and creatives know how to deliver it – ensuring we’re able to activate authentic customer connections for our clients.
Part of Omnicom’s Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, and data and marketing scientists across 15+ global markets.
YOUR RESPONSIBILITIES
(But are not limited to)
1. Strategy & Journey Mapping
- Lead and ensure consistency in data-driven decision making and strategy formulation within the team and across all regional and local market CRM initiatives.
- Formulate CRM strategies and programs and ensure alignment with the business' overall objectives. Identify potential optimizations within the CRM system to ensure best experience is provided via CRM systems.
- Blueprint Development: Design, draft, and maintain Integrated Customer Journey Management (ICJM) blueprints.
- Lifecycle Optimization: Identify key opportunities across the Lead-to-Loyalty funnel to drive conversion, retention, and win-back strategies.
- Personalization Frameworks: Develop dynamic content strategies and segmentation models to deliver hyper-personalized experiences at scale.
2. Technical Consulting & Collaboration
- MarTech Alignment: Work closely with technical leads to ensure strategic requirements are feasible within the Salesforce Marketing Cloud (SFMC) or equivalent stacks.
- Operational Integration: Collaborate with Technical Lead and Developers to oversee the translation of strategy into workflows.
- Producing "Management-Ready" presentations and detailed Business Requirements Documents (BRDs) that the development team can build from.
3. Data-Driven Insights
- Performance Analysis: Monitor key performance indicators (KPIs) and collaborate with data teams to derive actionable insights from campaign results.
- A/B Testing & Optimization: Design robust testing frameworks (subject lines, timing, content, channel mix) to continuously improve journey performance.
4. Stakeholder & Client Management
- Strategic Advisory: Act as a key consultant for client counterparts, providing thought leadership on CRM trends and regional best practices.
- Establish and maintain strong relationships with other team leads.
- Provide hands-on, functional consulting to senior stakeholders through identifying strengths and weaknesses of one-to-one communication programs whilst optimising those programs for performance with your team.
- Coach and guide more junior members of the CRM team by aiding with their duties if required and developing their professional skills.
- Develop, manage, and review annual CRM budgets and present offers to the client. Ensure all CRM programs of work fall within the allocated budget and timeline.
- Monitor and evaluate program performance to optimise ROI and prioritise initiatives. Drive a more thorough understanding of customers through data and adapt to their changing requirements of the brand.
QUALIFICATIONS
- 6–8 years of experience in CRM strategy or customer experience (CX) management. Agency experience, project management experience, or background in high-consideration industries (Automotive, Finance, Luxury) is a plus.
- Platform Knowledge: High-level familiarity with Salesforce Marketing Cloud (SFMC), specifically Journey Builder, Email Studio, and Audience Builder. Familiarity with similar platforms (Marketo, Adobe Experience Cloud, Hubspot etc) are also advantageous
- Soft Skills: Strong "storytelling" ability—the capacity to turn complex data and flowcharts into compelling strategic narratives for senior stakeholders.
- Leadership: Proven ability to mentor junior strategists and foster a collaborative team environment.
- Strong strategy and analytics skills, with an advanced understanding of success metric
- A collaborator comfortable in agile- or sprint-based approaches, willing to work in real time
- An all-around professional with exceptional communication, organizational and time management skills, and the flexibility to adapt quickly to change
SKILLS AND COMPETENCIES
Pleasant personality with a "can-do" attitude and be a good team player. Clear communication skills to make complex technical matters simple when communicating with non-technical stakeholders and client executives.
Lastly, But Importantly…
What we need from you: Jump in. Find problems. Fix them. Build relationships. Imagine new solutions. Invent them. Do whatever it takes to go above and beyond. And stand up for individuality.
What do you need from us? As an inclusive and flexible employer we understand that everyone has unique requirements and needs. So please let us know what we can do to help, should you require adjustments to the process or have specific needs within the role.