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Senior CX/CRM Strategist

3 months ago

Toronto, Ontario, Canada Williamthomasdigital Full time

1:1 Customer Experience Strategist, William Thomas Digital

Recognized as one of Canada's fastest top growing companies and one of the world's fastest growing agencies , William Thomas Digital is building North America's leading personalization agency and CRM consultancy.

Currently, we're seeking a 1:1 Customer Experience Strategist to join our award-winning team. We'd love to hear from you

About William Thomas Digital

Purpose-built to unite Canada's top technologists, strategists and marketing leaders, our goal as an agency is to push marketing technology to its limits to deliver leading, human-first 1:1 experiences that drive business for our clients. We focus on marketing that matters, messages that connect, and a rooting in empathy and innovation.

Though specialized in digital 1:1 (email, mobile push, SMS, web, app, chat, IOT), our wheelhouse spans any initiative whose end-result is a powerful experience rooted in personalization. We are platform agnostic, channel agnostic, and proud to support some of North America's biggest and best-loved brands.

At our core, we're an agency for people who believe in better, who live by their values, and who don't mind winning a bunch of awards. We think you'd be a great fit.

About the 1:1 Customer Experience Strategist Role

We are seeking a 1:1 Customer Experience Strategist to join our mission. Reporting to the VP, Strategy + Experience and working closely with our cross-functional teams, you'll use your strategic skills, data know-how and CRM expertise to uncover new and better ways for our diverse portfolio of clients to connect with and delight their customers across 1:1 and CRM initiatives and lifecycle programming.

You will lead or support a variety of projects and programs, going deep to understand the market, the customer, the vertical, the brand, and their points of intersection before synthesizing your customer-first recommendations: Within 1:1 or data-driven channels, how can we best attract, engage, build trust, build loyalty – and help the buyer buy?

You will confidently translate strategic insights, pillars and recommendations into briefs and technical requests that inspire big thinking while supporting implementation-to-spec.

And on the other side, you will use your analytical skills to bring clarity to program performance, helping uncover what has worked, with whom, and how we can do better.

Experience we'd like to see:

  • 3-7 years developing or supporting 1:1 strategies with a CX or human-first focus, and proven results
  • 3-7 years within or supporting Email Marketing, Digital Messaging or CRM programs and initiatives
  • Experience using one or more analytics platforms such as Google Analytics or Adobe Analytics
  • Experience analyzing data, with prior experience on Power BI, Tableau or Datorama preferred
  • Agency experience preferred

What you will do:

  • Act as an advocate for optimal 1:1 strategies and customer experiences
  • Leverage your digital messaging expertise to support some of North America's most innovative companies
  • Facilitate client discovery and lead stakeholder interviews to clarify business objectives and determine the scope of the opportunity
  • Translate business and marketing objectives into KPI frameworks capable of evaluating performance with precision
  • Employ a range of second and third-party research tools and tactics to discover or bolster customer insights and opportunities
  • Explore and analyze quantitative research and data sets, occasionally working with a data scientist, to evaluate performance, surface key learnings, and / or develop actionable hypotheses
  • Synthesize and develop strategic recommendations to build, optimize or extend our clients' 1:1 marketing ecosystems; distill enterprise-scale client challenges into actionable strategies and solutions
  • Lead 1:1 journey design (user flows), translating content, data and personalization strategies into an experience blueprint that can then be picked up by a technologist or solution consultant for build
  • Confidently prepare presentations and materials which articulate William Thomas Digital's client solutions and strategies; Credibly and capably communicate, present and influence all levels of the client organization
  • Capably develop a working understanding of the experience opportunities available through Salesforce Marketing Cloud, Oracle Responsys, and / or other leading Marketing Technology platforms.

The successful person will:

  • Be a resourceful problem solver
  • Be "experience obsessed"
  • Love the rapid pace of an agency environment
  • Proactively learn about our clients' business and customers
  • Be driven to deliver great work as part of a supportive, engaged team

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). We will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

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