CRM Strategist

4 days ago

Toronto, Canada T&Pm Full time

T&Pm is one of the world’s leading full service creative and media agencies, connecting talent and tech to drive growth for brands. Formed by the integration of The&Partnership and mSix&Partners, it brings together content and distribution into a single, holistic end-to-end marketing solution. Backed by WPP and GroupM and combined with the agility of an entrepreneurial Partner-led mindset, the multi-discipline agency spans four continents with 45 offices and over $1.25 billion dollars in billings globally. As an early adopter with the first ever AI-generated TV ad for Lexus in 2018, T&Pm is focused on harnessing AI across all its outputs with its 1,900 people already trained on WPP’s proprietary AI platform Creative Studio, to deliver enhanced outcomes for clients.

We believe in The Power of &, connecting talent & tech to fuel brand growth. Our teams blend creative, media, experience and technology specialists from across our marketing practices. The performance mindset of these teams optimises to business outcomes in every channel, fuelled by the latest innovations in AI.

Ultimately of course, we are our people. They’re the most important part of our business, so we want to make a lasting impression on them in the same way they do on us, by striving to become the most important place in their careers.

That’s why we do our best to build strong communities around them; provide the best possible opportunities for them to develop & grow; and empower them to make a difference to their clients and the world at large. Our strengths often lie in our differences, so we challenge and champion each other and our clients, to be the very best we can be.

About the Role:

Are you a CRM strategist with a passion for crafting data-driven strategies that transform customer experiences? We're seeking a highly experienced CRM Strategist to lead the development and execution of cutting-edge CRM solutions for a high-profile client. As a trusted client advisor and strategic partner, you'll leverage your deep understanding of CRM principles, Salesforce expertise, and analytical acumen to drive measurable business impact. You'll be responsible for crafting and implementing customer journeys, testing & optimising communications, and uncovering actionable insights to elevate the customer experience and ultimately fuel sales conversion. This is an opportunity to shape the future of customer engagement and make a real difference for our clients.

Who You Are:

You're a seasoned strategist with a proven track record of success in CRM. You’re a deeply specialized CRM ninja within an agency environment (7+ years). You possess a rare blend of strategic vision, analytical acumen, and collaborative spirit. You thrive in a fast-paced environment and are energized by the challenge of solving complex business problems. You're known for building deep, lasting relationships with clients, earning their trust and becoming a valued partner.

Specifically, you bring:

  • Deep CRM Expertise: A strong understanding (7+ years) of CRM planning principles, frameworks, and best practices, coupled with hands-on experience in Salesforce Marketing/Sales Cloud.
  • Data-Driven Mindset: A passion for leveraging data to uncover insights, optimize campaigns, and drive strategic decision-making. You're comfortable working with CRM and data platforms, and can translate complex data into compelling narratives.
  • Customer Journey Architect: Proven ability to design, implement, and optimize multi-channel customer journeys, incorporating data segmentation, content mapping, and personalized behavioral triggers.
  • Strategic Vision: You see the bigger picture and can anticipate client needs, challenges, and opportunities. You proactively identify areas for improvement and develop innovative solutions to address them.
  • Exceptional Communication: Excellent written and verbal communication skills, with the ability to simplify complex concepts and present data-driven insights to senior stakeholders.
  • Collaborative Leader: A natural collaborator who thrives in a team environment and values input from diverse perspectives. You can effectively partner with cross-functional teams and external stakeholders to achieve shared goals.
  • Forward-Thinking Digital Strategist: You possess a strong understanding of the digital marketing landscape and are actively exploring the potential of emerging technologies like AI and marketing automation platforms beyond Salesforce Marketing Cloud. You're committed to applying this knowledge to develop innovative solutions for our clients, as evidenced by your ongoing pursuit of relevant certifications.
  • Client Relationship Expert: You excel at building rapport and trust with senior-level stakeholders, acting as a trusted advisor and strategic partner.

Key Responsibilities:

  • Strategic CRM Planning: Develop and implement data-driven CRM strategies for high-profile clients, ensuring alignment with business objectives and customer needs.
  • Customer Journey Mapping: Design and optimize multi-channel customer journeys, incorporating data segmentation, personalized content, and behavioural triggers within Salesforce Marketing Cloud.
  • Campaign Optimization: Oversee campaign performance, conduct A/B testing, and develop annual testing plans to continuously improve results.
  • Data Analysis & Insights: Analyze campaign data, generate actionable insights, and present findings to clients and internal teams.
  • Cross-Functional Collaboration: Partner with cross-agency teams and stakeholders to ensure seamless execution of CRM initiatives.
  • Client Relationship Management: Build and maintain strong relationships with senior-level client stakeholders, acting as a trusted advisor and CRM strategic partner.
  • Thought Leadership: Stay abreast of industry trends and best practices, sharing knowledge and insights with clients and internal teams.

This is an exciting opportunity for an entrepreneurial CRM strategist to build something truly special. You'll be instrumental in establishing a new CRM discipline within our agency, influencing how we work and driving significant growth. With the chance to expand your remit across existing clients and contribute to new business development, you'll have a direct impact on our success. If you're ready to take ownership and shape the future of CRM, we encourage you to apply.

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