Director, CRM Strategy

Responsibilities

• Own day-to-day CRM strategy execution for assigned client accounts, translating program-level direction into activation-ready specs: audience segmentation, journey logic, suppression rules, and campaign requirements
• Lead the cross-functional journey orchestration pod for each account — coordinating the client experience-journey owner, CRM platform owner, data-requirements owner, channel owners, creative, analytics, and consent/legal — to ship journeys on time and to spec
• Build and maintain lifecycle-based audience segmentation frameworks (e.g., acquisition, active, lapsing, lapsed stages) tailored to each client's business model and customer base
• Partner with data and analytics teams to define entry, exit, and progression triggers, suppression and prioritization logic, and measurement plans for each journey
• Translate strategic recommendations into deliverables that client teams can review, approve, and build against
• Provide day-to-day direction and mentorship to other CourtAvenue strategists, platform leads, and campaign managers on the account team
• Contribute to new business pitches by developing CRM strategy points of view, proposed team structures, and program roadmaps
• Stay current on CRM platform capabilities and personalization/decisioning trends — Salesforce Marketing Cloud and Data Cloud experience preferred — and bring relevant recommendations back to the practice
• Develop and refine reusable CRM frameworks and deliverable templates (segmentation models, journey maps, measurement approaches) that can be applied across accounts, not just the account they originated on

Requirements

• Bachelor's degree in marketing, business, or related field; MBA a plus
• 8+ years of experience in CRM strategy, lifecycle marketing, or customer journey design — agency-side or in-house
• Automotive or dealer-network CRM experience (OEM, dealer group, or similar distributed-retail model) strongly preferred
• Hands-on experience with Salesforce Marketing Cloud and/or Data Cloud preferred; comparable platform experience (e.g., Braze, Adobe, Iterable) will be considered
• Proven experience building audience segmentation and lifecycle journey frameworks from research through activation
• Experience leading or coordinating cross-functional teams (data, platform, creative, analytics, legal/consent) to ship CRM programs
• Strong client-facing communication skills, with experience presenting strategy and results directly to client stakeholders
• Experience mentoring or directing junior strategists and coordinating with technical/platform teams
• Comfortable operating hands-on — building specs, decks, and segmentation logic — while also representing CRM strategy credibly in client and internal meetings

Work Environment

Additional information