CRM Strategy Director

About Ogilvy

Ogilvy was founded in 1948 by David Ogilvy. David created a culture that deeply respects and cares about its people and clients. Our mission is to inspire people and brands to make an impact and we are committed to attracting, growing, and retaining the best talent in the industry. 

About the Role  

As a CRM Strategy Director, you will champion CRM strategies within the agency and with clients, emphasizing how CRM drives brand building, business expansion, and creative inspiration. You'll integrate strategy, technology, and multi-channel execution to create personalized customer experiences that yield tangible results. This internal team and client-facing role demands leading discussions, offering insightful recommendations, and aligning CRM efforts with brand and business goals.

What You’ll Do 

• Strategic Vision: Lead CRM dialogues with internal teams and clients, demonstrating how CRM strategies enhance brand equity, drive revenue growth, and fuel creative campaigns. Craft and execute CRM strategies that align with overarching marketing objectives.


• Omni-Channel Mastery: Develop and refine omni-channel CRM initiatives, ensuring seamless integration across channels like email, social, mobile, web, and offline interactions for unified customer journeys.


• Martech Integration Strategy: Apply basic to intermediate martech knowledge to activate CRM recommendations, utilizing tools for automation, personalization, and program execution.


• Platform Knowledge: Possess functional knowledge of key CRM platforms (e.g., Salesforce, HubSpot, Adobe Experience Cloud) and their capabilities to tailor solutions for client requirements.


• Technical Journeys: Design CRM consumer personas journeys, mapping out data flows, touchpoints, and automations to optimize customer experiences.


• Data Management: Oversee data transfers from media platforms (e.g., Google Ads, Meta) and analytics tools (e.g., Google Analytics, Adobe Analytics) into CRM systems, maintaining data integrity, compliance, and usability for targeted strategies.


• Client Leadership: Facilitate client workshops, meetings, and presentations as needed, confidently providing recommendations that address challenges and advance brand and business objectives.


• Collaborative Innovation: Work alongside creative, digital, media, and analytics teams to leverage CRM insights for groundbreaking creative work, promoting a data-centric culture.


• Performance Optimization: Monitor CRM program success via key metrics such as retention rates, customer lifetime value, and engagement, iterating strategies for continuous improvement.


• Trend Forecasting: Keep abreast of evolving CRM trends, martech advancements, and industry best practices to innovate and enhance our agency's CRM offerings.

What You’ll Need  

• Experience: 5+ years in CRM strategy, ideally in a marketing agency or client-side environment, with a track record of leading CRM programs that support brand and business growth. Leadership or director-level experience is preferred.


• Education: Bachelor's degree in Marketing, Business, Data Science, or related field; relevant certifications (e.g., Salesforce Certified Marketing Cloud Specialist) are a strong advantage.


• Technical Proficiency:


• Strategic Insight: Skill in linking CRM to business outcomes like brand loyalty, growth, and creative ideation.


• Communication Prowess: Adept at leading discussions, presenting strategies, and influencing stakeholders with a consultative, client-focused mindset.


• Analytical Abilities: Experienced in data-driven decision-making, including audience segmentation, testing, and ROI analysis.


• Personal Attributes: Team-oriented with creative energy, excellent problem-solving skills, and adaptability in a fast-evolving industry.

How We’ll Support You 

Ogilvy celebrates its people. Fully. Enthusiastically. Unhesitatingly. We’ll empower you with the tools you’ll need to succeed. We’ll give you the autonomy to seek out new paths and better ways of doing things. We’ll support you with colleagues who are experts in their disciplines, drawn from across the Ogilvy network. And we’ll provide opportunities for you to do work of which you’ll be proud, with people you’ll be proud to call your teammates.