CRM Experience Strategist

We're seeking a passionate CRM Experience Strategist with automotive expertise to craft omni-channel strategies that drive engagement, loyalty, and lifetime value for leading brands. If you thrive at the intersection of customer experience, data, and digital ecosystems, this is your opportunity to make a significant impact.

As a CRM Experience Strategist you will;

• Shape Customer Relationships by being at the forefront of defining and enhancing customer interactions.
• Develop Innovative CRM Strategies by applying core strategy principles including brand strategy, journey mapping, and audience segmentation as well as focus on digital touchpoints such as email, mobile apps, and social media.
• Leverage Automotive Expertise by utilizing your automotive category knowledge to create tailored segmentation and messaging frameworks as well as address key moments like service reminders and upgrade opportunities.
• Collaborate Cross-Functionally by working closely with CX and performance marketing teams to optimize post-sale engagement as well as engage with creative, media, and data teams.
• Conduct Research & Analysis by performing qualitative and quantitative research, attend workshops to gather insights and translate insights into actionable strategies, personas, and journey maps.
• Utilize Tools & Data by leveraging CRM platforms and analytics dashboards to inform your work and assist in measurement planning.
• Contribute to Strategic Deliverables by developing integrated channel plans and ecosystem development, contribute to pitches and help craft compelling brand narratives and thought leadership pieces.

You'll be an integral part of our dynamic Experience Strategy team at VML MAP. Your role will involve close collaboration with diverse internal teams including creative, media, data, CX, and performance marketing specialists to ensure strategic alignment and deliver revolutionary work. You'll also engage directly with clients, using data-driven insights to influence their decisions and build lasting relationships. Our culture values connection, belonging, and the power of differences, fostering an environment where you can thrive. We embrace a hybrid work model, balancing in-office collaboration with remote flexibility.

• Experience:3-5 years in CRM, strategy, or experience planning, with a strong preference for automotive category experience.
• Digital Marketing Acumen:Strong understanding of digital marketing channels and customer engagement strategies.
• Technical Proficiency:Experience with CRM platforms (e.g., Salesforce, Adobe Experience Cloud), analytics tools, and segmentation methodologies.
• Communication & Storytelling:Excellent communication, storytelling, and presentation skills, capable of crafting compelling narratives from insights.
• Strategic Thinking:Ability to understand how CRM fits into broader brand and customer experience strategies.
• Collaborative Spirit:Thrives in cross-functional teams and effectively brings others along in your thinking.
• Organizational Skills:Highly organized, detail-oriented, and proactive in managing multiple projects and deliverables with precision.
• Curiosity & Drive:Eager to grow your expertise, contribute to a culture of innovation, and make a significant impact.

VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM.With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric.Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.

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