Associate Director, Connections Strategy (CRM & Loyalty)
Core
Strategist designing customer acquisition, engagement, retention, and lifetime value systems for brands at the intersection of strategy, data, CRM, and loyalty.
Role type
Associate Director, CRM & Loyalty Strategy
Builds
Customer growth and loyalty strategies, relationship ecosystems, lifecycle strategies, and engagement programs.
Domain
Marketing, Customer Experience, Loyalty, CRM
Deliverable
product features
Required skills
Loyalty strategy, CRM strategy, Lifecycle marketing, Membership strategy, Customer experience strategy, Retention marketing, Relationship marketing, Subscription strategy, Customer growth strategy, Data analytics
Preferred skills
Launching/evolving loyalty programs, Designing customer journeys, Connecting customer data to business growth, Coaching teams, Influencing clients
Technologies
Email, SMS, App, Web, Direct mail
Responsibilities
Develop customer growth and loyalty strategies; Design relationship strategies that drive acquisition, activation, engagement, retention and customer lifetime value; Identify customer behaviors most closely linked to commercial growth; Assess loyalty program performance; Develop recommendations for rewards, recognition, challenges, tiers, membership experiences and value exchanges; Map customer journeys and identify moments where brands can create value; Architect customer relationship ecosystems across owned, addressable and connected experiences; Develop lifecycle strategies that guide how relationships evolve over time; Partner with analytics teams to identify key customer segments, opportunities and growth drivers; Lead integrated planning with creative, experience, media, analytics and technology teams; Serve as a senior strategic advisor to clients.
Seniority
Senior, hands-on IC with leadership responsibilities