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CRM Strategist/Planner

2 months ago

gurgaon, India Publicis Groupe Full time
Job Title: CRM Strategist (Lead)
Company Overview:
Digitas is the marketing & technology services brand from the Publicis Groupe.
One key line of business for us is CRM. We provide services across different Martech platforms and help brands with consultancy, implementation, and managed services support along with loyalty solutions. We serve clients across various industries in India and abroad. We are committed to delivering innovative CRM strategies that drive customer engagement, retention, and loyalty.
Look us up:
Overview:
We are seeking a talented CRM Strategist (Lead Position) to join our team and drive CRM thinking for us. The ideal candidate will have a strong understanding of customer relationship management principles, combined with hands-on expertise in Martech solutions and loyalty program management.
Key Responsibilities:
This role plays an important role in helping clients understand the breadth and depth of opportunity in thinking about CRM across the entire consumer journey.
As a CRM Strategist, this position will play a lead role in developing innovative, data-driven, multi-dimensional strategies and tactics to improve customer and business outcomes for strategic CRM client engagements, and an implementation lead role in helping bring those strategies to life.
Develop and implement CRM strategies customised for the Indian & International markets, aligning with clients' business objectives and target audience.
Collaborate with cross-functional teams to design and execute integrated Mar-tech solutions that enhance customer engagement and drive business growth.
Conduct market research and analysis to identify trends, opportunities, and challenges in the Indian & International CRM landscape.
Provide strategic guidance and recommendations to clients on CRM best practices, including segmentation, personalisation, and omni-channel communication strategies.
Oversee the implementation of CRM platforms and tools, ensuring seamless integration with existing systems and processes.
Monitor and analyse key performance metrics to measure the effectiveness of CRM initiatives and optimise strategies for continuous improvement.
Lead loyalty program development and management, including program design, member acquisition, rewards optimisation, and retention strategies.
Lead pitches.
Stay updated on industry developments, emerging technologies, and competitive trends to maintain a competitive edge in the market.
Primary responsibilities include problem identification, collaborating with the data/analytics team on a variety of tasks, defining cross-channel / cross-platform solutions, contributing to opportunity sizing and business case development, articulating business and functional requirements, engaging in strategic storytelling to align and inspire a wide range of internal and external stakeholders, leveraging performance metrics to inform future roadmap items and optimisations, and both identifying and pursuing mutual growth opportunities for our clients. From an execution perspective, this position needs to play a proactive role in identifying tasks and work plans, negotiating project scope, identifying and mitigating risk, managing client expectations, and ensuring alignment between requirements and downstream deliverables.
This is a client facing role.
Qualifications:
Bachelor’s degree in marketing, Business Administration, or related field. Master's degree preferred.
10+ years of work experience and min. 4 years of experience as a role of planner or CRM strategist is mandatory.
Proven experience in CRM strategy development, Mar-tech consultancy, or related roles, preferably in the Indian market.
Strong analytical skills and ability to interpret data to drive insights and decision-making.
Excellent communication and presentation skills, with the ability to effectively convey complex concepts to clients and stakeholders.
Experience or exposure with CRM platforms such as Salesforce, Adobe, SAP Hybrid/Emarsys, and Microsoft Dynamics or new-age tools like Mo-engage, Web-engage, and Clevertap is desirable.
Knowledge of loyalty program management principles and practices is a plus.
Strong creative sensibilities and an aptitude to always look at Marcomm through the eyes of the customer.
Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously.
Location:
This position is based in Gurgaon, India.