Senior Experience Strategist
On-siteToronto, Ontario, Canada
Job Summary
Define overarching vision and strategic frameworks for enhancing complex customer interactions across diverse touchpoints. Architect innovative CRM strategies by integrating journey mapping and audience segmentation into critical digital ecosystems, including email, mobile apps, and social media. Lead cross-functional teams to drive optimization of end-to-end customer engagement from acquisition to post-sale. Oversee advanced research and analysis, translating qualitative and quantitative data into executable strategies, detailed personas, and comprehensive customer journey blueprints. Champion data-driven planning by leveraging sophisticated CRM platforms and analytics dashboards to inform critical decision-making and architect robust measurement frameworks. Own strategic deliverables by leading the development of integrated channel plans, complex ecosystem development, and significant new business pitches.
Required Qualifications
- 7+ years of progressive experience in CRM, customer experience strategy, or strategic planning roles
- significant portion of experience gained within a fast-paced, leading agency environment
- Demonstrated success in developing and implementing large-scale, complex omni-channel strategies for major brands
- Deep, comprehensive expertise in digital marketing channels
- Integrated customer engagement strategies
- emerging technologies
- proven ability to leverage technologies for strategic advantage
- Expert-level proficiency and strategic oversight of leading CRM platforms (e.g., Salesforce Marketing Cloud, Adobe Experience Cloud, Braze)
- advanced analytics tools (e.g., Google Analytics 4, Adobe Analytics)
- sophisticated segmentation and personalization methodologies
- Ability to translate technical capabilities into strategic business outcomes
- Exceptional executive-level communication skills
- presentation skills
- negotiation skills
- proven ability to craft highly compelling, data-backed strategic narratives
- inspire senior clients and internal stakeholders
- secure buy-in from senior clients and internal stakeholders
- highly developed capacity for macro-level strategic thinking
- seamlessly connecting CRM, brand strategy, and the end-to-end customer experience into a cohesive and innovative vision
- Ability to anticipate future trends
- drive proactive strategic shifts
- A proven leader and mentor
- thrives in complex, cross-functional team environments
- Ability to effectively guide, influence, and align diverse teams and senior stakeholders towards a unified strategic vision and execution
- Exceptional organizational and strategic project/program management skills
- Proactive in overseeing complex initiatives
- managing multiple high-priority deliverables with meticulous precision
- driving strategic outcomes
- An insatiable curiosity
- relentless drive to push the boundaries of customer experience strategy
- Eager to continuously grow expertise
- foster a culture of innovation
- make a profound, measurable impact on client business
- industry thought leadership
- hyper personalization at scale
- marketing automation
- CRM
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