CRM Specialist – Strategy, Customer Journey

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Facilitate and support the discovery of customer journeys through workshops and interviews with clients and internal teams.

• Develop current-state and future-state customer journey maps.

• Identify areas of friction, moments of drop-off, and opportunities that may have been overlooked.

• Convert insights into prioritized, measurable recommendations accompanied by business cases.

• Analyze CRM data to validate hypotheses, assess audience sizes, and troubleshoot performance issues.

• Evaluate the health of CRM data and data models, recommending practical improvements.

• Establish audience segmentation strategies and frameworks for personalization.

• Transform journey strategies into requirements that are ready for implementation.

• Configure, build, or modify CRM journeys, segments, and campaigns.

• Collaborate with CRM specialists and developers to review build logic, criteria for entry/exit, and decision-making processes.

• Define key performance indicators (KPIs) and measurement plans, analyze performance metrics, and design A/B, holdout, and multivariate tests.

• Present insights and recommendations to both internal teams and client stakeholders.

• Suggest solutions for architecture-level or cross-team challenges.

• Document journey maps, data insights, and recommendations.

• Experiment with AI tools, document findings, and share relevant use cases.

⛳️ Requirements

• Proven experience in customer journey mapping or customer experience projects, from discovery to recommendations.

• Hands-on experience with at least one of the following: Salesforce Marketing Cloud, Adobe Campaign / Adobe Journey Optimizer, or Microsoft Dynamics 365, along with familiarity in at least one other.

• Proficiency in accessing, querying, and interpreting CRM data independently using SQL, data extensions, Adobe workflows and queries, Advanced Find, FetchXML, or views.

• Strong understanding of lifecycle marketing.

• Ability to convert strategies into implementation requirements and build or modify journeys and segments.

• Comfortable with data analysis and measurement, including defining KPIs, interpreting performance trends, and designing tests.

• Excellent facilitation, storytelling, and presentation skills.

• Strong written and verbal communication abilities.

• Bachelor’s degree in Marketing, Information Systems, Business, Computer Science, or a related field, or 4 additional years of equivalent professional experience.

• 3 to 5 years of experience in CRM, lifecycle marketing, or customer experience.

• Practical experience with an enterprise CRM or marketing automation platform.

• Exposure to journey strategy or customer experience initiatives.

• Capability to utilize AI tools as part of the role.

• Must reside in the United States or Canada.

• Visa sponsorship is not available.

🏝️ Benefits

• Fully remote work options across the U.S. & Canada.

• Monthly work-from-home stipend.

• Summer Fridays.

• Unlimited paid time off (U.S.).

• Competitive vacation policy (Canada).

• Options for parental and family leave.

• Comprehensive health benefits.

• Support for mental health.

• Company-covered disability and life insurance.

• Employer contributions towards retirement: 401(k) in the U.S. and RRSP matching in Canada.

• Quarterly performance evaluations.

• Opportunities for career advancement.