Director, CRM Strategy

Job description

CourtAvenue is a company of industry experts accelerating digital transformation for the world’s most ambitious companies. At CourtAvenue, you will be a part of a culture powered by entrepreneurs, technologists, data scientists and the habitually restless dedicated and energized to design products and services that transform businesses while optimizing them for growth. You will have the opportunity to learn and grow within a culture that values innovation while focusing on redesigning the experience between consumer and service (or product) by leveraging a fluid, seamless, and thoroughly transparent engagement. The Director, CRM Strategy is the day-to-day owner of CRM strategy execution on one or more of CourtAvenue's largest accounts, translating the broader program vision — set together across accounts — into activation-ready specifications: audience segmentation, journey logic, suppression rules, and campaign requirements. This is a hands-on role: you'll be building segmentation frameworks and journey maps yourself, not only directing others to build them, while also representing CRM strategy credibly in client meetings. This role requires strong CRM strategy fundamentals — lifecycle segmentation, journey orchestration, and data-informed personalization. Automotive or dealer-network CRM experience (OEM, dealer group, or other distributed-retail model) is preferred given current client needs. ### Responsibilities - Own day-to-day CRM strategy execution for assigned client accounts, translating program-level direction into activation-ready specs: audience segmentation, journey logic, suppression rules, and campaign requirements - Lead the cross-functional journey orchestration pod for each account — coordinating the client experience-journey owner, CRM platform owner, data-requirements owner, channel owners, creative, analytics, and consent/legal — to ship journeys on time and to spec - Build and maintain lifecycle-based audience segmentation frameworks (e.g., acquisition, active, lapsing, lapsed stages) tailored to each client's business model and customer base - Partner with data and analytics teams to define entry, exit, and progression triggers, suppression and prioritization logic, and measurement plans for each journey - Translate strategic recommendations into deliverables that client teams can review, approve, and build against - Provide day-to-day direction and mentorship to other CourtAvenue strategists, platform leads, and campaign managers on the account team - Contribute to new business pitches by developing CRM strategy points of view, proposed team structures, and program roadmaps - Stay current on CRM platform capabilities and personalization/decisioning trends — Salesforce Marketing Cloud and Data Cloud experience preferred — and bring relevant recommendations back to the practice - Develop and refine reusable CRM frameworks and deliverable templates (segmentation models, journey maps, measurement approaches) that can be applied across accounts, not just the account they originated on ### Requirements - Bachelor's degree in marketing, business, or related field; MBA a plus - 8+ years of experience in CRM strategy, lifecycle marketing, or customer journey design — agency-side or in-house - Automotive or dealer-network CRM experience (OEM, dealer group, or similar distributed-retail model) strongly preferred - Hands-on experience with Salesforce Marketing Cloud and/or Data Cloud preferred; comparable platform experience (e.g., Braze, Adobe, Iterable) will be considered - Proven experience building audience segmentation and lifecycle journey frameworks from research through activation - Experience leading or coordinating cross-functional teams (data, platform, creative, analytics, legal/consent) to ship CRM programs - Strong client-facing communication skills, with experience presenting strategy and results directly to client stakeholders - Experience mentoring or directing junior strategists and coordinating with technical/platform teams - Comfortable operating hands-on — building specs, decks, and segmentation logic — while also representing CRM strategy credibly in client and internal meetings ### Work Environment Our organization follows a structured-hybrid work model, where employees work in the office 2-3x’s a week and remotely on Monday and Friday. Candidates for this position will ideally be located near one of our offices: - Chicago, IL - Cincinnati, OH - Los Angeles, CA - Minneapolis, MN - San Diego, CA Candidates located in Dallas, TX, Austin, TX or Bentonville, AR will also be considered.