CRM Strategy Director

JAM CRM; Toronto; Hybrid; CAD 140,000 - 170,000; Full time

Job summary

JAM CRM in Toronto is seeking a CRM Strategy Director to lead high-impact, data-driven CRM strategies and campaigns for major clients. You will bridge data with customer experience, guiding strategy with the account team and mentoring a cross-functional group of strategists and CX specialists.

The role is hybrid; you will work from our Toronto office three days a week, shaping omnichannel journeys, personalization frameworks, and proposals while contributing to new business and thought

Qualifications

• 7 to 10+ years in a strategic CRM role.
• Experience leading cross-functional teams in a consulting or agency setting.
• Ability to translate data into actionable CRM strategies and campaigns.

Responsibilities

• Own and articulate client CRM strategy and integrated campaigns.
• Lead discovery, growth initiatives, and innovation for clients.
• Develop CRM roadmaps, omnichannel journeys, and personalization frameworks.
• Guide storytelling, proposals, and awards strategy to elevate client brands.
• Collaborate with account teams to align client strategy and creative output.
• Mentor a multidisciplinary team of strategists, data specialists, analysts, and CX experts.

Skills

CRM strategy

Stakeholder management

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree in Marketing/Business/Related field

Tools

Salesforce

Adobe

Job description

We are JAM CRM, an award-winning, game-changing, forward-thinking, CRM agency tucked away in trendy Liberty Village. We’re looking for a CRM Strategy Director to join our team of over 150 1:1 communication experts who are dedicated to creating incredible work, making our clients proud, and smashing personal and professional goals along the way. With our creativity, outstanding culture, and cool technology we may just be the best kept marketing secret in Canada.

The CRM Strategy Director leads high-impact, data-driven CRM strategies and campaigns that deliver measurable client results. Reporting to the EVP, Client Service and Growth, they work across multiple key clients to bridge data with customer experience, in partnership with the account team. They act as a connector of ideas, people, data, and opportunity – with an appetite for innovation and a passion for collaborative leadership.

Responsibilities

• Own and articulate key client’s strategic vision, and lead integrated campaign strategy, aligning with business goals and customer lifecycles, in partnership with the account team.
• Lead strategic discovery, organic growth initiatives, and innovation opportunities for existing and prospective clients
• Develop CRM transformation roadmaps, omnichannel journeys, strategic tools/processes, and personalization frameworks that drive performance
• Play an active role in both consulting engagements and campaign execution, ensuring excellence at every touchpoint. Platform fluency required: Salesforce, Adobe, and others
• Identify and capitalize on opportunities to expand client relationships through strategic insight, business impact, and thought leadership
• Guide the key client’s storytelling, case study development, and awards strategy to elevate brand presence and recognition
• Own the brief development process and ensure alignment between client strategy and creative output

Data-Driven Insights

• Convert first- and zero-party data, audience research, and campaign performance into actionable insights, strategies, journey maps, personas, and briefs
• Champion the application of data science, MarTech platforms, and segmentation strategies to drive business growth and audience engagement
• Partner with digital leadership to continually evolve data services, delivery standards, and value propositions
• Advance the analytics and reporting discipline to align with client strategies, optimize performance, and enable test-and-learn opportunities

Cross-Functional Collaboration and Leadership

• Collaborate with creative, technology, and client leads to unite data, technology, and storytelling into cohesive, compelling experiences
• Align strategic efforts across departments to ensure cohesion and innovation
• Inspire and mentor a multidisciplinary team of strategists, data specialists, analysts, and CX specialists
• Drive strategic consistency, best practices, and forward-thinking ideas across all client work

New Business & Thought Leadership

• Contribute to agency revenue growth through strategic leadership in new business pursuits, leveraging both industry relationships and agency reputation
• Lead the strategic development of proposals, pitch narratives, RFP responses, and new offerings

Desired Skills & Experience

• 7 to 10+ years in a strategic role in a CRM agency or consulting setting, and working in cross-functional teams on complex enterprise-level projects.

This is a hybrid role and employees are expected to work from our Toronto office three days per week.

JAM CRM is an equal opportunity employer committed to creating and maintaining an inclusive and accessible workplace. If you need assistance or require any accommodations during the interview process, please let us know at [e-mail].