CRM & Loyalty Strategy Director: Growth Architect

Digital Agency Jobs; San Francisco (CA); Hybrid; USD 125,000 - 181,000; Full time

Job summary

AKQA Australia is seeking a Strategy Director, CRM and Loyalty to lead and grow CRM, loyalty and customer data strategy offerings. You will advise senior client leaders, shape customer value propositions and create programmes that strengthen relationships and commercial performance.

Beyond client work, you will shape the future of our CRM and loyalty capability, develop new methods, guide quality, grow our people and convert opportunities into commercially viable solutions.

Qualifications

• Extensive experience leading CRM, loyalty or customer growth strategy in an agency, consultancy or in-house environment.
• Deep expertise in loyalty programme design, CRM, lifecycle strategy, personalisation and measurement.
• Commercially minded, with the ability to connect customer value to business performance.
• Clear and compelling when presenting complex ideas to senior audiences.
• Curious about emerging technology, platforms and the responsible use of AI.
• Collaborative, generous and committed to developing others.
• Rigorous in thinking, practical in execution and attentive to craft.
• Experience with a major CRM or marketing automation platform, with Braze experience highly regarded

Responsibilities

• Lead complex CRM, loyalty and customer growth engagements from strategy through to implementation.
• Design customer value propositions, loyalty programmes, lifecycle journeys and transformation roadmaps.
• Turn customer insight and behavioural data into clear strategies and measurable commercial outcomes.
• Define approaches to segmentation, personalisation, measurement and test-and-learn.
• Advise clients on first-party data, consent, governance and activation.
• Guide CRM, loyalty, customer data and marketing automation platform strategy, working with specialists to turn strategic ambition into implementable solutions.
• Bring together multidisciplinary teams to create coherent, executable solutions.
• Influence senior marketing, customer, digital, data and technology stakeholders.
• Identify opportunities to grow client relationships, shape commercially viable proposals and lead or contribute to pitches.
• Mentor strategists and build capability across the wider team

Skills

CRM strategy

Loyalty design

Lifecycle strategy

Personalisation

Data governance

Test-and-learn

Stakeholder management

Leadership

Marketing automation

Braze

Tools

Braze

Job description

AKQA Australia is seeking a Strategy Director, CRM and Loyalty to lead and grow CRM, loyalty and customer data strategy offerings. You will advise senior client leaders, shape customer value propositions and create programmes that strengthen relationships and commercial performance.

Beyond client work, you will shape the future of our CRM and loyalty capability, develop new methods, guide quality, grow our people and convert opportunities into commercially viable solutions.