CRM Specialist - Strategy & Customer Journey

Level Agency; United States; Remoto; CAD 90.000 - 110.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote across the U.S. & Canada

Monthly WFH stipend

Summer Fridays

Generous time off

Descrizione del lavoro

Level Agency is seeking a CRM Specialist - Strategy & Customer Journey to map journeys, identify friction, and translate insights into actionable recommendations. You will work with Salesforce Marketing Cloud, Adobe Campaign, and Microsoft Dynamics 365 to size opportunities and validate hypotheses directly in the CRM.

This full-time, fully remote role supports US & Canada clients from Level's Martech & Analytics team, collaborating with stakeholders, running workshops, and delivering measurable

Competenze

• Experience contributing to customer journey mapping or customer experience work from discovery through recommendations.
• Hands-on experience in at least one CRM platform (SFMC, Adobe Campaign, or Dynamics) with familiarity in another.
• Ability to query and interpret CRM data (SQL, data extensions, workflows) to answer business questions without a dedicated analyst.
• Strong lifecycle marketing understanding and ability to articulate journey design decisions.
• Ability to translate strategy into clear implementation requirements and build journeys/segments as needed.
• Experience with defining KPIs, measuring performance, and designing tests.

Mansioni

• Support and facilitate customer journey discovery with clients and internal teams.
• Build current-state and future-state journey maps that connect needs, touchpoints, data, and objectives.
• Identify friction points and translate them into prioritized, measurable recommendations.
• Independently query CRM data in SFMC/Adobe Campaign/Dynamics to validate hypotheses and size audiences.
• Assess CRM data health and propose fixes to improve personalization and measurement.
• Define audience segmentation strategies and personalization frameworks.
• Translate strategy into implementation-ready requirements and adjust journeys when needed.
• Collaborate with other CRM specialists and developers to ensure builds match desired experiences.

Conoscenze

Journey mapping experience

CRM data querying

CRM platforms familiarity

Lifecycle marketing understanding

Strategy to implementation

KPIs & testing

Communication & presentation

Formazione

Bachelor’s degree in Marketing/IS/Business/CS

Strumenti

Salesforce Marketing Cloud

Adobe Campaign

Microsoft Dynamics 365

SQL

Descrizione del lavoro

This job posting is available in English and Canadian French. Please scroll down for the French version.

Cette offre d’emploi est disponible en anglais et en français (Canada). Veuillez faire défiler pour la version française.

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Remote - U.S. & Canada Only | Full-Time

Compensation:

• $100K USD (U.S.-based candidates)
• $100K CAD (Canada-based candidates)

The CRM Specialist - Strategy & Customer Journey is a CRM specialist with a strategic, customer-experience lens who helps Level's clients understand how their customers move through the lifecycle, where that experience breaks down, and what to do about it. This is not a pure strategy role, and it is not a pure build role: we are looking for someone who can map a customer journey with stakeholders in the morning and query the CRM to validate their hypothesis in the afternoon, without waiting on a data analyst or engineer.

About Level

Level Agency is an AI-powered performance marketing agency built for brands ready to shatter yesterday’s wins.

We help complex, high-consideration brands outperform their last result using AI, data science, creativity, and relentless iteration.

We specialize in markets where the stakes are high and the journeys are complex — education, B2B technology, financial services, healthcare, CPG, ecommerce, and more. Our work spans the full performance ecosystem: media planning & buying, performance creative, SEO & AI search, CRM & automation, and advanced analytics.

In 2025, Level acquired BAM Strategy — expanding our capabilities into digital experience, CRM strategy, personalization, and loyalty. The result is a fully integrated growth engine that connects acquisition to retention, media to lifecycle, and performance to long-term customer value.

Today, our 250-person team operates fully remote across the U.S. and Canada, supporting 150+ ambitious brands.

Your Role (and Impact)

Sitting within Level's Martech & Analytics team, this person helps run journey discovery and mapping, identifies friction points and missed opportunities across touchpoints, and turns those insights into prioritized recommendations. They are fluent enough in Salesforce Marketing Cloud, Adobe Campaign, and Microsoft Dynamics 365 to explore customer data directly, size an opportunity, and build or adjust the journeys and segments that bring their recommendations to life. The ideal candidate is a curious, proactive specialist who connects the "why" of the customer experience to the "how" of the platform.

• Support and help facilitate customer journey discovery with clients and internal teams, including workshops and interviews to understand customer goals, behaviors, and pain points across the lifecycle (acquisition, onboarding, engagement, retention, win-back)
• Build current-state and future-state customer journey maps that connect customer needs, touchpoints, channels, data, and business objectives
• Identify friction points, drop-off moments, and missed opportunities in the customer journey, and translate them into prioritized, measurable recommendations with a clear business case
• Independently explore and query CRM data in Salesforce Marketing Cloud, Adobe Campaign, and/or Microsoft Dynamics 365 (e.g., SQL query activities, data extensions, workflows, Advanced Find, FetchXML, views and reports) to validate hypotheses, size audiences, and diagnose performance issues without relying on a dedicated data expert
• Assess the health of client CRM data and data models, flagging gaps in data capture, quality, or structure that limit personalization or measurement, and recommending practical fixes
• Help define audience segmentation strategies and personalization frameworks grounded in customer data and lifecycle stage
• Translate journey strategy into implementation-ready requirements, and configure, build, or adjust journeys, segments, and campaigns in the CRM platform when needed
• Partner with other CRM specialists and developers on builds, reviewing logic, entry/exit criteria, and decisioning to ensure the build matches the intended experience
• Help define KPIs and measurement plans for journeys and programs, analyze performance, and design tests (A/B, holdout, multivariate) to prove and improve impact
• Present findings and recommendations to internal teams and client stakeholders, explaining the customer insight, the data behind it, and the technical approach in plain language
• Bring a proposed solution, not just the problem, when escalating issues that require architecture-level or cross-team decisions
• Document journey maps, data findings, and recommendations so the team has a clear and reusable record of decisions

Skills & Qualifications

Must-Haves:

• Experience contributing to customer journey mapping or customer experience work, from discovery through recommendations
• Hands-on experience in at least one of Salesforce Marketing Cloud, Adobe Campaign (Classic or Standard) / Adobe Journey Optimizer, or Microsoft Dynamics 365 (Customer Insights - Journeys or Marketing), with working familiarity in at least one other
• Ability to independently access, query, and interpret CRM data (e.g., SQL, data extensions, Adobe workflows and queries, Dynamics Advanced Find / FetchXML / views) to answer business questions without a dedicated analyst
• Strong lifecycle marketing understanding: you can explain why a journey is designed a certain way, spot when it isn't serving the customer or the business, and propose a better approach
• Ability to translate strategy into clear implementation requirements, and to build or adjust journeys and segments yourself when needed
• Comfort with data analysis and measurement, including defining KPIs, reading performance trends, and designing tests
• Good facilitation, storytelling, and presentation skills, with the confidence to challenge assumptions and push back on a brief that won't serve the customer
• Clear written and verbal communication, including explaining data and technical concepts to non-technical stakeholders

Preferred:

• Hands-on experience across all three platforms: Salesforce Marketing Cloud (Journey Builder, Automation Studio, AMPscript, SQL), Adobe Campaign / Adobe Journey Optimizer / Adobe Experience Platform, and Microsoft Dynamics 365
• Experience with customer data platforms (CDPs) and unified customer profiles (e.g., Adobe Real-Time CDP, Salesforce Data Cloud, Dynamics 365 Customer Insights - Data)
• Experience with journey mapping and collaboration tools (e.g., Miro, Figma/FigJam, Lucidchart, Smaply)
• Familiarity with BI and analytics tools (e.g., Power BI, Tableau, Looker, Google Analytics) to complement CRM analysis
• Background in service design, UX research, or voice-of-customer programs
• Working knowledge of email/SMS compliance regulations (CAN-SPAM, TCPA, CASL) and data privacy (GDPR, CCPA)
• Telecom or B2C subscription-industry CRM experience
• Agency-side or client-facing consulting experience

Education & Experience

Must-Haves:

• 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, including hands-on work in an enterprise CRM or marketing automation platform and exposure to journey strategy or customer experience projects

Preferred:

• Salesforce Marketing Cloud certification (e.g., Consultant, Email Specialist, or Developer)
• Adobe Certified Professional or Expert in Adobe Campaign or Adobe Journey Optimizer
• Microsoft Certified: Dynamics 365 Customer Insights (Journeys) Functional Consultant Associate, or equivalent
• Customer experience or journey mapping certification (e.g., CCXP)
• Agency experience supporting CRM programs for multiple clients simultaneously

AI Expectations

At Level, proficiency with AI tools is a core part of your role—not a nice-to-have. Your success in this position depends not only on your functional expertise, but also on your ability to actively integrate AI into how you work.

You are expected to:

• Experiment continuously with AI tools (e.g., ChatGPT, Midjourney, Claude, Perplexity) to improve the speed, quality, and impact of your work (e.g., draft briefs, summarize research, analyze data trends, generate initial strategic frameworks, identify patterns in large datasets).
• Proactively document and share what you learn—your prompts, process improvements, and use cases—so others can benefit and we can grow together.
• Approach AI with an iterative mindset, refining how you apply it to your work over time. The first idea is rarely the best; testing, tweaking, and improving is part of the process.
• Lean into discomfort, especially when tools or workflows feel unfamiliar. Growth happens when you're stretching beyond what's comfortable or routine.

AI is not a shortcut—it’s a skillset. You’re expected to use it as a force multiplier for creativity, strategy, and execution, not as a substitute for thoughtful work. As our tools evolve, your ability to adapt and lead through change will be a key part of your performance and growth at Level.

Our Core Values

• No Ego, All In
  We don't do "that's not my job." We win together, step in where needed, and care more about the outcome than the org chart.
• Better Every Day
  We want the feedback, even when it stings. We test, learn, adapt, and keep raising the bar.
• Relentless for Results
  Activity is nothing without outcomes. We care about the work that moves the business forward.
• Driven by Truth
  We challenge assumptions, follow the data, and tell clients what they need to hear, not just what is easy to say.

Perks & Benefits

At Level, we support our people across the U.S. and Canada with benefits designed to promote flexibility, wellbeing, and long-term growth.

• Fully remote across the U.S. & Canada, plus monthly WFH stipend and Summer Fridays
• Generous time off, including unlimited PTO (U.S.), competitive vacation (Canada), and parental/family leave options
• Comprehensive health benefits, mental health support, and company-paid disability & life coverage
• Employer retirement contributions (401(k) in the U.S., RRSP match in Canada)
• Quarterly performance reviews and career advancement opportunities

Remote First

This role is open to U.S. and Canada residents and is fully remote. Occasional travel may be required for company events and team working sessions. We are unable to sponsor visas at this time.

Level Is Built on Inclusion

We celebrate what makes you, you. Level Agency provides reasonable accommodations to applicants with disabilities during the recruitment process. If you require an accommodation, please let us know during your application or interview process.