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 EnvironmentOur 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.
$120,000 - $150,000 a year
