CRM Strategist

• Partner with the Director of CRM Strategy to develop and execute client CRM roadmaps and lifecycle journeys.
• Manage day-to-day CRM planning, strategy and execution for client accounts across email, direct mail, SMS, push, and in-app.
• Work with analytics partners to evaluate campaign performance, customer journeys, and retention drivers; translate findings into actionable insights.
• Recommend growth driving opportunities for CRM programs and campaigns.
• Support test & learn agenda: design experiments, measure outcomes, and iterate on CRM programs.
• Collaborate with creative and content teams to ensure messaging aligns with audience segmentation and personalization frameworks.
• Develop presentation materials and deliverables for clients (campaign recaps, journey maps, strategy decks, quarterly business reviews).
• Assist in building segmentation strategies leveraging 1st- and 3rd-party data; identify opportunities for personalization and automation.
• Stay current on CRM best practices, marketing technologies, and consumer engagement trends.
• Ensure successful project delivery (on time, on budget, on scope) in partnership with project management and cross-functional teams.
• Maintain clear and proactive communication with clients, providing updates, managing expectations, and building trusted relationships that foster collaboration and long-term growth.

Required Skills & Qualifications

• 5+ years of experience in CRM, lifecycle marketing, email/SMS strategy, or marketing automation (agency or brand-side).
• Proactive, solutions-oriented mindset — able to anticipate needs, bring new ideas forward, and take initiative without heavy direction.
• Adaptable and practical: able to pivot quickly, balance creativity with execution realities, and contribute to a culture of continuous improvement.
• Hands-on experience with ESPs and CRM platforms (e.g., Klaviyo, Salesforce Marketing Cloud, Dotdigital); strong understanding of segmentation, personalization, journey design, and testing frameworks.
• Comfortable building decks, documentation, and client-facing materials (Google Slides, PowerPoint, etc.).
• Ability to interpret data and analytics to surface insights, optimize performance, and inform strategy.
• Excellent communication and presentation skills — able to translate complex concepts into clear, client-ready narratives.
• Strong project management and organizational skills; comfortable managing multiple priorities in a fast-paced environment.
• Experience collaborating with creative, analytics, and project management teams
• Familiarity with direct mail, mobile messaging, and multi-channel lifecycle programs is a plus.
• Curiosity and a commitment to staying current on CRM best practices, marketing technologies, and consumer engagement trends.

About Iris

Participate or perish. It’s not just our rallying cry – it’s a creative imperative. Iris is the global creative micro-network built for brands that refuse to blend in. With 650 people across 11 offices, we help clients like Samsung, adidas, Barclays, Bentley, California Pizza Kitchen, Beiersdorf and Samsonite show up in culture with work that stands apart. Powered by Participation, and brought to life across paid, earned and owned media, our agency model is big enough to be dangerous, small enough to stay agile. Founded outside the ad establishment in 1999, Iris has always been defined by its outsider mindset – one that still drives our mission today.

We are proud to be an equal opportunities employer and recruit on talent alone, regardless of age, gender identity, ethnicity, religion, education, class, sexual orientation or disability. We champion diversity and believe it not only benefits, but enhances our creativity, our company and the wider society at large.