Role : CRM Strategist
Location : Noida/Mumbai
About Us:
'VML, a WPP company is a global powerhouse born from the unification of Wunderman Thompson and VMLY&R — two of the world's most powerful and accomplished creative agencies with complementary capabilities and geographic strengths. We have an industry-unique opportunity to provide our client partners with a fully integrated offering across brand experience, customer experience and commerce practices — powered by deep data and technology experience.
For more information, visit www. Vml. Com
Roles & Responsibilities :
Develop and drive high-impact CRM strategies that enhance multi-brand customer engagement, loyalty programs, and data-driven decision-making across all customer touchpoints.
Define overall CRM vision, strategy, and execution to maximize customer lifetime value and brand engagement.
Spearhead data-driven marketing strategies leveraging advanced segmentation, predictive analytics, and AI-driven automation.
Architect and oversee end-to-end multi-channel customer journeys across Email, Whats App, SMS, push notifications, and personalized web experiences.
Develop and implement enterprise-level CRM frameworks, ensuring alignment with business goals and customer-centric initiatives.
Establish best-in-class loyalty programs by integrating behavioural insights, gamification techniques, and strategic partnerships.
Drive innovation in content personalization and dynamic messaging strategies to optimize customer engagement and conversion rates.
Cross-functional collaboration with product, technology, analytics, and creative teams to ensure seamless execution and optimization of CRM initiatives.
Oversee and enhance campaign performance through advanced A/B testing, data analytics, and continuous improvement methodologies.
Direct the selection, implementation, and optimization of Mar Tech tools (e. G., Salesforce Marketing Cloud, CDPs) to improve automation, efficiency, and reporting.
Ensure strict compliance with global data privacy regulations (GDPR, CCPA) while implementing best practices in data-driven marketing.
Skills and competencies :
4-7 years of progressive experience in CRM, data-driven marketing, customer lifecycle management, and loyalty programs.
Defining and executing large-scale CRM strategies in a multi-brand environment.
Expertise in leveraging CRM platforms such as Salesforce Marketing Cloud, CDPs, and customer data analytics tools.
Experience with high-impact, revenue-driven campaign execution, including trigger-based, automated, and omnichannel customer journeys.
Ability to navigate complex stakeholder environments, influencing senior leadership and cross-functional teams.
Strategic mindset with a hands-on approach to problem-solving and innovation.
Master’s degree in Marketing, Business, or a related field preferred.
Advanced CRM Strategy & Execution
Enterprise-Level Marketing Automation
Customer Segmentation & Predictive Analytics
Omnichannel Personalization & Engagement
Loyalty & Retention Program Leadership
A/B Testing & Performance Optimization
Executive-Level Stakeholder Management
Compliance & Data Privacy Best Practices
