Associate Director, Connections Strategy; CRM

Company Description

Digitas is the Networked Experience Agency, built on the vision that we create magnetic experiences that earn the right for brands to exist in human networks. Today, and tomorrow. We deliver Networked Experiences by leveraging comprehensive data, technology, creative, media and strategy capabilities. Digitas delivers ambitious outcomes via unique solutions that include Creative Experiences, Integrated Media, Addressable Relationships, Social Marketing and Total Commerce.

Celebrated by AdAge as Data and Insights Agency of the Year, U.S Campaign’s Brand Experience Agency of the Year, Media Network of the Year and celebrated by Forrester and Gartner, Digitas serves the world’s leading brands through a global network comprised of more than 5,500 employees across over 65 offices in 43 countries.

The Digitas culture is made up of fearless, inventive and generous Unicorns of all kinds.

What you’ll do

As an Associate Director, Connections Strategy (CRM-focused), you will play a key role in shaping how brands build meaningful, customer-centric relationships through owned and addressable channels. Your expertise across marketing strategy, CRM, data, and marketing technology will help clients solve complex business challenges by designing scalable, orchestrated systems of engagement
, not just one-off campaigns.

You will bring a deep understanding of how consumers interact with addressable channels and technology, translating macro trends and micro-level behavioral insights
into clear strategic direction. This role sits at the intersection of strategy, analytics, martech, and creative
, and requires both strong independent ownership and collaborative leadership.

Day-to-day responsibilities

You will:

• Analyze how consumers engage with CRM communications using research, performance data, and segmentation insights to uncover opportunities for impact and growth
• Design and map end-to-end CRM and lifecycle journeys
  , identifying high-value moments to drive relevance, loyalty, and lifetime value
• Partner closely with analytics teams to activate data-driven segmentation and guide the development of thoughtful, effective contact strategies
• Identify opportunities to leverage 1P and 3P data
  and marketing technology stacks to improve personalization, orchestration, and scalability
• Translate CRM platform capabilities (e.g., Adobe, Salesforce Marketing Cloud) into strategic use cases, orchestration logic, and repeatable activation frameworks
• Brief creative teams on customer-centric CRM experiences, grounding creative work in audience insight, lifecycle context, and channel behavior
• Assess CRM and owned-channel maturity and proactively define opportunities to evolve programs over time, not just optimize in-flight tactics
• Design orchestrated systems of brand communications
  across email, SMS, app, web, direct mail, and addressable media, in partnership with integrated marketing and creative teams
• Bring best practices and forward-looking POVs to clients across owned and addressable channels, informed by competitive activity, cultural shifts, and consumer trends
• Build and maintain trusted client relationships, confidently leading conversations around CRM strategy, performance, and future opportunity
• Form strong collaborative relationships with internal agency partners, external agencies, and third-party vendors as needed
• Maintain and evolve Connections Strategy artifacts
  , contributing to a consistent, scalable, and repeatable approach to CRM and owned-channel strategy

Why this role matters

This role is critical to advancing how we design audience-led, lifecycle-driven, and scalable CRM systems
. You will help move brands beyond channel-by-channel execution toward connected experiences that evolve over time
, shaping not only what gets built, but how strategy shows up across teams and clients.

This role is ideal for a strategic thinker and doer with 7–9 years of experience
who thrives in complexity and brings both rigor and imagination to their work. You are:

• A digitally savvy marketer with deep experience in digital strategy, CRM, and/or multi-channel planning, and a drive to produce thoughtful, high-impact work
• A knowledgeable CRM practitioner who understands how data, decisioning, and technology enable personalization and relevance at scale
• Experienced in developing and implementing strategies across owned and addressable channels, including email, SMS, app, web, direct mail, and media
• Comfortable working with CRM platforms such as Adobe or Salesforce Marketing Cloud
  , and translating platform capabilities into strategic advantage
• A strong analytical thinker with excellent research instincts and a creative, curious approach to data exploration
• A trend-watcher who stays close to evolving digital behaviors and cultural shifts, and can translate those signals into persuasive strategic POVs
• A compelling storyteller who can bring strategy to life in clear, engaging presentations and conversations
• A strong…