CRM Lead

At Dijitally, we’re passionate about helping businesses grow through smart, sustainable digital solutions. Headquartered in Australia and proudly partnering with one of the world's leading fintech companies, we empower customers and retailers to achieve greater financial freedom, and we have some exciting projects ahead. We’re now looking for our new CRM Lead as we expand our remit with this global brand.

In this key role, you’ll take charge of the CRM strategy and production for our clients as well as our own brands. You will lead a talented team of CRM specialists, charged with developing and executing innovative CRM campaigns tailored to different audiences.

This role offers a fantastic opportunity to shape our agency's CRM processes and client success strategies. With your expertise, you’ll play a pivotal role in enhancing customer engagement, acquisition, retention, and overall lifecycle marketing performance for some of the most exciting brands in their respective industries.

• Own and drive the overarching CRM strategy for the agency and its clients, delivering innovative, data-driven campaigns that align with business goals
• Lead, mentor, and inspire the CRM team, ensuring the successful execution of campaigns and continuous improvement of processes
• Act as a trusted advisor to clients, helping them refine their CRM approaches across platforms and customer touchpoints
• Position the CRM team for growth

• Collaborate with client-facing teams to design and execute lifecycle marketing programs across email, SMS, in-app, and other direct communication channels
• Develop strategies tailored to client industries, whether optimising upselling and retention for subscription models, driving direct bookings for travel clients, or personalizing user engagement in fintech

• Leverage data and analytics to segment audiences, optimise messaging, and enhance campaign effectiveness for each client
• Implement robust reporting structures to measure the impact of CRM initiatives and provide actionable insights to both clients and agency leadership

• Work closely with the Performance Marketing, Creative, and Leadership to ensure a seamless integration of CRM efforts with broader marketing campaigns
• Serve as the bridge between the CRM team and clients, ensuring CRM strategies align with overarching marketing objectives and client OKRs

• Coach the CRM team in best practices for automation, personalization, segmentation, and campaign analysis
• Keep the team updated on industry trends, tools, and compliance standards, ensuring the agency remains ahead of the curve in CRM innovation

• Proven experience (5+ years) in CRM leadership roles, ideally within a digital marketing agency or a client-facing environment
• Expertise with leading CRM platforms such as Marketo (essential), Klaviyo, Salesforce, and Ontraport (desireable), or similar, with the ability to quickly adapt to new systems
• Strong understanding of CRM lifecycle stages, customer segmentation, lead scoring, and engagement strategies
• Hands‑on experience in developing CRM strategies for B2C and B2B industries like travel, subscription services, fintech, and SaaS products
• Analytical and results‑oriented mindset with a proven track record of optimizing campaign performance through data insights
• Exceptional leadership skills with experience managing, mentoring, and growing a global team.
• Outstanding communication and stakeholder management skills, capable of building strong relationships with both internal teams and clients
• A proactive, collaborative attitude and the ability to thrive in a fast‑paced, deadline‑driven environment

This is a hybrid role, with the ability to work remotely most of the time however you will need to attend infrequent meetings at the client's office in Miami, so we are looking for someone based in the Miami/Ft Lauderdale area. Your core working hours will be aligned with US EST. We value flexibility but trust you to manage your workload effectively.

Y…