Vice President, CRM Strategy

Company Description

Hi there! We’re Razorfish. We’ve been leading the marketing industry with our digital expertise since the start of the internet. But in 2020, we did a full reboot. What’s different? It all starts with people. Weird, wonderful, complex people - with diverse backgrounds in strategy, creative and technology. But no matter how different we are, we all have one thing in common.

We believe our differences are our strength. So we push for inclusion, challenge convention and bring in new perspectives, to inspire new ideas. Because when we connect by understanding what makes people different, we can create unforgettable experiences that enrich lives. Join us at

The Razorfish Strategy and Performance team is looking for a VP Connections (CRM) Strategist who brings expertise in helping brands better connect with their customers through direct and addressable channels across the complete customer lifecycle. With a strong CRM background, the VP Connections Strategist should understand consumer behavior and context, and how to enhance CRM program capabilities.

As a VP on the Strategy and Performance team, you will lead client engagements (brands within a portfolio, projects, and pitches) with complete autonomy and supporting resources. You’ll partner closely with Account, Creative, Media & Social Strategy colleagues to establish vision, cross-channel approach, and execution from briefing to campaign launch. You will present strategy frequently to clients and become part of their trusted partner team.

• Drive business growth for clients through CRM and integrated customer engagement that extends beyond email marketing to include direct mail, owned channels, push notifications, mobile apps, SMS, and other emerging communication channels
• Define a CRM program's strategic vision and business goals to guide strategy development and execution
• Create CRM strategies and models that increase our clients’ relationships with their customers by working at the intersection of Customer Engagement, Business, Technology, Big Data, and Content
• Spearhead the development of data-driven, omnichannel CRM campaigns that foster customer acquisition, engagement, and retention, while ensuring the successful cross-selling and upselling of products
• Use data and analytics for decision-making and measuring CRM effectiveness as well as creating a culture of structured experimentation and iteration to drive growth
• Lead cross-functional teams to design and execute omnichannel journeys, campaigns, and triggers, ensuring that all touchpoints are seamless, personalized, and customer-centric
• Use data to define audience segments, develop targeting strategies, and create personalized messaging that resonates with various customer profiles.
• Leverage customer data to continuously optimize CRM strategies, driving both long-term engagement and short-term conversion
• Build actionable insights from data to guide campaign decisions, ensuring the right messaging reaches the right audiences at the right time
• Develop a deep understanding of consumer behavior from first-party data sources and analyses as well as third-party research
• Collaborate with clients to understand their strategic priorities, challenges, and objectives; develop recommendations and regularly communicate insights to steward incremental opportunities
• Mentor mid-level strategists and support their career development
• Scope and drive the development of engagements (scoping, timing, deliverables, effort)
• Contribute to staffing and resourcing, being an advocate for strategic needs across the account

• 12+ years of demonstrated excellence in CRM, direct marketing or customer engagement strategy within consulting or agency environments
• Solid business intuition, a collaborative spirit, and experience in driving growth for clients through CRM
• Experience advising clients (VP to C-level) on strategic considerations and best practices for building effective CRM programs
• Proven ability to develop strategies that deliver on business KPIs and outcomes
• Deep experience with all addressable/owned channels and programs including email, push, SMS, web, direct…