Senior MarTech & CRM Engagement Lead

Role Overview

The Senior Mar Tech & CRM Engagement Lead serves as an embedded consulting and technology partner within the client’s digital leadership team, focused on modernizing service communications, CRM capabilities, and orchestration across a complex enterprise ecosystem.

This role is CRM- and Mar Tech-led, with a strong secondary emphasis on customer experience and human-centered design. The ideal candidate is a technologist and consultant first — someone who has led CRM, communications, or marketing technology transformations — and who also understands how CX strategy and design thinking improve customer outcomes.

You will partner closely with client stakeholders and internal teams to shape strategy, guide platform modernization, and drive measurable improvements in service communications, engagement, and operational effectiveness.

• Serve as the primary engagement lead and CRM/Mar Tech capability expert, advising the client’s leadership on service communications modernization and platform strategy.
• Develop a deep understanding of the client’s CRM, communications platforms, data flows, orchestration logic, and operating model, identifying gaps and opportunities for improvement.
• Lead and contribute to CRM and service communications audits, assessing tools, platforms, arbitration logic, governance, and activation workflows.
• Provide strategic recommendations for platform optimization, orchestration, suppression, sequencing, and scalability across service communications.
• Partner with the client’s technology and development teams to support the implementation of new communications strategies, workflows, and operating models.

• Collaborate with CX strategy, service design, and UX partners to identify customer journey collisions, over-communication, and breakdowns across channels.
• Apply human-centered design and journey thinking to ensure CRM and Mar Tech solutions improve clarity, trust, and customer outcomes.
• Translate customer and business needs into execution-ready platform and process recommendations, not just conceptual experience ideas.

• Act as a trusted, embedded advisor to client stakeholders, connecting strategy to execution across teams.
• Partner with a dedicated XD Lead, Creative Lead, and Delivery Lead, serving as the Mar Tech and CRM strategy owner while ensuring alignment across experience design, creative execution, and delivery.
• Align internal teams and client partners around shared priorities, decision frameworks, and outcomes.
• Drive adoption of best practices, ways of working, and governance models, transferring knowledge and methodologies to client teams.
• Ensure delivery of high-quality, outcome-driven work, aligned to business objectives and service KPIs.

Experience

• 8+ years of experience in Mar Tech, CRM consulting, digital transformation, or platform strategy roles.
• Proven experience leading enterprise CRM or service communications transformations, ideally in complex, regulated, or high-scale environments.
• Strong understanding of CRM and communications platforms (e.g., Salesforce, Adobe, Braze, AWS Pinpoint, Twilio, SFMC, or similar).
• Experience with journey orchestration, arbitration logic, suppression rules, activation workflows, and governance.
• Ability to assess and modernize platform operating models, not just individual tools.

• Working knowledge of CX strategy, journey mapping, and human-centered design principles.
• Ability to partner effectively with UX, CX, and service design teams.

• Consulting mindset with the ability to connect business strategy, technology, and customer outcomes.
• Strong executive presence with experience presenting to and influencing senior leadership.
• Comfortable operating as an embedded engagement lead within a client organization.

This role is:

• CRM- and Mar Tech-first
• Platform and operating-model focused
• Customer-led and CX-informed
• Strategic, consultative, and execution-aware

This role is not:

• A campaign-only marketing position
• A pure UX or UI designer role

The client’s service communications challenges are rooted in platform fragmentation, orchestration complexity, and misaligned operating models. This role exists to modernize those systems, enabling clearer, more consistent customer experiences at scale.