**Overview** **We Are the Connected Marketing Agency** We are a full-service agency with modern creative & media, data, and technology services all under one roof. We are connected in the way we think and the way we work. At the heart of our company are great people that we call Unicorns. Our Unicorns are open, bold, and curious and love to solve complex problems for clients in unique ways. Digitas is a multi-disciplinary team of Creative, Social, Experience and Connections Strategy experts, unified by a shared ambition to inspire ideas that move people. To further accelerate this ambition, we are looking for an outstanding CRM Account Manager – someone who champions a modern approach to connected CRM experiences for brands; who understands consumer behaviour and context, and orchestrates strategic communications to define how brands connect to people in a digital world. **What You’ll Do:** As CRM Account Manager, your experience in creating impactful direct engagements will be essential to provide strategic guidance on key client engagements, together with Strategy lead. Rooted in an in-depth and empathetic understanding of the consumer’s current environment and ecosystem as well as their priorities, motivators and pain points, you will play a central role in developing effective CRM programmes and experiences relevant to consumers’ needs and aligned to clients’ business ambitions. **Responsibilities** + Building consumer personas, identifying pain points, and mapping CRM-centric experience journeys to envision brand experiences and how they connect across web, mobile, AI, and other emerging interfaces. + Focusing on the core business KPIs, develop and implement CRM programmes that align to key moments of need within the customers' journey based on insights from analytics and behavioral science, derived from consumer and digital platform data tools (e.g., Salesforce, Comscore, Google Analytics, GlobalWebIndex, Social Analytics). + Deliver omni-channel direct engagements across email, push notifications, web, mobile apps, social platforms, and other channels and devices, as relevant to the customer segments and experience. + Crafting CRM Experience briefs with powerful, unexpected insights that inspire. + Identifying cultural trends and keeping a pulse on internet and start-up culture; providing teams and clients with a point of view on how it affects the way brands connect with people. + Partner with clients to innovate meaningful member benefits, programmes, or feature improvements that differentiate the brand and delight customers, anchored on familiarity with adtech and martech tools and platforms. + Partnering with other capabilities across the agency (Business leads, Data, Technology, Experience Design, and other teams) to determine strategy needs, develop, and facilitate implementation of CRM Strategy and Programmes. **Qualifications** + 5-7 years of work experience in CRM and/or digital marketing + Extensive experience informing audience segments by leveraging 1st and 3rd party data + Comprehensive understanding of audience principles, and related personalization techniques and tools + Strong strategy and analytics skills, with an advanced understanding of success metrics + Ability in interpreting data and customer insights to inform CRM strategies and programs, aligned to business targets + Up-to-date knowledge of marketing technologies (MarTech) and digital experience platforms spanning Paid, Owned, and Earned / social media – email automation tools (e.g., Salesforce Marketing Cloud, CDPs, Adobe, SAP, or equivalent) + A collaborator comfortable in agile- or sprint-based approaches, willing to work in real time + An all-around professional with exceptional communication, organizational, and time management skills, and the flexibility to adapt quickly to change Got what it takes? We’d love to hear from you. Digitas is an equal opportunity employer.