CRM Lead

We're looking for a senior CRM operator to help run our lifecycle practice at the enterprise level — staying hands-on with our largest clients while owning team development, service innovation, and operational health across NA. This is a player-coach role: you'll operate as the Director of CRM's #2 in North America, with a global counterpart leading EU, directly managing our CRM Strategists while remaining deeply billable yourself on our biggest enterprise accounts and special projects. If you've led CRM teams inside an agency at scale, still want your hands on the work at the highest level, and know how to build new service lines as well as run existing ones, this role was built for you.

RESPONSIBILITIES

Enterprise Delivery & Special Projects (50–80% billable)

• Personally lead strategy and delivery on the practice's largest and most complex enterprise accounts — the senior CRM voice clients bring into their biggest decisions.
• Own special projects for enterprise brands (e.g., platform migrations, replatforming, complex integrations) that require senior technical and strategic ownership.
• Be accountable for lifecycle revenue performance and retention outcomes on the accounts you lead directly.
• Model the standard of strategic and technical excellence the rest of the NA team is held to.

Team Leadership & Development

• Directly manage CRM Strategists across NA — setting direction, unblocking work, and raising the bar on what the team delivers.
• Build individualized development paths for each Strategist, with clear expectations, real opportunities, and genuine career trajectories.
• Lead hiring and onboarding for the NA Strategist bench, partnering with the Director of CRM on structure and leveling decisions.
• Manage performance conversations and day-to-day people leadership directly, escalating only where cross-functional or leadership alignment is required.

Innovation & Service Growth

• Own the innovation agenda for the NA CRM practice — identifying and building new service offerings, methodologies, and platform capabilities ahead of client demand.
• Evaluate emerging channels, tools, and platform capabilities and drive adoption recommendations across the team.
• Partner with the Director of CRM on positioning new CRM services to leadership and, where relevant, to clients directly.
• Bring an entrepreneurial lens to the practice — treating service growth as a core part of the role, not a side project.

Operational Leadership

• Partner directly with the Director of CRM on resourcing and capacity planning for the NA Strategist team.
• Own capacity and margin health for the team you manage — flagging risk, rebalancing staffing, and driving profitability without sacrificing quality.
• Serve as the operational counterpart to the EU Lead, aligning standards, processes, and reporting into one global CRM practice.
• Drive adoption of department-wide operational standards (levels framework, RACI, QA processes) across the NA Strategist team.

Platform & Technical Standards

• Deep, hands-on fluency in Klaviyo required; Braze, Iterable, Attentive, or Postscript experience a strong plus.
• Serve as the senior technical authority for the NA team on platform architecture, integrations, and implementation quality.

What we're looking for

• 6+ years in CRM/lifecycle marketing, including experience managing a team inside an agency environment while staying billable yourself.
• Track record leading enterprise-level accounts and complex special projects (migrations, replatforms, multi-brand implementations).
• Experience building or scaling new service lines within an agency or consultancy.
• Deep Klaviyo expertise; multi-platform fluency a plus.
• Entrepreneurial, retention-and-LTV-minded, consultative — seen by clients as a trusted advisor, not a vendor.
• Remote-native; leads with clarity and presence across time zones and regions.

PERKS & BENEFITS

• Competitive Healthcare with Dental & Vision
• Retirement savings plan with employer matching
• Competitive PTO policy with paid time off at end of year
• Flexible working schedule
• Remote-first culture
• Home office stipend
• Apple gear
• Continued education and personal development opportunities

We are an Equal Opportunity employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state, or local law.