Senior Experience Strategist (CRM/CX)

TL;DR

Senior Experience Strategist (CRM/CX): Leading the development and execution of omni-channel strategies to drive engagement and maximize lifetime value for top-tier clients with an accent on CRM architecture, journey mapping, and data-driven insights. Focus on integrating complex digital ecosystems, optimizing end-to-end customer engagement, and translating advanced research into executable strategic blueprints.

Location: Toronto, Canada

Company

hirify.global is a world-leading Centre of Excellence that helps brands humanize customer relationships through hyper-personalization, marketing automation, and CRM.

What you will do

• Define the overarching vision and strategic frameworks for enhancing complex customer interactions across diverse touchpoints.
• Architect and lead innovative CRM strategies using advanced brand strategy, journey mapping, and audience segmentation.
• Serve as the strategic bridge between CX, performance marketing, creative, media, and data teams to optimize customer engagement.
• Direct qualitative and quantitative research to extract insights and develop detailed personas and customer journey blueprints.
• Leverage CRM platforms (Salesforce, Adobe Experience Cloud) and analytics dashboards to drive strategic decision-making and prove ROI.
• Lead the development of integrated channel plans, complex ecosystem development, and high-stakes new business pitches.

Requirements

• 7+ years of progressive experience in CRM, CX strategy, or strategic planning, primarily within a leading agency environment.
• Demonstrated success in implementing large-scale, complex omni-channel strategies for major brands.
• Expert-level proficiency in CRM platforms such as Salesforce Marketing Cloud, Adobe Experience Cloud, or Braze.
• Advanced technical skill with analytics tools including Google Analytics 4 and Adobe Analytics.
• Exceptional executive-level communication and strategic storytelling skills to secure buy-in from senior stakeholders.
• Proven ability to lead and mentor cross-functional teams within complex agency environments.

Culture & Benefits

• Opportunity to work within a global network of 30,000+ employees across 150+ offices.
• Inclusive culture that values connection, belonging, and the power of differences.
• Collaborate with world-class partners including Adobe, AWS, Google, Microsoft, and Salesforce.
• Experience working with some of the world's most admired brands on their digital transformation journeys.