Senior Experience Strategist (CRM)

TL;DR

Senior Experience Strategist (CRM): Leading the development and execution of omni-channel strategies to drive engagement and loyalty for top-tier clients with an accent on customer experience, data, and complex digital ecosystems. Focus on architecting CRM frameworks, guiding cross-functional teams, and translating complex data into executable journey blueprints.

Location: Hybrid (Toronto, Canada) - teams in the office an average of four days a week

Salary: $65,000 — $115,000 CAD

Company

hirify.global, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce to drive growth for blue-chip global brands.

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 across digital ecosystems, including email, mobile apps, and social media.
• Serve as the strategic bridge between CX, performance marketing, creative, media, and data teams to optimize end-to-end engagement.
• Direct qualitative and quantitative research to extract insights and create detailed personas and customer journey blueprints.
• Leverage CRM platforms like Salesforce and Adobe Experience Cloud to drive strategic insights and architect ROI measurement frameworks.
• Lead the development of integrated channel plans and drive significant new business pitches.

Requirements

• 7+ years of progressive experience in CRM, customer experience strategy, or strategic planning, primarily within a fast-paced agency environment.
• Deep expertise in digital marketing channels and integrated customer engagement strategies.
• Expert-level proficiency in CRM platforms (e.g., Salesforce Marketing Cloud, Adobe Experience Cloud, Braze) and analytics tools (GA4, Adobe Analytics).
• Exceptional executive-level communication and strategic storytelling skills to influence senior clients.
• Ability to connect CRM and brand strategy into a cohesive end-to-end customer experience vision.
• Strong strategic program management and organizational skills.

Culture & Benefits

• Hybrid work approach fostering creativity and collaboration.
• Opportunity to work with a global network of 30,000+ employees across 60+ markets.
• Collaborative environment that values connection, belonging, and diversity.
• Exposure to world-leading brands and high-impact transformative projects.