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VP, CRM Experience Orchestration

Chicago, IL

Merge Storytelling and Technology

We bring together the minds and passions of creative pioneers, tech innovators, and data explorers to help ambitious clients solve business challenges and rise to the top. MERGE has enduring client partnerships with American Express, T-Mobile, LG, Subway, Kate Spade NY, Coach, The North Face, Meta, Adobe, BlueCross BlueShield, Abbott, Astellas, Supernus, CSL, GE Healthcare, Broward Health, Indiana University Health, Nationwide, and Morgan Stanley. With offices in Atlanta, Boston, Chicago, Denver, Kansas City, Montreal, New York City and Los Angeles. MERGE uses a talent-to-task process that enables clients to think higher and feel deeper about their customers. 

Promote Health, Wellness & Happiness

We are committed to promoting health, wellness and happiness in the world by partnering with purpose-driven clients in purpose-driven industries in healthcare, life science, and consumer products. Our deep vertical expertise and category insights stem from decade-long partnerships with our top clients.

Emerge to the Top of Your Career

At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage their minds and hearts to do the best work of their careers.

As our VP, CRM Experience Orchestration you will….

We are seeking a visionary leader to spearhead our CRM Experience Orchestration practice. You will be instrumental in crafting exceptional 1:1 customer journeys, leveraging data and technology as tools to enhance engagement and drive meaningful business outcomes. Your focus will be on understanding customer needs and desires, then orchestrating personalized experiences across multiple touchpoints. You will lead a talented team, collaborating closely with clients to transform their customer engagement strategies and deliver measurable results.

Accountable and Responsible

  • Strategic and Thought Leadership
    • Develop and execute a comprehensive CRM orchestration strategy that aligns with MERGE’s goals and client objectives.
    • Stay ahead of industry trends and emerging technologies, ensuring the agency remains at the forefront of innovation and activation at the intersection of CX and CRM.
    • Represent the agency in industry forums, conferences, and thought leadership initiatives.
    • Publish articles, white papers, and case studies to showcase successful CRM Experience Orchestration programs and insights.
  • Expertise in 1:1 Journey Design and Delivery
    • Orchestrate sophisticated, data-driven contact strategies that guide customers through personalized journeys across channels (i.e. email, SMS, web, apps, paid media, etc.), ensuring each interaction is relevant, engaging, and aligned with the overall customer experience vision and brand guidelines.
    • Develop and refine personalized segmentation and targeting strategies within to ensure relevant and engaging customer experiences across all channels
    • Lead the design, implementation, and optimization of Salesforce and Adobe-based orchestration solutions, in partnership with MERGE technology and analytics teams.
  • Apply Data-Driven Insights
    • Use data to understand customer behavior, measure program effectiveness, and identify areas for optimization.
    • Translate data insights into actionable recommendations for clients to enhance customer engagement and ROI.
  • Business Development and Client Engagement
    • Collaborate with sales and marketing teams to identify new business opportunities and expand the agency’s CRM Experience Orchestration services.
    • Participate in proposal development and client presentations, consulting with clients to secure engagements and expand relationships.
    • Serve as the primary advisor to clients on CRM Experience Orchestration strategies, helping them leverage Salesforce and Adobe tools for maximum impact.
    • Foster long-term client relationships by delivering exceptional service and driving continuous improvement in 1:1 marketing performance.
  • Team Management and Project Oversight
    • Lead and mentor a team of Experience professionals, fostering a collaborative and innovative environment. Partner closely with talent in design, analytics, data, and technology.
    • Cultivate a collaborative and innovative team culture that emphasizes excellence and continuous learning.
    • Oversee the planning, execution, and delivery of CRM Experience Orchestration  projects, ensuring they are completed on time, within budget, and to the highest quality standards, in partnership with project management.

These are the qualifications we’re looking

  • 10+ years of progressive experience in omnichannel marketing, marketing automation strategy, CRM marketing, and/or customer experience design within a consulting or agency setting. Demonstrable expertise in developing and executing data-driven marketing initiatives and optimizing customer journeys is essential.
  • Bachelor's degree in Marketing, Design, or a related field
  • A passion for creating exceptional customer experiences and a deep understanding of human-centered design principles.
  • Proven ability to translate customer insights and business requirements into actionable 1:1 contact strategies
  • Applied understanding of quantitative data and how to leverage it for customer segmentation, predictive analytics, and real-time decisioning
  • Strong foundation in marketing automation and CRM best practices, complemented by intellectual curiosity and a willingness to explore and apply new and emerging technologies.
  • Experience collaborating with cross-functional teams, including Experience Strategists, Designers, Technical Architects, Data Analysts, Business Analysts and related roles
  • 5+ years of experience working with or around Salesforce Marketing Cloud, with a solid grasp of its capabilities, particularly in Marketing Cloud Personalization, Journey Builder, Email Studio, and Automation Studio, and how they can be applied to achieve marketing objectives
  • Experience with other Salesforce clouds (Sales, Service, Experience) and Veeva CRM is a plus. 
  • Familiarity with Adobe Journey Optimizer (AJO) or a demonstrated ability to quickly learn and adapt to new marketing technologies is highly desirable
  • Knowledge of data privacy regulations and best practices (e.g., GDPR, CCPA, CAN-SPAM) and their application to marketing campaigns and contact strategies
  • A nuanced understanding of personalization, with the ability to balance the value of personalized interactions with customer privacy and ethical considerations, while addressing feasibility and technical constraints
  • Familiarity with content strategy principles, including taxonomy and content modeling, to ensure consistency, relevance, and effectiveness across customer touchpoints
  • Excellent communication and presentation skills, with the ability to adapt communication style to different audiences
  • Strong analytical and problem-solving skills, with a data-driven approach to decision-making
  • Passion for delivering exceptional customer experiences and driving business results

#LI-VM1

#LI-HYBRID

At MERGE, we’re committed to fostering an environment where our team members can thrive in both their careers and personal lives, ensuring they feel supported and empowered to succeed.

MERGE believes in transparency and equity. In accordance with state regulations, we’re proud to include salary ranges in our job postings to ensure fair compensation practices.

The salary range for this role is $165,000 - 180,000, based on the individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.  

MERGE is proud to invest in benefits that include meaningful Medical, Dental, Vision, Life Insurance, 401K, Lifestyle Spending Account, Employer Paid Life & Disability Insurance, Flexible Time off & Holidays plus many other benefits and rewards.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

And here’s how we live our values at MERGE

  • Ability. Mastering our craft
  • Agility. Delivering with a growth mindset
  • Humility. Collaborating for shared success

MERGE is proud to be an Equal Opportunity Employer

MERGE welcomes and celebrates diversity regardless of race, religion, color, national origin, gender, sexual orientation, veteran status or people with abilities. We believe that the more diverse we are, the more creative our work will be!

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