Job Description
At MRM, we connect people and brands in meaningful ways through data-driven creativity. As we grow our CRM & Loyalty capability, we’re looking for a CRM & Loyalty strategist with a forward-thinking mindset, strong delivery ownership and sharp execution skills to help shape, orchestrate and activate relationship programs for top-tier clients across diverse sectors.
This role connects strategy, data, technology, creativity and operations, ensuring that CRM and loyalty strategies become actionable journeys, campaigns, mechanics and measurable customer experiences.
What You’ll Do
* Lead the development of CRM, lifecycle and loyalty activation plans, ensuring alignment with client goals and business KPIs such as CLV, retention, engagement, frequency, incrementality and profitability.
* Translate insights into action, turning data signals, audience behaviours and loyalty opportunities into meaningful customer experiences across email, app, web, push, messaging, paid media and owned channels.
* Work closely with strategy, creative, data, tech, media, CX and production teams to craft integrated journeys, campaigns and mechanics that blend automation, personalization, behavioural nudges, loyalty value and measurable business impact.
* Own the orchestration of activation workstreams, coordinating inputs, dependencies, timings, quality and follow-up across internal teams and client stakeholders.
* Design and optimize contact strategies, pressure management rules, lifecycle journeys, segmentation approaches, test plans and personalization logics.
* Contribute to loyalty mechanics and value propositions, including rewards, benefits, promotions, gamification, member experience and partnership opportunities, in collaboration with senior loyalty specialists.
* Serve as a client-facing lead, presenting strategies, activation plans, roadmaps, performance results and recommendations with clarity and conviction, both in Spanish and English.
* Mentor junior CRM, loyalty and activation team members, fostering a culture of strategic thinking, operational excellence, testing, learning and continuous improvement.
Support new business efforts with CRM & loyalty POVs, pitch contributions, benchmarks, use cases, credentials and thought leadership when needed.
What We’re Looking For
* 5–8 years of experience in CRM, lifecycle marketing, loyalty, customer engagement or data-driven marketing, preferably in a digital, creative, CX or martech agency setting.
* A proven track record leading CRM, lifecycle or loyalty activation strategies across industries such as retail, QSR, travel, financial services, automotive or consumer brands.
* Strong understanding of CRM, CDP, marketing automation and loyalty ecosystems such as Salesforce, Adobe, Braze, CDPs, BI tools, journey builders and loyalty platforms. The role does not need to be a technical implementer, but must be able to translate strategy into feasible activation logic.
* Comfortable with data, dashboards and performance metrics; able to interpret results, identify actionable insights, define audiences, propose testing strategies, use control groups where relevant, and work with analysts on personalization, CLV, uplift and incrementality.
* Solid understanding of contact strategy, lifecycle management, pressure rules, segmentation, journey orchestration, campaign planning and CRM operations.
* Excellent verbal and written communication skills in English and Spanish, with the ability to synthesize complex ideas and present them clearly.
Experience working in agile and collaborative environments with global or multi-market clients is a plus.
What We Offer
* Permanent contract
* #Hybrid model
* Flexible schedule
* Training plans in our extensive training platform.
* 23 working days of vacation, plus 2 long weekends of your choice, plus 3 days at Easter, plus 3 days at Christmas.
* The day of your birthday off!
* Incorporation in a multinational company with high professional, economic and financial solvency that leads new, innovative and large-scale projects.
Who We Are
MRM is a modern relationship marketing agency that builds enduring brand relationships. MRM’s core capabilities help grow relationship lifetime value and span across CRM & Loyalty, Customer Experience, Commerce and MarTech, underpinned by Data & Analytics. MRM operates in a borderless, integrated way to allow for greater collaboration and velocity. MRM is part of McCann Worldgroup and the Interpublic Group of companies (NYSE: IPG), and spans 35 offices across North America, Latin America, Europe, the Middle East, and Asia Pacific.
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