CRM Strategist (Contract)

Role: CRM Strategist Consultant

Location: Mumbai

Duration: 2 months

About Us:

VML, a WPP company is a global powerhouse born from the unification of Wunderman Thompson and VMLY&R two of the world's most powerful and accomplished creative agencies with complementary capabilities and geographic strengths. We have an industry-unique opportunity to provide our client partners with a fully integrated offering across brand experience, customer experience and commerce practices powered by deep data and technology experience.

For more information, visit www.vml.com

Roles & Responsibilities:

Develop and drive high-impact CRM strategies that enhance multi-brand customer engagement, loyalty programs, and data-driven decision-making across all customer touchpoints.

• Define overall CRM vision, strategy, and execution to maximize customer lifetime value and brand engagement.

• Spearhead data-driven marketing strategies leveraging advanced segmentation, predictive analytics, and AI-driven automation.

• Architect and oversee end-to-end multi-channel customer journeys across Email, WhatsApp, SMS, push notifications, and personalized web experiences.

• Develop and implement enterprise-level CRM frameworks, ensuring alignment with business goals and customer-centric initiatives.

• Establish best-in-class loyalty programs by integrating behavioural insights, gamification techniques, and strategic partnerships.

• Drive innovation in content personalization and dynamic messaging strategies to optimize customer engagement and conversion rates.

• Cross-functional collaboration with product, technology, analytics, and creative teams to ensure seamless execution and optimization of CRM initiatives.

• Oversee and enhance campaign performance through advanced A/B testing, data analytics, and continuous improvement methodologies.

• Direct the selection, implementation, and optimization of MarTech tools (e.g., Salesforce Marketing Cloud, CDPs) to improve automation, efficiency, and reporting.

• Ensure strict compliance with global data privacy regulations (GDPR, CCPA) while implementing best practices in data-driven marketing.

Skills and competencies:

• 4-7 years of progressive experience in CRM, data-driven marketing, customer lifecycle management, and loyalty programs.

• Defining and executing large-scale CRM strategies in a multi-brand environment.

• Expertise in leveraging CRM platforms such as Salesforce Marketing Cloud, CDPs, and customer data analytics tools.

• Experience with high-impact, revenue-driven campaign execution, including trigger-based, automated, and omnichannel customer journeys.

• Ability to navigate complex stakeholder environments, influencing senior leadership and cross-functional teams.

• Strategic mindset with a hands-on approach to problem-solving and innovation.

• Masters degree in Marketing, Business, or a related field preferred.

• Advanced CRM Strategy & Execution

• Enterprise-Level Marketing Automation

• Customer Segmentation & Predictive Analytics

• Omnichannel Personalization & Engagement

• Loyalty & Retention Program Leadership

• A/B Testing & Performance Optimization

• Executive-Level Stakeholder Management

• Compliance & Data Privacy Best Practices