CRM Specialist – Strategy, Customer Journey

🔥 1 minute ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Level Agency

WebsiteLinkedInAll Job Openings

51 - 200 employees

📣 Marketing

📱 Media

🤝 B2B

Marketing • Media • B2B

Level Agency is a performance marketing agency that specializes in data-driven marketing strategies, performance media planning and buying, content creation, and marketing automation. Based in Pittsburgh, PA, the company is focused on maximizing their clients' return on ad spend through strategic testing and analytics. They serve a variety of industries, including education, e-commerce, business-to-business (B2B), and financial services, helping clients to motivate customer action, grow market share, inspire customer loyalty, and change public perceptions. Level Agency employs a scientific mindset with a framework of "Test. Learn. Grow," always ready to adapt and deliver measurable results for their clients.

📋 Description

• Support and facilitate customer journey discovery through client and internal workshops and interviews • Build current-state and future-state customer journey maps • Identify friction points, drop-off moments, and missed opportunities • Translate insights into prioritized, measurable recommendations with business cases • Query CRM data to validate hypotheses, size audiences, and diagnose performance issues • Assess CRM data and data-model health and recommend practical fixes • Define audience segmentation strategies and personalization frameworks • Translate journey strategy into implementation-ready requirements • Configure, build, or adjust CRM journeys, segments, and campaigns • Partner with CRM specialists and developers to review build logic, entry/exit criteria, and decisioning • Define KPIs and measurement plans, analyze performance, and design A/B, holdout, and multivariate tests • Present findings and recommendations to internal teams and client stakeholders • Propose solutions for architecture-level or cross-team issues • Document journey maps, data findings, and recommendations • Experiment with AI tools, document learnings, and share use cases

🎯 Requirements

• Experience contributing to customer journey mapping or customer experience work, from discovery through recommendations • Hands-on experience in at least one of Salesforce Marketing Cloud, Adobe Campaign / Adobe Journey Optimizer, or Microsoft Dynamics 365, with working familiarity in at least one other • Ability to independently access, query, and interpret CRM data using SQL, data extensions, Adobe workflows and queries, Advanced Find, FetchXML, or views • Strong lifecycle marketing understanding • Ability to translate strategy into implementation requirements and build or adjust journeys and segments • Comfort with data analysis and measurement, including defining KPIs, reading performance trends, and designing tests • Good facilitation, storytelling, and presentation skills • Clear written and verbal communication • Bachelor's degree in Marketing, Information Systems, Business, Computer Science, or a related field, or 4 additional years of equivalent professional experience • 3 to 5 years of experience in CRM, lifecycle marketing, or customer experience • Hands-on work in an enterprise CRM or marketing automation platform • Exposure to journey strategy or customer experience projects • Ability to use AI tools as part of the role • Must reside in the United States or Canada • Visa sponsorship is unavailable

🏖️ Benefits

• Fully remote across the U.S. & Canada • Monthly WFH stipend • Summer Fridays • Unlimited PTO (U.S.) • Competitive vacation (Canada) • Parental/family leave options • Comprehensive health benefits • Mental health support • Company-paid disability and life coverage • Employer retirement contributions: 401(k) in the U.S. and RRSP match in Canada • Quarterly performance reviews • Career advancement opportunities