CRM Marketing Strategist

AAA Club Alliance is hiring for a CRM Marketing Strategist to join our team! Ths is position is responsible for leading the strategy, coordination and performance of ACA’s owned customer channels across multiple business lines. This role serves as the central point of coordination for CRM activity, aligning business priorities, customer insights, channel capabilities and agency support to deliver targeted customer experiences. The position focuses on improving customer engagement, retention, loyalty, conversion and lifetime value while ensuring campaigns are measurable, well-prioritized and aligned with brand, business and regulatory requirements.

• →Advance the CRM and owned-channel strategy across Travel, Insurance, Car Care, and other relevant business lines.
• →Own the roadmap for translating the CRM vision into a practical roadmap and prioritized delivery plan.
• →Represent CRM and owned channels in cross-functional planning, campaign development, and senior stakeholder discussions.
• →Partner with the agency to translate business priorities into an actionable CRM strategy, bringing together internal knowledge and external expertise.
• →Champion a customer-first approach while ensuring activity supports commercial objectives, brand standards, and regulatory requirements.
• →Identify opportunities to improve customer engagement, retention, loyalty, conversion, and lifetime value.

• →Owned-Channel Management
• →Take ownership of the overall customer experience across relevant owned channels, which may include email, SMS, push notifications, direct mail, in-app messaging, and emerging digital experiences.
• →Work closely with the agency to raise the standard of channel strategy, creative thinking, personalization, and execution.
• →Data, Measurement, and Optimization
• →Develop a strong understanding of available customer data, audience structures, consent requirements, and measurement capabilities.
• →Partner with analytics, data, technology, product, and agency teams to improve customer insight and CRM effectiveness.
• →Define meaningful performance measures and use results to guide prioritization, optimization, and investment.
• →Turn campaign and customer data into actionable recommendations for CRM and the wider business.
• →Support the evolution of segmentation, next-best-action, personalization, automation, and lifecycle marketing capabilities.
• →Other duties as assigned.

• 8–10 years of progressive experience in CRM, lifecycle marketing, customer engagement, retention, or owned-channel marketing.
• Demonstrated experience leading CRM strategy and execution within a complex, multi-product, or multi-business organization.
• Strong understanding of owned channels and how they work together across the customer lifecycle.
• Experience prioritizing competing requests and influencing stakeholders with different commercial objectives.
• Strong data literacy, including experience working with customer data, segmentation, campaign measurement, testing, and performance reporting.
• Experience developing personalized, automated, and triggered customer journeys.
• Proven ability to translate data and customer insight into clear marketing actions.
• A strong track record of building collaborative agency relationships, creating effective briefs, assessing recommendations, and holding internal and external teams accountable for results.
• Experience working with creative, analytics, technology, product, compliance, and business teams.
• Familiarity with CRM platforms, marketing automation tools, customer data platforms, and related marketing technology. Salesforce ecosystem is a plus.
• Experience working in regulated industries, financial services, insurance, travel, or similarly complex environments is an asset.

• Strategic thinker who is equally comfortable engaging with executional detail.
• Strong commercial judgment and customer orientation.
• Confident decision-maker who can prioritize objectively and communicate trade-offs clearly.
• Excellent stakeholder and agency relationship-management skills.
• Able to provide clear direction while creating space for partners to contribute expertise and challenge established thinking.
• Comfortable representing CRM and constructively challenging senior stakeholders.
• Highly analytical, curious, and able to turn complex data into clear recommendations.
• Collaborative and effective at working across organizational boundaries.
• Strong written and verbal communicator with the ability to create focused, actionable briefs.
• Proactive, pragmatic, and motivated to improve existing ways of working.
• Passionate about building best-in-class customer experiences and CRM capabilities.