[Hiring] CRM Specialist - Strategy & Customer Journey @Level Agency

Role Description

The CRM Specialist - Strategy & Customer Journey is a CRM specialist with a strategic, customer-experience lens who helps Level's clients understand how their customers move through the lifecycle, where that experience breaks down, and what to do about it. This is not a pure strategy role, and it is not a pure build role: we are looking for someone who can map a customer journey with stakeholders in the morning and query the CRM to validate their hypothesis in the afternoon, without waiting on a data analyst or engineer.

Sitting within Level's Martech & Analytics team, this person helps run journey discovery and mapping, identifies friction points and missed opportunities across touchpoints, and turns those insights into prioritized recommendations. They are fluent enough in Salesforce Marketing Cloud, Adobe Campaign, and Microsoft Dynamics 365 to explore customer data directly, size an opportunity, and build or adjust the journeys and segments that bring their recommendations to life.

• Support and help facilitate customer journey discovery with clients and internal teams, including workshops and interviews to understand customer goals, behaviors, and pain points across the lifecycle (acquisition, onboarding, engagement, retention, win-back)
• Build current-state and future-state customer journey maps that connect customer needs, touchpoints, channels, data, and business objectives
• Identify friction points, drop-off moments, and missed opportunities in the customer journey, and translate them into prioritized, measurable recommendations with a clear business case
• Independently explore and query CRM data in Salesforce Marketing Cloud, Adobe Campaign, and/or Microsoft Dynamics 365 to validate hypotheses, size audiences, and diagnose performance issues without relying on a dedicated data expert
• Assess the health of client CRM data and data models, flagging gaps in data capture, quality, or structure that limit personalization or measurement, and recommending practical fixes
• Help define audience segmentation strategies and personalization frameworks grounded in customer data and lifecycle stage
• Translate journey strategy into implementation-ready requirements, and configure, build, or adjust journeys, segments, and campaigns in the CRM platform when needed
• Partner with other CRM specialists and developers on builds, reviewing logic, entry/exit criteria, and decisioning to ensure the build matches the intended experience
• Help define KPIs and measurement plans for journeys and programs, analyze performance, and design tests (A/B, holdout, multivariate) to prove and improve impact
• Present findings and recommendations to internal teams and client stakeholders, explaining the customer insight, the data behind it, and the technical approach in plain language
• Bring a proposed solution, not just the problem, when escalating issues that require architecture-level or cross-team decisions
• Document journey maps, data findings, and recommendations so the team has a clear and reusable record of decisions

Qualifications

• 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 (Classic or Standard) / Adobe Journey Optimizer, or Microsoft Dynamics 365 (Customer Insights - Journeys or Marketing), with working familiarity in at least one other
• Ability to independently access, query, and interpret CRM data to answer business questions without a dedicated analyst
• Strong lifecycle marketing understanding
• Ability to translate strategy into clear implementation requirements, and to build or adjust journeys and segments yourself when needed
• Comfort with data analysis and measurement
• Good facilitation, storytelling, and presentation skills
• Clear written and verbal communication

Requirements

• 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, including hands-on work in an enterprise CRM or marketing automation platform and exposure to journey strategy or customer experience projects

Benefits

• Fully remote across the U.S. & Canada, plus monthly WFH stipend and Summer Fridays
• Generous time off, including unlimited PTO (U.S.), competitive vacation (Canada), and parental/family leave options
• Comprehensive health benefits, mental health support, and company-paid disability & life coverage
• Employer retirement contributions (401(k) in the U.S., RRSP match in Canada)
• Quarterly performance reviews and career advancement opportunities