Senior CRM Strategist in London

Are you LONDON based Senior CRM Strategist / CRM Lead with strong Microsoft Dynamics 365 experience and a B2B agency background?

Jefferson Locke is partnering with a leading B2B marketing agency to appoint a Senior CRM Strategist / CRM Strategy Director to take the strategic lead on a high-value enterprise client and its global lifecycle CRM programme within Microsoft Dynamics 365.

Microsoft Dynamics 365 CRM experience is essential, as is a background within a B2B marketing, digital or communications agency.

This is a senior, highly visible role combining CRM strategy, client counsel, lifecycle marketing and programme leadership. You’ll shape how CRM drives customer engagement, conversion and commercial growth, turning complex business requirements into clear strategies, customer journeys and measurable programmes.

This role is based in LONDON (2 days in the office/WFH) and reports into the Strategy Director.

WHAT YOU'LL OWN

• Act as the senior CRM strategic partner to the client - proactively identifying opportunities, bringing evidence-based recommendations and influencing senior stakeholders across multiple markets
• Develop and own the customer journey blueprint and CRM roadmap, turning workshops and discovery into prioritised opportunities, journey maps and measurable delivery plans that drive conversion, retention and growth
• Design and optimise end-to-end lifecycle journeys across nurture, conversion, upsell and retention
• Lead segmentation, targeting, personalisation, trigger-based journeys and marketing automation within Microsoft Dynamics 365
• Lead strategic client presentations and senior stakeholder conversations, translating complex CRM, customer and data challenges into clear recommendations, decisions and next steps
• Turn complex briefs into strategic proposals and actionable programmes, owning the process from initial scoping through to delivery, measurement and continuous improvement
• Lead multidisciplinary teams across strategy, creative, data, technology and delivery, managing priorities, resources, risks and delivery commitments
• Maintain oversight of scope, deliverables, timelines and commercial commitments, ensuring the client sees clear value from the agency’s work
• Drive improvements across data quality, automation maturity, CRM governance, consent management and operational efficiency, ensuring programmes meet GDPR requirements
• Use customer data, performance insight and testing to continually optimise journeys, messaging and targeting - connecting CRM activity to conversion, revenue and measurable commercial outcomes

CORE SKILLS & REQUIREMENTS

• Strong Microsoft Dynamics 365 CRM experience (ESSENTIAL)
• Proven experience as a Senior CRM Strategist, CRM Strategy Director, CRM Lead or Digital Director within a B2B marketing, digital or communications agency (ESSENTIAL)
• Deep expertise across CRM strategy, lifecycle marketing, customer journey design, segmentation, personalisation and marketing automation
• Experience leading complex, multi-market CRM programmes and senior enterprise client relationships
• The confidence to advise, challenge and influence senior stakeholders, bringing proactive ideas and recommendations rather than simply responding to briefs
• A track record of turning CRM strategy into programmes that deliver measurable commercial results
• Experience leading cross-functional teams across strategy, creative, data and technology
• Additional experience with Salesforce or other enterprise CRM/MarTech platforms would be valuable
• The ability to combine big-picture strategic thinking with hands‑on programme leadership

WHY THIS OPPORTUNITY?

• This is an opportunity to take real ownership and influence.
• You’ll lead the CRM agenda for a major global enterprise client, shape sophisticated lifecycle and customer journey programmes within Microsoft Dynamics 365, and work closely with the agency’s Head of Strategy to make a measurable impact on customer experience, conversion and commercial growth.

If you’re a Senior CRM Strategist/ CRM Strategy Director/Digital Director from the B2B agency world with strong Microsoft Dynamics 365 experience and you’re looking for greater ownership, visibility and strategic influence, we’d love to hear from you.

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