Customer Engagement Strategist

Role : CRM Strategist (Freelancer)

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 :