Senior CRM Strategy & Customer Journey Specialist – Data-Driven Lifecycle Optimization at brighthush

About brighthush

brighthush is a forward‑thinking, AI‑powered performance marketing agency that partners with high‑growth brands across education, B2B technology, financial services, healthcare, consumer packaged goods, e‑commerce, and more. Our mission is simple: help brands shatter yesterday’s wins by marrying data science, creative brilliance, and relentless experimentation. With a fully remote, 250‑person team spread across the U.S. and Canada, we serve 150+ ambitious clients and are constantly expanding our capabilities to deliver end‑to‑end growth engines that connect acquisition, retention, media, and long‑term customer value.

Why This Role Matters

As a CRM Strategy & Customer Journey Specialist at brighthush, you will be the bridge between strategic insight and technical execution. You will map customer journeys, uncover friction points, and translate data‑driven hypotheses into actionable, platform‑ready recommendations—all without waiting on a dedicated data analyst or engineer. Your work will directly influence how our clients engage, retain, and delight their customers, driving measurable lift in revenue and lifetime value.

Key Responsibilities

• Journey Discovery & Mapping – Facilitate workshops and interviews with clients and internal stakeholders to capture customer goals, behaviors, and pain points across acquisition, onboarding, engagement, retention, and win‑back stages.
• Strategic Analysis – Build current‑state and future‑state journey maps that align customer needs, touchpoints, channels, data, and business objectives.
• Opportunity Identification – Detect friction points, drop‑off moments, and missed opportunities; translate findings into prioritized, measurable recommendations backed by a clear business case.
• Data Validation – Independently query and analyze CRM data in Salesforce Marketing Cloud, Adobe Campaign, and Microsoft Dynamics 365 (SQL, data extensions, workflows, Advanced Find, FetchXML, views, reports) to validate hypotheses, size audiences, and diagnose performance issues.
• Data Health Assessment – Evaluate client CRM data models, flag gaps in capture, quality, or structure, and recommend practical fixes to enable personalization and measurement.
• Segmentation & Personalization – Define audience segmentation strategies and personalization frameworks grounded in lifecycle stage and customer data.
• Implementation Translation – Convert journey strategy into implementation‑ready requirements; configure, build, or adjust journeys, segments, and campaigns within the CRM platform as needed.
• Collaboration with Developers – Partner with CRM specialists and developers to review logic, entry/exit criteria, and decisioning, ensuring builds align with the intended experience.
• Performance Measurement – Define KPIs and measurement plans; analyze performance data and design A/B, holdout, or multivariate tests to prove and improve impact.
• Stakeholder Communication – Present findings and recommendations to internal teams and client stakeholders, translating data insights and technical approaches into clear, actionable language.
• Solution‑Focused Escalation – When issues require architecture‑level or cross‑team decisions, bring a proposed solution rather than just the problem.
• Documentation – Maintain clear, reusable records of journey maps, data findings, and recommendations for future reference.

Essential Qualifications

• 3–5 years of experience in CRM, lifecycle marketing, or customer experience, with hands‑on work in an enterprise CRM or marketing automation platform.
• Proven track record in customer journey mapping from discovery to recommendation.
• Hands‑on expertise 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), plus functional familiarity with at least one other platform.
• Strong ability to independently access, query, and interpret CRM data (SQL, data extensions, Adobe workflows, Dynamics Advanced Find / FetchXML, views) to answer business questions.
• Deep understanding of lifecycle marketing principles; ability to explain journey design rationale, spot misalignments, and propose better approaches.
• Skill in translating strategy into clear implementation requirements and building or adjusting journeys and segments as needed.
• Comfort with data analysis and measurement: defining KPIs, reading performance trends, and designing tests.
• Excellent facilitation, storytelling, and presentation skills; confident in challenging assumptions and advocating for the customer.
• Clear written and verbal communication, including explaining data and technical concepts to non‑technical stakeholders.

Preferred Qualifications

• Hands‑on experience across all three platforms: Salesforce Marketing Cloud (Journey Builder, Automation Studio, AMPscript, SQL), Adobe Campaign / Adobe Journey Optimizer / Adobe Experience Platform, and Microsoft Dynamics 365.
• Experience with customer data platforms (CDPs) and unified customer profiles (e.g., Adobe Real‑Time CDP, Salesforce Data Cloud, Dynamics 365 Customer Insights).
• Proficiency with journey mapping and collaboration tools such as Miro, Figma/FigJam, Lucidchart, or Smaply.
• Familiarity with BI and analytics tools (Power BI, Tableau, Looker, Google Analytics) to complement CRM analysis.
• Background in service design, UX research, or voice‑of‑customer programs.
• Knowledge of email/SMS compliance regulations (CAN‑SPAM, TCPA, CASL) and data privacy laws (GDPR, CCPA).
• CRM experience in telecom or B2C subscription industries.
• Agency‑side or client‑facing consulting experience.

Certifications (Nice to Have)

• Salesforce Marketing Cloud certification (Consultant, Email Specialist, or Developer).
• Adobe Certified Professional or Expert in Adobe Campaign or Adobe Journey Optimizer.
• Microsoft Certified: Dynamics 365 Customer Insights (Journeys) Functional Consultant Associate or equivalent.
• Customer Experience or Journey Mapping certification (e.g., CCXP).
• Experience supporting CRM programs for multiple clients simultaneously.

AI Expectations

At brighthush, proficiency with AI tools is a core requirement, not a bonus. Your success will depend on how effectively you integrate AI into your workflow.

• Continuously experiment with AI tools (ChatGPT, Midjourney, Claude, Perplexity) to accelerate research, data analysis, and strategic framework development.
• Document and share your learnings—prompts, process improvements, and use cases—so the team can benefit and grow together.
• Approach AI with an iterative mindset, refining usage over time; the first idea is rarely the best.
• Embrace discomfort when exploring unfamiliar tools or workflows; growth happens when you stretch beyond routine.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and rapid career progression. As a CRM Specialist, you will:

• Work alongside senior strategists, data scientists, and creative directors, gaining exposure to cross‑functional projects.
• Lead high‑impact initiatives that shape our clients’ customer experience strategies.
• Participate in internal knowledge‑sharing sessions, AI labs, and industry conferences.
• Advance to roles such as Senior CRM Strategist, Lead Customer Experience Architect, or Director of Lifecycle Marketing.

Work Environment & Culture

Our culture is built on four core values:

• No Ego, All In – We step in where needed and focus on outcomes over titles.
• Better Every Day – Feedback is welcomed; we test, learn, and iterate relentlessly.
• Relentless for Results – Activity is meaningful only when it drives business impact.
• Driven by Truth – We challenge assumptions, follow data, and tell clients what they need to hear.

We celebrate diversity, inclusion, and the unique perspectives each team member brings. All hiring processes are accessible, and we provide reasonable accommodations for applicants with disabilities.

Compensation & Benefits

Competitive base salary: $100K USD for U.S. candidates, $100K CAD for Canadian candidates.

• Fully remote across the U.S. & Canada, with a monthly work‑from‑home stipend and Summer Fridays.
• Unlimited PTO (U.S.) and competitive vacation (Canada); generous 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 clear career advancement pathways.

Remote First & Travel

This role is open to U.S. and Canada residents and is fully remote. Occasional travel may be required for company events and team working sessions. We are not currently sponsoring visas.

Ready to Join brighthush?

We’re looking for a curious, proactive specialist who can turn customer insights into tangible, platform‑ready solutions. If you thrive in a fast‑paced, data‑driven environment and want to help brands unlock the full potential of their customer journeys, we’d love to hear from you.

Click the button below to submit your resume and answer a few thoughtful questions. Take your time—your experience and ideas matter more than a perfectly linear career path.

Let’s build something extraordinary together.

AI Hiring Disclaimer

We use AI‑assisted tools to support parts of our hiring process, including resume screening and interview note‑taking or summarization. These tools support, but do not replace, human judgment. All hiring decisions are made by the brighthush hiring team.