Strategic CRM Specialist – Customer Journey Mapping, Lifecycle Optimization & AI‑Driven Insights at brighthush

About brighthush

brighthush is a forward‑thinking, AI‑powered performance marketing agency that partners with brands that are ready to break through yesterday’s limits. With a focus on high‑stakes, complex markets—education, B2B technology, financial services, healthcare, consumer packaged goods, e‑commerce, and more—brighthush delivers a full spectrum of performance solutions: media planning & buying, performance creative, SEO & AI search, CRM & automation, and advanced analytics. In 2025, brighthush expanded its digital experience capabilities by acquiring BAM Strategy, creating a fully integrated growth engine that connects acquisition to retention, media to lifecycle, and performance to long‑term customer value.

Our 250‑person, fully remote team spans the U.S. and Canada and serves over 150 ambitious brands. We thrive on curiosity, relentless experimentation, and a culture that values data‑driven truth over ego. If you’re passionate about turning customer insights into measurable impact, brighthush is the place to amplify your expertise.

Position Overview

As a Strategic CRM Specialist on brighthush’s Martech & Analytics team, you will be the bridge between customer‑experience strategy and technical execution. Your day will start with collaborative workshops to map customer journeys, then shift to hands‑on data interrogation across Salesforce Marketing Cloud, Adobe Campaign, and Microsoft Dynamics 365 to validate hypotheses and uncover opportunities—all without waiting for a dedicated data analyst.

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.
• Current‑ and Future‑State Journey Design: Build detailed 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‑Driven Validation: Independently query CRM data—SQL, data extensions, Adobe workflows, Dynamics Advanced Find/FetchXML—to size audiences, diagnose performance issues, and confirm hypotheses.
• Data Health Assessment: Evaluate the quality, completeness, and structure of client CRM data; flag gaps and propose practical fixes to enable personalization and measurement.
• Segmentation & Personalization Strategy: Define audience segmentation frameworks and personalization tactics grounded in lifecycle stage and customer data.
• Implementation & Build Support: Translate strategy into clear implementation requirements; configure, build, or adjust journeys, segments, and campaigns within the CRM platform as needed.
• Collaboration with Developers: Work closely with CRM specialists and developers to review logic, entry/exit criteria, and decision rules, ensuring builds match the intended experience.
• Performance Measurement & Testing: Define KPIs and measurement plans; analyze performance 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 plain language.
• Solution‑Focused Escalation: When issues require architecture‑level or cross‑team decisions, propose actionable solutions rather than merely highlighting problems.
• Documentation & Knowledge Sharing: Record journey maps, data insights, and recommendations to create a reusable decision‑making repository for the team.

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 actionable recommendations.
• 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 a second platform.
• Strong ability to independently access, query, and interpret CRM data (SQL, data extensions, Adobe workflows, Dynamics Advanced Find/FetchXML, views, and reports) to answer business questions without a dedicated analyst.
• Deep understanding of lifecycle marketing principles; ability to explain why a journey is designed a certain way and propose better approaches.
• Capability to translate strategy into clear implementation requirements and to build or adjust journeys and segments yourself.
• Comfort with data analysis and measurement—defining KPIs, reading performance trends, and designing tests.
• Excellent facilitation, storytelling, and presentation skills; confidence to challenge assumptions and advocate 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 supporting multiple CRM programs simultaneously.
• Certifications: Salesforce Marketing Cloud (Consultant, Email Specialist, or Developer), Adobe Certified Professional/Expert in Adobe Campaign or Adobe Journey Optimizer, Microsoft Certified: Dynamics 365 Customer Insights (Journeys) Functional Consultant Associate, or equivalent customer‑experience certifications (e.g., CCXP).

AI‑Powered Mindset

At brighthush, AI proficiency is not a nice‑to‑have—it’s a core competency. Your success will hinge on how effectively you integrate AI tools into your workflow:

• Continuously experiment with AI platforms (ChatGPT, Midjourney, Claude, Perplexity) to accelerate research, data trend analysis, and strategic framework development.
• Document and share your AI prompts, process improvements, and use cases so the entire team can benefit.
• Approach AI with an iterative mindset—refine and improve your methods over time.
• Embrace discomfort when exploring new tools; growth happens when you step outside routine.
• Use AI as a force multiplier for creativity, strategy, and execution—not as a shortcut that replaces thoughtful work.

Career Growth & Learning Opportunities

At brighthush, you’ll have the chance to:

• Lead cross‑functional projects that span acquisition, retention, and loyalty, gaining exposure to the entire performance ecosystem.
• Mentor junior team members and share best practices across platforms.
• Participate in continuous learning—certification programs, internal workshops, and industry conferences.
• Shape the future of brighthush’s CRM strategy, influencing how we serve 150+ brands worldwide.
• Advance into senior leadership roles—Director of CRM Strategy, Head of Customer Experience, or VP of Martech—based on performance and impact.

Work Environment & Culture

brighthush is a fully remote, inclusive, and collaborative environment. We celebrate diversity, encourage open dialogue, and foster a culture of “No Ego, All In.” Our core values—Better Every Day, Relentless for Results, Driven by Truth—guide every decision and interaction. You’ll work alongside a talented, multidisciplinary team that values data, creativity, and continuous improvement.

Compensation & Benefits

Competitive base salary: $100K USD (U.S. candidates) or $100K CAD (Canada candidates). In addition, we offer:

• Unlimited paid time off (U.S.) and competitive vacation (Canada) plus parental/family leave.
• Monthly work‑from‑home stipend and “Summer Fridays” for a refreshed work rhythm.
• 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.
• Access to cutting‑edge AI tools, industry events, and continuous professional development.

Ready to Join brighthush?

If you’re a curious, proactive specialist who can turn customer insights into measurable impact—without waiting on a data analyst—brighthush invites you to apply. We value what you can do over a linear career path. Let’s build something extraordinary together.

Apply now and become a pivotal part of brighthush’s mission to redefine performance marketing through data, AI, and relentless experimentation.