CRM Specialist – Strategy, Customer Journey

Level Agency

. Support and facilitate customer journey discovery through client and internal workshops and interviews .

Posted 10/20/2026full-timeRemote • Canada, United StatesMid-LevelSenior💰 $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer journey mapping and lifecycle marketing, with a strong ability to analyze CRM data and translate insights into actionable strategies. Proficient in configuring CRM journeys and campaigns while effectively communicating findings to stakeholders.

Highest-signal resume keywords

Customer Journey MappingCRM Data AnalysisSalesforce Marketing CloudLifecycle MarketingKPI Definition and Measurement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLData ExtensionsAdobe CampaignAdobe Journey OptimizerMicrosoft Dynamics 365Audience SegmentationA/B TestingData AnalysisJourney Strategy ImplementationPerformance Trend Analysis

Soft Skills

FacilitationStorytellingPresentation SkillsClear Communication

Tools & Technologies

CRM PlatformsMarketing Automation ToolsAI Tools

Industry Keywords

Customer ExperienceJourney StrategyData-Model HealthPersonalization FrameworksEnterprise CRM

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Support and facilitate customer journey discovery through client and internal workshops and interviews
Build current-state and future-state customer journey maps
Identify friction points, drop-off moments, and missed opportunities
Translate insights into prioritized, measurable recommendations with business cases
Query CRM data to validate hypotheses, size audiences, and diagnose performance issues
Assess CRM data and data-model health and recommend practical fixes
Define audience segmentation strategies and personalization frameworks
Translate journey strategy into implementation-ready requirements
Configure, build, or adjust CRM journeys, segments, and campaigns
Partner with CRM specialists and developers to review build logic, entry/exit criteria, and decisioning
Define KPIs and measurement plans, analyze performance, and design A/B, holdout, and multivariate tests
Present findings and recommendations to internal teams and client stakeholders
Propose solutions for architecture-level or cross-team issues
Document journey maps, data findings, and recommendations
Experiment with AI tools, document learnings, and share use cases

Requirements

What you’ll need

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 / Adobe Journey Optimizer, or Microsoft Dynamics 365, with working familiarity in at least one other
Ability to independently access, query, and interpret CRM data using SQL, data extensions, Adobe workflows and queries, Advanced Find, FetchXML, or views
Strong lifecycle marketing understanding
Ability to translate strategy into implementation requirements and build or adjust journeys and segments
Comfort with data analysis and measurement, including defining KPIs, reading performance trends, and designing tests
Good facilitation, storytelling, and presentation skills
Clear written and verbal communication
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
Hands-on work in an enterprise CRM or marketing automation platform
Exposure to journey strategy or customer experience projects
Ability to use AI tools as part of the role
Must reside in the United States or Canada
Visa sponsorship is unavailable

Benefits

Comp & perks

Fully remote across the U.S. & Canada
Monthly WFH stipend
Summer Fridays
Unlimited PTO (U.S.)
Competitive vacation (Canada)
Parental/family leave options
Comprehensive health benefits
Mental health support
Company-paid disability and life coverage
Employer retirement contributions: 401(k) in the U.S. and RRSP match in Canada
Quarterly performance reviews
Career advancement opportunities