CRM Strategy Resume Sample

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Rosetta Bergnaum
2467 Buck Avenue,  Boston, MA
+1 (555) 828 1508

Work Experience

Director, CRM & Email Strategy
11/2015 - PRESENT
New York, NY
  • Creates and maintains a formal process to update and share findings with cross-functional partners in each brand on health of the customer KPI’s, marketing + loyalty performance, opportunities for change, and next steps
  • Hands on data analytics experience; data mining experience
  • Strong understanding of database structures and customer segmentation
  • Possesses a natural curiosity, an interest in learning and digging through data to derive insights. A problem solver
  • Excellent communication and presentation skills with the ability to translate complex data into stories and insights for C-Suite
  • Influence and express a point of view as an SME on CRM integrated program development
  • Direct reporting management experience; strong leadership, coaching and mentoring skills
  • Leads our CRM, strategy and consumer insight teams in order to “connect the dots’ between these three critical areas within the marketing organization
CRM Strategy
11/2009 - 09/2015
Dallas, TX
  • Bring thought leadership to the business around customer lifecycle management and to stand the team up to be the ‘customer expert’. This includes, but is not limited to, analyzing competitor integrated CRM programs including the development of counter strategies and initiatives as well as identifying best practice methods of understanding and driving business performance
  • Manage and lead resources assigned to projects that are responsible for the implementation of cloud solutions designed to enhance the customer experience
  • Oversees and is accountable for the strategy of all CRM campaigns and programs
  • Defines and plans CRM strategy, programs and campaigns
  • Provides input into the CRM operating budget and oversees the effective distribution and usage of marketing dollars (utilizing digital performance analytics, marketing attribution models, and marketing mix models)
  • Establishes, leads and develops a team of CRM campaign strategists that shape the current and future campaign strategy and customer experience. Ensures that digital capabilities are leveraged along with customer’s preferences for online adoption
  • Partners with key internal partners in the strategy of all CRM campaigns (e.g. Brand Marketing, Customer Experience, Customer Care, Digital Performance, Digital Content, Revenue Management, affiliate marketing, etc.). Forges a strong partnership with the Brand Marketing team to ensure the brand strategy is effectively translated and executed
  • Defines the overall CRM campaign calendar and monitors collision control for all campaigns and programs. Collaborates with other teams to define the channel plans/tactic mix, calendars, content, offer rules, etc. to ensure consistency with integrated strategy and plan
Internship / Student Strategy CRM Solutions
12/2002 - 08/2009
Los Angeles, CA
  • Proven ability to build relationships with constituents, including: clients, internal teams, and consulting partners
  • Collaborate with sales during the presales/discovery stage to research and understand client business challenges and drive towards value added solutions
  • Manage and lead resources assigned to project that are responsible for the implementation of cloud solutions designed to enhance the client experience
  • Progressive and professional experience leading/supporting sales, service and marketing transformation for large scale global projects spanning multiple vertical markets
  • Experience with challenging current thought process and status quo of business stakeholders regardless of the audience
  • Possess the ability to influence various stakeholders and strategic direction without direct control/authority
  • Executive level communication skills and experience interacting with various levels of stakeholders
  • Work from home and travel up to 80%
  • Lead the development of Experian’s customer journey, communications and engagement strategies across identified segments and its execution within the business


Colorado State University - Global Campus
1996 - 2001
Bachelor's Degree in Marketing

Professional Skills

  • Excellent communication skills (verbal, written, wiki and white-boarding)
  • Strong cross-functional governance skills
  • Strong technical familiarity of marketing platforms and experience with back end technologies and reporting infrastructures
  • Experience with and passion for customer experiences that ensure
  • Strong track record in planning strong cross-channel customer journeys
  • Experience with major Email Service Providers or CRM platform is required. Preferably Exact Target experience
  • Related experience in software development with demonstrated achievements and progressive responsibilities.

How to write CRM Strategy Resume

CRM Strategy role is responsible for database, training, credit, marketing, reporting, design, research, digital, travel, software.
To write great resume for crm strategy job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For CRM Strategy Resume

The section contact information is important in your crm strategy resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your CRM Strategy Resume

The section work experience is an essential part of your crm strategy resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous crm strategy responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular crm strategy position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative CRM Strategy resume experience can include:

  • Drives development of a clear CRM campaign strategy and direction for loyalty members and non-members across all brands (Hertz, Dollar, Thrifty, Firefly) using outputs from previous campaign results as well as inputs from other digital teams, internal partners, key agencies, customer behavior, and competitive intelligence
  • Drives the planning for CRM campaigns covering the full messaging portfolio including promotional, nurturing, service & transactional, loyalty, and inbound marketing in alignment with the customer acquisition, nurturing, and retention strategies and revenue goals
  • Collaborates closely with the CRM Operations team to ensure campaigns are executed effectively
  • Manages offer framework (offer matrix, priority rules, decision hierarchy, audience selection) for marketing automation tools across all channels
  • Proven history of business leadership and working with a wide variety of stakeholders
  • Experience and keen interest in database management

Education on a CRM Strategy Resume

Make sure to make education a priority on your crm strategy resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your crm strategy experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in CRM Strategy Resume

When listing skills on your crm strategy resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical crm strategy skills:

  • Experience in testing techniques such as A/B and multivariate testing
  • Experience managing marketing budgets, projects and agencies
  • Deep digital (email, web, social media, app, SMS, etc.) marketing experience with a focus on CRM
  • Experience developing APIs to connect data sources
  • Strong understanding of CRM channels, strategies, and best practices
  • Proven entrepreneurial mindset and innovative thinking

List of Typical Skills For a CRM Strategy Resume


Skills For Director, CRM & Email Strategy Resume

  • Demonstrated ability to lead, mentor and grow channel management professionals while working across complex organizations in an environment of change
  • Experience in CRM, with a focus on data driven, personalized marketing content. Background in entertainment or related fields is desired
  • Hands-on experience with email marketing to a large-scale consumer base, with an ability to handle multiple campaigns across email and push simultaneously
  • Demonstrated ability to develop segmentation strategies and drive automation and personalization programs at scale
  • Hands-on experience with CRM platforms (e.g. Salesforce)
  • HTML / CSS experience

Skills For Manager CRM Systems Strategy & Projects Resume

  • Marketing experience
  • Well versed in rapidly evolving digital marketing space; marketing technologist familiar with cutting edge products
  • Proficient in deriving insights from digital analytics and applying to CRM campaigns
  • Defining and managing CRM campaigns and programs
  • Sonos is continuously driving loyalty, brand love, repeat purchase, and advocacy
  • Quantitative expertise to form a deep understanding of what drives owner engagement and why

Skills For VP, CRM, Strategy & Insight Resume

  • Care deeply about finding the most efficient and creative ways to drive brand advocacy
  • In-depth understanding of customer journeys and communications touch points
  • High proficiency in CRM KPIs, analytics, testing and optimization
  • Take complicated subject matter present it to Senior Management in a clear, concise and complete manner which facilitates executive decision making
  • Evaluate email & mobile metrics to influence strategic marketing decisions
  • Passionate about music and technology

Skills For Manager, CRM Strategy Resume

  • Keen sense of wit
  • Translate strategy into projects and drive project execution
  • Develop individuals and teams
  • Interface with systems professionals in order to develop/refine decision support systems and ensure data integrity
  • Knowledge of databases and data structures to manage campaigns
  • Understanding of retention and how to measure and manage programs. Knowledge of statistical analysis. Ability to test programs and make decisions based upon data derived from tests
  • Knowledge and understanding of the ways in which technology enables marketing and the ability to use technology to thread the customer journey across multiple channels
  • Proven subject matter expert in email marketing required

Skills For Director, CRM Strategy Resume

  • Experience developing cross-channel strategy in order to achieve aggressive customer acquisition and retention KPIs
  • Experience with campaign automation platforms highly desired
  • Agency or client-sized management experience required
  • Manage contact strategies, segmentation and creative briefs, delivery of creative, and campaign wrap-ups to determine next steps
  • Functional knowledge of Agile Sprint methodology
  • Experience with website design, mobile design, user experience flows, user experience design, digital requirements management, customer experience, and digital marketing
  • Strong understanding and experience with A/B and MVT testing applied to CRM campaigns and programs
  • Experience with CRM tactics and KPIs
  • Lead CRM forecasting and reporting

Skills For Director CRM Strategy Resume

  • Defines segment targeting and contact strategies, detailing needs-based, cross-channel customer journeys
  • Collaborates with agency partners to understand campaign best practices and cutting edge thinking
  • Working on Agile delivery methodology projects
  • Broaden the team's impact by actively influencing other senior leaders
  • Aligns the digital roadmap with the Marketing Customer Contact strategy
  • Defines marketing programs synchronized along customer lifecycle & intimate and relevant customer dialogues
  • Develops and manages micro-segment marketing programs and campaigns that monetize high potential customer relationships

Skills For CRM / Salesforce Strategy Manager Resume

  • Sets the overall marketing strategy for each channel (email, direct mail, SMS, mobile, website, affiliates, storefront banner ads, agent desktop)
  • Experience leading efforts for marketing technology evaluations, which involves identifying a weighted feature matrix for a specific need and evaluating and scoring products against the desired features; research activities include readings, proof-of-concepts (POCs), and lab testing
  • Exceptional customer focus (both internal and external)
  • Partner with Product, Platforms and Insights teams to identify and implement marketing system improvements and automation, and prioritize the omni-channel CRM dev roadmap
  • Creatively execute CRM campaigns that drive brand loyalty and advocacy

Skills For Senior Manager CRM Strategy Resume

  • Define new engagement-based KPIs to grow and maintain our owner base
  • Defines consistent event-based contact rules across brands and channels
  • Manages test and learn capabilities for campaign improvement across channels collaborating closely with the Digital Performance team leveraging both A/B and multivariate testing
  • Oversees the writing of creative briefs for campaigns and works with Creative Production team to develop the campaign creative
  • Implement best practices, such as personalization, segmentation & testing

Skills For VP, Omni Channel CRM & Data Strategy Resume

  • Deliver market-leading, best practice driven CRM programs, from Welcome, Nurture, to tiered / segmented retention campaigns
  • Translates the campaign strategy into a detailed campaign plan and calendar that is handed over to the CRM Operations team for execution
  • Drives regular communications with the CRM Operations team to track status and measurement and align campaign execution to campaign strategy
  • Provides final approvals on campaigns as needed
  • Collaborates closely with the Digital Creative Production and Content teams
  • Support Senior Director on CRM strategy for Fandango’s Family Of Brands
  • Plan, produce and oversee execution of CRM programs

Skills For Manager of CRM Strategy Resume

  • Report on insights, test results next steps
  • Manage all relevant Offers, Promotions, Content & Creative
  • Develop & implement sales, migration and engagement strategies and plans to monetize the Fandango database across lines of business
  • And stakeholders worldwide

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