VP CRM Orchestration

Merge Storytelling and Technology

We bring together the minds and passions of creative pioneers, tech innovators, and data explorers to help ambitious clients solve business challenges and rise to the top. MERGE has enduring client partnerships with American Express, T-Mobile, LG, Subway, Kate Spade NY, Coach, The North Face, Meta, Adobe, BlueCross BlueShield, Abbott, Astellas, Supernus, CSL, GE Healthcare, Broward Health, Indiana University Health, Nationwide, and Morgan Stanley. With offices in Atlanta, Boston, Chicago, Denver, Kansas City, Montreal, New York City and Los Angeles. MERGE uses a talent-to-task process that enables clients to think higher and feel deeper about their customers. 

Promote Health, Wellness & Happiness

We are committed to promoting health, wellness and happiness in the world by partnering with purpose-driven clients in purpose-driven industries in healthcare, life science, and consumer products. Our deep vertical expertise and category insights stem from decade-long partnerships with our top clients.

Emerge to the Top of Your Career

At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage their minds and hearts to do the best work of their careers.

As our VP, CRM Experience Orchestration you will….

Be a pivotal leader within our Experience Technology practice, overseeing the strategic integration and execution of Customer Relationship Management (CRM) programs, leveraging Salesforce and Adobe platforms. This role will focus on enhancing client engagement strategies, ensuring seamless customer experiences, and driving data-driven decision-making across channels. You will lead a multidisciplinary team, working closely with clients to optimize their CRM ecosystems and deliver measurable business outcomes.

Accountable and Responsible

• Strategic and Thought Leadership
• Develop and execute a comprehensive CRM orchestration strategy that aligns with MERGE’s goals and client objectives.
• Stay ahead of industry trends and emerging technologies, ensuring the agency remains at the forefront of CRM innovation and activation.
• Represent the agency in industry forums, conferences, and thought leadership initiatives.
• Publish articles, white papers, and case studies to showcase successful CRM implementations and insights.
• CRM Platform Expertise
• Orchestrate sophisticated, data-driven contact strategies that guide customers through personalized journeys across channels (i.e. email, SMS, web, apps, paid media, etc.), ensuring each interaction is relevant, engaging, and aligned with the overall customer experience vision and brand guidelines.
• Lead the design, implementation, and optimization of Salesforce and Adobe-based CRM solutions.
• Ensure the integration of CRM systems with other marketing technologies to create a cohesive ecosystem.
• Business Development and Client Engagement
• Collaborate with sales and marketing teams to identify new business opportunities and expand the agency’s CRM services.
• Participate in proposal development and client presentations, showcasing the agency’s expertise in CRM orchestration.
• Serve as the primary advisor to clients on CRM strategies, helping them leverage Salesforce and Adobe tools for maximum impact.
• Foster long-term client relationships by delivering exceptional service and driving continuous improvement in CRM performance.
• Team Management and Project Oversight
• Build, manage, and mentor a team of CRM professionals, including architects, analysts, and developers.
• Cultivate a collaborative and innovative team culture that emphasizes excellence and continuous learning.
• Oversee the planning, execution, and delivery of CRM projects, ensuring they are completed on time, within budget, and to the highest quality standards.
• Implement robust project management practices to streamline workflows and enhance efficiency.
• Apply Data-Driven Insights
• Utilize data analytics to monitor CRM performance, customer behaviors, and campaign effectiveness.
• Translate data insights into actionable recommendations for clients to enhance customer engagement and ROI.

These are the qualifications we’re looking

• 7-10 years of experience in omnichannel marketing, marketing automation, CRM, or a related field within a consulting or agency setting
• Bachelor's degree in Marketing, Business, or a related field
• Proven ability to translate customer insights and business requirements into actionable 1:1 c