CRM Specialist - Strategy & Customer Journey

This job posting is available in English and Canadian French. Please scroll down for the French version.

Cette offre d’emploi est disponible en anglais et en français (Canada). Veuillez faire défiler pour la version française.

Remote - U.S. & Canada Only | Full-Time

Compensation

• $100K USD (U.S.-based candidates)
• $100K CAD (Canada-based candidates)

The CRM Specialist - Strategy & Customer Journey is a CRM specialist with a strategic, customer-experience lens who helps Level's clients understand how their customers move through the lifecycle, where that experience breaks down, and what to do about it. This is not a pure strategy role, and it is not a pure build role: we are looking for someone who can map a customer journey with stakeholders in the morning and query the CRM to validate their hypothesis in the afternoon, without waiting on a data analyst or engineer.

About Level

Level Agency is an AI-powered performance marketing agency built for brands ready to shatter yesterday’s wins.

We help complex, high-consideration brands outperform their last result using AI, data science, creativity, and relentless iteration.

We specialize in markets where the stakes are high and the journeys are complex — education, B2B technology, financial services, healthcare, CPG, ecommerce, and more. Our work spans the full performance ecosystem: media planning & buying, performance creative, SEO & AI search, CRM & automation, and advanced analytics.

In 2025, Level acquired BAM Strategy — expanding our capabilities into digital experience, CRM strategy, personalization, and loyalty. The result is a fully integrated growth engine that connects acquisition to retention, media to lifecycle, and performance to long-term customer value.

Today, our 250-person team operates fully remote across the U.S. and Canada, supporting 150+ ambitious brands.

Your Role (and Impact)

Sitting within Level's Martech & Analytics team, this person helps run journey discovery and mapping, identifies friction points and missed opportunities across touchpoints, and turns those insights into prioritized recommendations. They are fluent enough in Salesforce Marketing Cloud, Adobe Campaign, and Microsoft Dynamics 365 to explore customer data directly, size an opportunity, and build or adjust the journeys and segments that bring their recommendations to life. The ideal candidate is a curious, proactive specialist who connects the "why" of the customer experience to the "how" of the platform.

• Support and help facilitate customer journey discovery with clients and internal teams, including workshops and interviews to understand customer goals, behaviors, and pain points across the lifecycle (acquisition, onboarding, engagement, retention, win-back)
• Build current-state and future-state customer journey maps that connect customer needs, touchpoints, channels, data, and business objectives
• Identify friction points, drop-off moments, and missed opportunities in the customer journey, and translate them into prioritized, measurable recommendations with a clear business case
• Independently explore and query CRM data in Salesforce Marketing Cloud, Adobe Campaign, and/or Microsoft Dynamics 365 (e.g., SQL query activities, data extensions, workflows, Advanced Find, FetchXML, views and reports) to validate hypotheses, size audiences, and diagnose performance issues without relying on a dedicated data expert
• Assess the health of client CRM data and data models, flagging gaps in data capture, quality, or structure that limit personalization or measurement, and recommending practical fixes
• Help define audience segmentation strategies and personalization frameworks grounded in customer data and lifecycle stage
• Translate journey strategy into implementation-ready requirements, and configure, build, or adjust journeys, segments, and campaigns in the CRM platform when needed
• Partner with other CRM specialists and developers on builds, reviewing logic, entry/exit criteria, and decisioning to ensure the build matches the intended experience
• Help define KPIs and measurement plans for journeys and programs, analyze performance, and design tests (A/B, holdout, multivariate) to prove and improve impact
• Present findings and recommendations to internal teams and client stakeholders, explaining the customer insight, the data behind it, and the technical approach in plain language
• Bring a proposed solution, not just the problem, when escalating issues that require architecture-level or cross-team decisions
• Document journey maps, data findings, and recommendations so the team has a clear and reusable record of decisions

Skills & Qualifications

Must-Haves:

• 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 (Classic or Standard) / Adobe Journey Optimizer, or Microsoft Dynamics 365 (Customer Insights - Journeys or Marketing), with working familiarity in at least one other

• Ability to independently access, query, and interpret CRM data (e.g., SQL, data extensions, Adobe workflows and queries, Dynamics Advanced Find / FetchXML / views) to answer business questions without a dedicated analyst

• Strong lifecycle marketing understanding: you can explain why a journey is designed a certain way, spot when it isn't serving the customer or the business, and propose a better approach

• Ability to translate strategy into clear implementation requirements, and to build or adjust journeys and segments yourself when needed

• Comfort with data analysis and measurement, including defining KPIs, reading performance trends, and designing tests

• Good facilitation, storytelling, and presentation skills, with the confidence to challenge assumptions and push back on a brief that won't serve the customer

• Clear written and verbal communication, including explaining data and technical concepts to non-technical stakeholders Preferred:

• 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 - Data)

• Experience with journey mapping and collaboration tools (e.g., Miro, Figma/FigJam, Lucidchart, Smaply)

• Familiarity with BI and analytics tools (e.g., Power BI, Tableau, Looker, Google Analytics) to complement CRM analysis

• Background in service design, UX research, or voice-of-customer programs

• Working knowledge of email/SMS compliance regulations (CAN-SPAM, TCPA, CASL) and data privacy (GDPR, CCPA)

• Telecom or B2C subscription-industry CRM experience

• Agency-side or client-facing consulting experience

• Education & Experience

Must-Haves:

• 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, including hands-on work in an enterprise CRM or marketing automation platform and exposure to journey strategy or customer experience projects Preferred:

• Salesforce Marketing Cloud certification (e.g., 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)

• Agency experience supporting CRM programs for multiple clients simultaneously

• AI Expectations

• At Level, proficiency with AI tools is a core part of your role—not a nice-to-have. Your success in this position depends not only on your functional expertise, but also on your ability to actively integrate AI into how you work.

You are expected to:

• Experiment continuously with AI tools (e.g., ChatGPT, Midjourney, Claude, Perplexity) to improve the speed, quality, and impact of your work (e.g., draft briefs, summarize research, analyze data trends, generate initial strategic frameworks, identify patterns in large datasets).

• Proactively document and share what you learn—your prompts, process improvements, and use cases—so others can benefit and we can grow together.

• Approach AI with an iterative mindset, refining how you apply it to your work over time. The first idea is rarely the best; testing, tweaking, and improving is part of the process.

• Lean into discomfort, especially when tools or workflows feel unfamiliar. Growth happens when you're stretching beyond what's comfortable or routine.

• AI is not a shortcut—it’s a skillset. You’re expected to use it as a force multiplier for creativity, strategy, and execution, not as a substitute for thoughtful work. As our tools evolve, your ability to adapt and lead through change will be a key part of your performance and growth at Level.

• Our Core Values

• No Ego, All In

• We don't do "that's not my job." We win together, step in where needed, and care more about the outcome than the org chart.

• Better Every Day

• We want the feedback, even when it stings. We test, learn, adapt, and keep raising the bar.

• Relentless for Results

• Activity is nothing without outcomes. We care about the work that moves the business forward.

• Driven by Truth

• We challenge assumptions, follow the data, and tell clients what they need to hear, not just what is easy to say.

• Perks & Benefits

• At Level, we support our people across the U.S. and Canada with benefits designed to promote flexibility, wellbeing, and long-term growth.

• Fully remote across the U.S. & Canada, plus monthly WFH stipend and Summer Fridays

• Generous time off, including unlimited PTO (U.S.), competitive vacation (Canada), and 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 career advancement opportunities

• Remote First

• 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 unable to sponsor visas at this time.

• Level Is Built on Inclusion

• We celebrate what makes you, you. Level Agency provides reasonable accommodations to applicants with disabilities during the recruitment process. If you require an accommodation, please let us know during your application or interview process.

• Ready to Apply?

• Click below to submit your resume. You'll also answer a few thoughtful questions, so take your time.

• We care more about what you can do than whether your career path was perfectly linear.

• Let's build something 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 Level's hiring team.

• Télétravail, États-Unis et Canada seulement | Temps plein

Rémunération :

• 100 000 $ US (candidats et candidates basés aux États-Unis)

• 100 000 $ CA (candidats et candidates basés au Canada)

• Le poste de spécialiste CRM - Stratégie et parcours client s'adresse à une personne spécialiste du CRM, dotée d'un regard stratégique centré sur l'expérience client, qui aide les clients de Level à comprendre comment leurs clients évoluent tout au long du cycle de vie, à quels endroits cette expérience se dégrade, et quoi faire pour y remédier. Ce n'est ni un rôle purement stratégique, ni un rôle exclusivement axé sur la mise en œuvre technique : nous cherchons une personne c