Senior / Lead CRM & Loyalty Consultant

Job title: Senior / Lead CRM & Loyalty Consultant

About the Role We’re looking for a Senior/Lead CRM & Loyalty Consultant to drive CRM strategy, digital transformation, and customer experience for global brands. You will advise, design, and implement CRM initiatives that align with business goals and deliver measurable growth across multiple platforms.

What You'll Do

• Lead consulting projects focused on enhancing capabilities for clients in the CRM domain.
• Develop and implement digital transformation strategies and concepts.
• Take responsibility for significant project components and contribute to larger initiatives.
• Advise clients on their digital roadmap and identify value-generation opportunities.
• Mentor junior consultants and analysts.
• Develop recognized expertise in multiple relevant technologies or topics.
• Manage business backlog items and drive prioritization through value generation.
• Act as a subject matter expert in client pitches and business development activities.
• Conduct requirements engineering and create functional specifications for solutions based on platforms like Adobe, Salesforce, Microsoft Dynamics & Sitecore.
• Document and manage functional/non-functional requirements through various techniques.
• Define and enhance industry-specific business processes.
• Support and consult customers throughout their digital projects, ensuring the best possible customer experience.
• Build the business bridge between internal stakeholders and client stakeholders.
• Collaborate closely with development, UX/Design, and content teams.
• Prepare and facilitate client workshops for idea creation and requirements engineering.
• Stay updated on digital trends and understand their impact on clients’ businesses.

What We're Looking For

• Expertise in multiple CRM platforms with experience in large-scale implementations.
• Proficiency in databases and understanding data structures for CRM projects.
• Cross-industry expertise with experience in global or highly regulated industries.
• CRM configuration & optimization, including workflows and automation.
• Strong stakeholder engagement, including management of C-level stakeholders.
• Project & change management for enterprise-wide CRM implementations.
• Data analytics & reporting, including predictive analytics and AI-driven insights.
• CRM training & documentation, adoption programs, and user engagement.
• Business process mapping and alignment with strategic goals.
• CRM strategy & roadmap development for transformation and global implementations.
• Team player with organizational skills and transparency.

Nice to Have

• Experience working on international projects and cross-functional teams across multiple countries.
• Familiarity with Adobe, Salesforce, Microsoft Dynamics, and Sitecore ecosystems.

Compensation & Benefits

• Hybrid work model with flexible hours and a home office option; in-office presence expected 1 day per week.
• Global collaboration through a large dentsu/Merkle network and access to diverse opportunities and projects.