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As the Director of CX (Customer Experience - CRM & CRO), you will serve as a strategic powerhouse driving revenue growth and customer lifetime value for our clients. Sitting at the intersection of audience strategy, data-driven journey design, and conversion technology, you will craft end-to-end digital experiences that transform B2B & B2C experiences.
In this dual-impact role, you will lead high-touch billable client programs while partnering closely with growth and pitch teams to win new business. If you are experienced with mapping holistic customer journeys, leveraging retention platforms, and scaling experiment-led CRO frameworks, this position offers an extraordinary platform to influence client growth and shape our agency’s strategic offering.
What You Will Do
Architect Audience & Journey Strategies: Design holistic, multi-channel customer lifecycle strategies - spanning acquisition, onboarding, retention, and win-back - that align business objectives with seamless user experiences for our clients.
Lead Web Experimentation & CRO Programs: Direct data-driven CRO frameworks, establishing hypotheses, test structures, and behavioral analysis (using A/B testing, heatmapping, and funnel analytics) to continuously lift digital conversion rates.
Lead CRM Programs: Define comprehensive channel and CRM use case strategies, lifecycle frameworks, and engagement models that maximize customer retention and lifetime value across marketing channels. Utilize and build CRM blueprints to drive data-driven experiences and journeys.
Translate Insights into Business Impact: Translate complex behavioral data, audience segmentation, and testing analytics into clear, executive-level strategic narratives and actionable client roadmaps.
Drive New Business & Growth Pursuits: Act as the subject matter expert during organic pitches and strategic business pursuits, articulating high-impact CRM and CRO visions that win new accounts and expand existing client engagements.
Bridge Strategy with MarTech Capabilities: Work with technical and analytics SMEs to evaluate, implement, and leverage key marketing technology platforms to ensure seamless strategic execution. Build roadmaps to value.
Champion End-to-End User Experience: Connect top-of-funnel conversion mechanics with long-term CRM retention pathways, ensuring every digital touchpoint delivers a cohesive, frictionless experience for the audience.
Qualifications
Experience: 7+ years of experience leading CRM, retention marketing, and CRO strategies within a digital agency, consultancy, or high-growth marketing environment.
Strategic Expertise: Proven track record of developing audience segmentation models, lifecycle mapping, and full-funnel experience strategies that measurably drive conversion rates and Customer Lifetime Value (CLV).
Technical Familiarity: Salesforce certification. Broad working knowledge of enterprise CRM/lifecycle platforms (Salesforce Marketing Cloud, Microsoft Dynamics 365, HubSpot) and testing/analytics tools (Optimizely, VWO, Google Analytics 4, Hotjar).
Growth & Pitch Savvy: Demonstrated experience contributing to new business pursuits, leading client presentations, and packaging strategic services into compelling client proposals.
Data-Driven Storytelling: Exceptional ability to synthesize quantitative behavioral data and qualitative insights into high-impact visual stories and executive presentations.
Cross-Functional Collaboration: Comfortable collaborating across media, creative, engineering, and data analytics teams to translate big-picture strategy into technical realization.
Education: Bachelor’s degree in Marketing, Business, Analytics, Communications, or equivalent practical experience.
Skills Required
- 7+ years leading CRM, retention marketing, and CRO strategies in a digital agency, consultancy, or high-growth marketing environment
- Experience developing audience segmentation models, lifecycle mapping, and full-funnel experience strategies that drive conversion rates and customer lifetime value
- Salesforce certification
- Working knowledge of Salesforce Marketing Cloud, Microsoft Dynamics 365, and HubSpot
- Working knowledge of Optimizely, VWO, Google Analytics 4, and Hotjar
- Experience contributing to new business pursuits, leading client presentations, and packaging strategic services into client proposals
- Ability to synthesize quantitative behavioral data and qualitative insights into visual stories and executive presentations
- Ability to collaborate across media, creative, engineering, and data analytics teams
- Bachelor's degree in Marketing, Business, Analytics, or Communications, or equivalent practical experience
Jellyfish (jellyfish.com) Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Jellyfish (jellyfish.com) and has not been reviewed or approved by Jellyfish (jellyfish.com).
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Leave & Time Off Breadth — Feedback suggests PTO and holidays are generous, with occasional extra company-wide days and some rollover flexibility. This breadth of time off is often viewed as a standout element of the package.
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Flexible Benefits — Feedback suggests hybrid/remote options and flexible work arrangements are meaningfully available. Job materials and role descriptions underline the ability to work away from the office part of the time.
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Retirement Support — Feedback suggests a 401(k) with a company match is available in the U.S. Some accounts describe the match as strong for the agency market, with immediate vesting noted.
Jellyfish (jellyfish.com) Insights
What We Do
Jellyfish is a new kind of marketing performance company for the platform world, where success demands a creative, multi-platform mindset. We help brands thrive, by navigating, connecting, and harnessing the platforms that drive growth. We’re more than the same logo over every door. Our unique global structure combines platform understanding with tech, media, creativity, and data expertise. We make amazing things happen at the pace the platforms demand. We’re proud to help shape the future of some of the world’s best brands - from ecommerce and CPG, to entertainment and gaming. Our unique, decade-long, multi-region Google partnership delivers across GMP, Cloud, and Training. We’re a Salesforce Consulting Partner, and one of the industry’s most extensively certified teams across Amazon. We can help you unlock your full potential across Meta technologies across the globe. Including training, creative, paid social, and analytics We know how important it is to find, develop, and deploy the best digital talent. So we’re equally passionate about giving our talent a platform to perform, which everyone can shape and make their own as they progress. From nurturing diverse new talent within our Jellyfish Academy, to investing in proprietary technology that can cast and connect the best teams, globally and seamlessly. If you want to find out more about our latest career opportunities - wherever you are in the world - do get in touch.
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