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Jellyfish is seeking a Director of Customer Experience (CRM & CRO) to lead strategic customer lifecycle and conversion optimization initiatives for enterprise clients. This is a dual-impact role combining high-touch billable client delivery with new business development.
You will architect end-to-end customer journey strategies spanning acquisition, onboarding, retention, and win-back across B2B and B2C channels. You'll direct data-driven CRO (conversion rate optimization) programs using A/B testing, heatmapping, and funnel analytics to continuously improve digital conversion rates. You'll define comprehensive CRM strategies, lifecycle frameworks, and engagement models that maximize customer retention and lifetime value, building and leveraging CRM blueprints to drive data-driven experiences.
Key responsibilities include translating complex behavioral data and testing analytics into executive-level strategic narratives and actionable client roadmaps. You'll act as a subject matter expert during new business pitches and strategic pursuits, articulating high-impact CRM and CRO visions to win new accounts and expand existing engagements. You'll bridge strategy with marketing technology by evaluating, implementing, and leveraging key platforms (Salesforce Marketing Cloud, HubSpot, Optimizely, etc.) and building roadmaps to value. Throughout, you'll champion end-to-end user experience, connecting top-of-funnel conversion mechanics with long-term CRM retention pathways.
You'll collaborate cross-functionally with media, creative, engineering, and data analytics teams to translate big-picture strategy into technical execution.
QUALIFICATIONS:
- 7+ years leading CRM, retention marketing, and CRO strategies within a digital agency, consultancy, or high-growth marketing environment
- Proven track record developing audience segmentation models, lifecycle mapping, and full-funnel experience strategies that measurably drive conversion rates and Customer Lifetime Value (CLV)
- Salesforce certification required
- 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)
- Demonstrated experience contributing to new business pursuits, leading client presentations, and packaging strategic services into compelling proposals
- Exceptional ability to synthesize quantitative behavioral data and qualitative insights into high-impact visual stories and executive presentations
- Comfortable collaborating across cross-functional teams
- Bachelor's degree in Marketing, Business, Analytics, Communications, or equivalent practical experience
