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.
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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…