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Level Agency
Level Agency
51 – 200 Employees
B2BMarketingMedia
Level Agency is a Pittsburgh-based performance marketing agency that helps organizations turn advertising into measurable customer action. Its work spans performance media planning and buying, data-led strategy, content creation, and marketing automation for clients in education, e-commerce, B2B, and financial services. Teams use testing and analytics to improve return on ad spend, build market share, and strengthen customer loyalty, adapting campaigns as they learn what works.
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CRM Specialist, Customer Journey Strategy

Shape and improve customer journeys at Level Agency, an AI-powered performance marketing agency. Use CRM data to develop lifecycle strategies for clients across the United States and Canada.

CACanadaUSUnited States
$100,000 / year
RemoteFull-timeMiddleSeniorEnglish RequiredFrench RequiredCustomer SuccessCustomer Success Manager
CloudSQL

Description

  • Facilitate customer journey discovery through client and internal workshops and interviews.
  • Create maps of current and proposed customer journeys.
  • Spot journey friction, drop-offs, and missed opportunities.
  • Turn findings into prioritized, measurable recommendations supported by business cases.
  • Query CRM data to test hypotheses, estimate audience sizes, and investigate performance issues.
  • Review CRM data and model quality, then recommend practical improvements.
  • Develop audience segmentation strategies and personalization frameworks.
  • Convert journey strategies into requirements ready for implementation.
  • Set up and refine CRM journeys, audience segments, and campaigns.
  • Work with CRM specialists and developers to review build logic, entry and exit criteria, and decision rules.
  • Set KPIs and measurement plans, assess results, and design A/B, holdout, and multivariate tests.
  • Share findings and recommendations with internal teams and client stakeholders.
  • Recommend ways to address architectural and cross-team challenges.
  • Record journey maps, data findings, and recommendations.
  • Try AI tools, document what you learn, and share practical use cases.

Requirements

  • Experience supporting customer journey mapping or customer experience projects, from discovery through recommendations.
  • Practical experience with at least one of Salesforce Marketing Cloud, Adobe Campaign or Adobe Journey Optimizer, or Microsoft Dynamics 365, and working familiarity with at least one other platform.
  • Ability to access, query, and interpret CRM data independently using SQL, data extensions, Adobe workflows and queries, Advanced Find, FetchXML, or views.
  • Strong knowledge of lifecycle marketing.
  • Ability to turn strategy into implementation requirements and build or refine journeys and segments.
  • Comfort with data analysis and measurement, including setting KPIs, interpreting performance trends, and designing tests.
  • Strong facilitation, storytelling, and presentation skills.
  • Clear written and spoken communication.
  • Bachelor’s degree in Marketing, Information Systems, Business, Computer Science, or a related field, or four additional years of equivalent professional experience.
  • Three to five years of experience in CRM, lifecycle marketing, or customer experience.
  • Practical experience with an enterprise CRM or marketing automation platform.
  • Exposure to journey strategy or customer experience projects.
  • Ability to use AI tools in the role.
  • Must live in the United States or Canada.
  • Visa sponsorship is not available.

Benefits

  • Fully remote work in the United States and Canada.
  • Monthly work-from-home stipend.
  • Summer Fridays.
  • Unlimited paid time off in the United States.
  • Competitive vacation allowance in Canada.
  • Parental and family leave options.
  • Comprehensive health benefits.
  • Mental health support.
  • Company-paid disability and life insurance.
  • Employer retirement contributions: 401(k) in the United States and RRSP matching in Canada.
  • Quarterly performance reviews.
  • Career growth opportunities.

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