CRM Senior Strategist (Contract)

About 321 the Agency

321 the Agency is a technical creative agency specializing in brand development, content creation, social media management, paid digital marketing, and website design/development. We serve clients across travel/tourism/hospitality, home services, healthcare, legal services, and entertainment industries. Our unique positioning as a technical creative agency means we don't just design campaigns—we build and implement the underlying infrastructure that makes them work, particularly in regulated industries where compliance and technical expertise are critical.

Position Overview

We're seeking a contract CRM Senior Strategist to lead a client relationship for the duration of the remaining project (ending estimated February 28, 2026) and strategic implementation of complex CRM systems. This contract role requires someone who can bridge the gap between technical capability and client needs, managing both the client relationship as primary point of contact and collaborating with our technical team to deliver sophisticated CRM solutions. You'll work directly with a legal services clients for whom CRM infrastructure is mission-critical to business operations.

Key Responsibilities

Client Leadership & Strategic Direction

• Serve as primary point of contact for assigned client, managing day-to-day relationships and setting strategic direction
• Translate business objectives into comprehensive CRM strategies that drive measurable results
• Lead discovery sessions, requirements gathering, and solution design workshops
• Manage client expectations throughout implementation and optimization phases
• Develop and present strategic recommendations backed by data analysis and industry best practices
• Identify opportunities for CRM optimization, automation, and enhanced customer engagement

Technical Platform Expertise

• Design and architect solutions using High Level and similarly complex CRM platforms
• Evaluate platform capabilities and make informed recommendations on technical approach
• Configure advanced automations, workflows, and integrations that align with business goals
• Ensure solutions meet industry-specific compliance requirements (HIPAA, data privacy regulations)
• Stay current on platform updates, emerging capabilities, and CRM industry trends

Team Collaboration & Oversight

• Oversee and actively collaborate with CRM Architect Specialist on technical implementation
• Provide strategic guidance and quality assurance on technical solutions
• Foster collaborative problem-solving approach between strategy and technical execution
• Mentor team members on client management and strategic thinking
• Coordinate cross-functional collaboration with creative, content, and paid media teams

Project Management & Delivery

• Develop project plans, timelines, and success metrics for CRM implementations
• Manage scope, budget, and timeline expectations with clients
• Conduct regular check-ins and status updates with stakeholders
• Identify and mitigate project risks proactively
• Ensure deliverables meet quality standards and client requirements

Required Qualifications

• 8-10 years minimum of experience in CRM strategy, marketing automation, or related digital marketing technology roles
• Proven expertise with High Level and other complex CRM/marketing automation platforms (HubSpot, Salesforce Marketing Cloud, Marketo, ActiveCampaign, or similar enterprise-level systems)
• Strong track record of managing client relationships as primary point of contact, including handling difficult conversations and managing expectations
• Demonstrated ability to translate business requirements into technical CRM solutions
• Experience managing or collaborating with technical specialists and development resources
• Deep understanding of customer journey mapping, lifecycle marketing, and segmentation strategies
• Knowledge of data privacy regulations and compliance requirements (particularly HIPAA for healthcare clients)
• Excellent presentation and communication skills with ability to explain complex technical concepts to non-technical audiences

Preferred Qualifications

• Experience working in an agency environment
• Background serving clients in regulated industries (healthcare, legal, financial services)
• Familiarity with API integrations, webhooks, and custom development requirements
• Experience with self-hosted CRM infrastructure and technical considerations
• Project management certification (PMP, Agile, Scrum)
• Platform-specific certifications (High Level, HubSpot, Salesforce)

What Makes You Successful in This Role

• Strategic thinker who sees the big picture while managing tactical details
• Client-focused with natural ability to build trust and manage relationships
• Technically proficient but able to communicate clearly with non-technical stakeholders
• Collaborative leader who elevates the team around you
• Problem solver who thrives on complex challenges and finding creative solutions
• Adaptable and comfortable working in a fast-paced agency environment
• Detail-oriented with strong organizational and project management skills

Contract Details

This is a contract position with the potential for extension based on project needs and performance. We're looking for someone who can start immediately and commit to working collaboratively with our team to deliver exceptional results for our clients. This contract is expected to continue through February 28, 2026 but may be extended based on continuing client work. This role is anticipated at 20-25 hours per week.