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About R/GA

R/GA is a global digital innovation agency specializing in digital product development, brand transformation, media, and communications for major companies. We are on a mission to help companies grow by enabling them to change, across their business, the experience they offer and the campaigns that take them to market. 

Our work tends to be a fusion of what we call Stories and Systems: the narrative and the design, technology and the interface working together. R/GA is a brand but it's also a collective of atypical outsiders and misfits who drive everything we do through bold creativity and bright, strategic thinking.

About the role

Our Strategists work closely with media and analytics to create impactful, integrated, and measurable strategic platforms. They’re thought leaders who find the best approach to clearly present data that drives innovation. They uncover cultural insights that surface opportunities and meaning for brands, and create detailed, yet simple presentations that tell stories and provide recommendations that contribute to the strategic direction of client work.

They love to observe and understand behaviors, analyzing what surrounds them, finding insights and patterns to share with the rest of the teams. 

Here’s what you should know if you want to be a Freelance Senior Experience Strategist (CRM & Loyalty) at R/GA:

On any given day you might

  • Build CRM & Loyalty strategies, considering short, mid and long-term roadmap.
  • Defining multichannel strategy (through digital and transactional channels)
  • Data Acquisition or Enrichment strategy build, aligned with value segments definition.
  • Marketing automation strategy definition, identifying opportunities to create automated communication journeys .
  • Planning our test and learn approach, including A/B tests or best ways to show impact on brand objectives and KPIs.
  • Conduct in-depth interviews with target customers to understand their needs, pains and expectations regarding their relationship with brands, channels to interact, data privacy and/or value exchange. 
  • Design and facilitate a workshop with clients to cocreate or localize their CRM strategy.
  • Synthesize insights from myriad sources to identify the most valuable opportunities.
  • Conduct competitor and trend analysis.
  • Collaborate with Data team on Reporting, analyzing performance of CRM/media campaigns strategies, and translating results into actionable insights through a clear storytelling. 
  • User research planning and execution (user interviews, task-based observation, prototype testing, cognitive walkthroughs, etc)
  • Defining brand ecosystem strategy beyond CRM (touchpoints role, journeys, frequency, etc)
  • Work on insights to develop User Personas, Empathy Maps or Design Briefs
  • User Journey mapping.

The ideal person

  • Loves bringing together diverse teams to collaborate on an exciting challenge
  • Is adaptable and proactive, able to find the best way to solve clients’ problems without having all you might need and able to deliver innovative recommendations.
  • Has a growth mindset and an insatiable appetite for learning
  • Self-starter who can operate autonomously and is resilient in a dynamic environment.
  • Appreciates the value of data and creative thinking to inform and accelerate, bringing your strategy to life
  • Has experience working with multi-channel ecosystems to create seamless experiences across channels
  • Has an eagerness to unveil insights and generate ideas, but equally excited to roll up your sleeves to get the work done, alone or with others
  • Works with autonomy and has a high degree of personal responsibility
  • Has exceptional presentation and storytelling skills
  • Has a high level understanding of CRM tools and technologies (Salesforce Marketing Cloud)

You bring

  • 5+ years of experience in a related role, developing relationship, loyalty and membership strategies for big companies.
  • Probed experience on CRM programs/initiatives strategic development, progressive profiling and data enrichment initiatives. 
  • Being familiar with CRM platforms (such as Salesforce, Hubspot or similars) or e-mail marketing senders (like Mailchimp, emBlue, or similars).
  • A Bachelor’s degree in comms, marketing or social sciences or related fields.
  • Being Advanced in English 


No matter who you are, where you’re from, who you love, follow in faith, disability (or superpower) status, ethnicity or the gender you identify with (please do tell us your pronouns), you're welcome at R/GA. If you have any requests or requirements to support you throughout any interview process, please do let us know.