CRM Strategist

Job Description

ABOUT SINCH

Sinch is pioneering the way the world communicates. More than 150,000 businesses - including Google, Uber, Paypal, Visa, Tinder, and many others - rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we "Dream Big", "Win Together", "Keep it simple", and "Make it Happen". These values are our foundation!

As a CRM Strategist on our Studio team, you will shape how our enterprise clients connect with their customers through lifecycle messaging and mobile-first customer experiences. You'll bring a blend of strategic thinking, customer empathy, content sensibility, and data-driven insight to help brands communicate with clarity, creativity, and impact.

You will be deeply embedded in client challenges, uncovering opportunities to create moments of value throughout the customer journey. Sometimes your recommendations will be bold and future-focused; other times, pragmatic and iterative. In all cases, you will act as a trusted advisor to clients and a collaborative partner to Creative, Account, Analytics, and CX teams.

This role is ideal for someone who understands the power of lifecycle content, knows how messaging influences behavior, and thrives at the intersection of strategy, storytelling, and customer experience.

Your Impact & Responsibilities

• Develop content strategies for lifecycle programs across mobile messaging, RBM/RCS, SMS/MMS, email, personalized video, and conversational (2-way) messaging.
• Create messaging frameworks, audience strategies, and journey maps that align content with customer needs, stages, and motivations.
• Define content roles, tone, value propositions, and message sequencing within lifecycle flows.
• Analyze current-state customer journeys to identify friction points, opportunities for personalization, and moments where messaging can create meaningful impact.
• Partner with CSMs and Account teams to shape messaging strategies that deliver value to both the customer and the business.
• Recommend enhancements to onboarding, engagement, retention, and loyalty programs using behavioral insights and benchmarks.
• Work closely with Creative partners to translate strategy into compelling message concepts and content.
• Team with Analytics to build learning agendas, test-and-learn plans, segmentation strategies, and performance optimizations.
• Partner with Product and CX teams to align lifecycle messaging with product experience, new features, and evolving customer needs.
• Conduct and synthesize research on audience behaviors, industry trends, and competitive messaging strategies.
• Communicate insights and recommendations through crisp storytelling, clear frameworks, and compelling presentations.
• Facilitate workshops and strategy sessions that help clients align around opportunities and next steps.

REQUIREMENTS

• 5+ years of experience in CRM, lifecycle marketing, content strategy, or customer experience strategy working with enterprise brands.
• Strong background in mobile messaging, email, or other direct communication channels.
• A natural listener and storyteller who can simplify complexity and make recommendations feel actionable and inspiring.
• Comfortable working in structured frameworks but also creative and adaptable in ambiguous situations.
• A self-starter who thrives in collaborative, cross-functional environments.
• Familiar with testing methodologies (A/B, multivariate), performance signals, and how to steer optimization plans.
• Curious, customer-obsessed, and constantly seeking new insights-from qualitative research to emerging channel behaviors.

This is a remote opportunity, but candidates must reside near one of our hub locations for occasional collaboration: Atlanta, GA; Chicago, IL; San Antonio, TX; Denver, CO

OUR HIRING PROCESS

We are committed to ensuring a recruitment process that is fair, objective, consistent, and inclusive. Our approach includes structured, competency-based interviews designed to evaluate your skills, experience, and qualifications relevant to the role. At times, we may include a data-driven assessment to enhance our hiring success and identify candidates likely to excel.

We believe in a two-way process and encourage you to ask questions throughout the journey. If this role isn't what you're looking for, please explore the other opportunities listed on our career page: No matter who you are, we hope you find an exciting path forward - hopefully with us!

Benefits

• STAY HEALTHY: We offer comprehensive market competitive medical, dental, and vision plans. A variety of supplemental plans are also provided to meet your individual needs including access to telehealth for all participants.

• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.

• SECURE YOUR FUTURE: Plan for your future with our Roth and Pre-tax 401(k) options including an employer match for all participants.

• TAKE A BREAK: Enjoy a generous paid time off program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.

• PUT FAMILY FIRST: We know that families can be built in a variety of ways; therefore, we offer paid parental leave and family planning support.

• WORK WHEREVER: Our flexible remote work offerings allow you to work wherever you are the most productive and successful. It is what you do, not where you work, that matters.

• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.

The annual starting salary for this position is between $120,000 - $150,000. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications. This role will be accepting applications until December 12, 2025 at a minimum. Please note that the application timeline may be flexible to accommodate a comprehensive candidate evaluation.