ECCO Select · 18 hours ago
Senior MarTech & CRM Engagement Lead #10948
Stamford, CT
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expECCO Select is seeking a Senior MarTech & CRM Engagement Lead to serve as an embedded consulting and technology partner within the client’s digital leadership team. The role focuses on modernizing service communications and CRM capabilities while enhancing customer experience through strategic recommendations and collaboration with client stakeholders.
Information ServicesInformation Technology
Responsibilities
Serve as the primary engagement lead and CRM/MarTech capability expert, advising the client’s leadership on service communications modernization and platform strategy
Develop a deep understanding of the client’s CRM, communications platforms, data flows, orchestration logic, and operating model, identifying gaps and opportunities for improvement
Lead and contribute to CRM and service communications audits, assessing tools, platforms, arbitration logic, governance, and activation workflows
Provide strategic recommendations for platform optimization, orchestration, suppression, sequencing, and scalability across service communications
Partner with the client’s technology and development teams to support the implementation of new communications strategies, workflows, and operating models
Collaborate with CX strategy, service design, and UX partners to identify customer journey collisions, over-communication, and breakdowns across channels
Apply human-centered design and journey thinking to ensure CRM and MarTech solutions improve clarity, trust, and customer outcomes
Translate customer and business needs into execution-ready platform and process recommendations, not just conceptual experience ideas
Act as a trusted, embedded advisor to client stakeholders, connecting strategy to execution across teams
Partner with a dedicated XD Lead, Creative Lead, and Delivery Lead, serving as the MarTech and CRM strategy owner while ensuring alignment across experience design, creative execution, and delivery
Align internal teams and client partners around shared priorities, decision frameworks, and outcomes
Drive adoption of best practices, ways of working, and governance models, transferring knowledge and methodologies to client teams
Ensure delivery of high-quality, outcome-driven work, aligned to business objectives and service KPIs
Qualification
Required
8+ years of experience in MarTech, CRM consulting, digital transformation, or platform strategy roles
Proven experience leading enterprise CRM or service communications transformations, ideally in complex, regulated, or high-scale environments
Strong understanding of CRM and communications platforms (e.g., Salesforce, Adobe, Braze, AWS Pinpoint, Twilio, SFMC, or similar)
Experience with journey orchestration, arbitration logic, suppression rules, activation workflows, and governance
Ability to assess and modernize platform operating models, not just individual tools
Working knowledge of CX strategy, journey mapping, and human-centered design principles
Ability to partner effectively with UX, CX, and service design teams
Consulting mindset with the ability to connect business strategy, technology, and customer outcomes
Strong executive presence with experience presenting to and influencing senior leadership
Comfortable operating as an embedded engagement lead within a client organization
Company
ECCO Select
ECCO Select is an information technology and services company.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jeanette Hernandez Prenger
Founder and CEO
Company data provided by crunchbase