321 The Agency

Customer Success Manager

• Lead the setup, configuration, and optimization of CRM systems for new and existing clients across multiple industries.
• Design and implement comprehensive sales funnels, lead nurturing sequences, and customer lifecycle campaigns.
• Develop sophisticated segmentation strategies and automated workflows that align with client business objectives and customer behaviors.
• Create and maintain CRM integrations with third-party tools, websites, and marketing platforms to ensure seamless data flow.
• Build and manage multi-touch marketing campaigns including email sequences, SMS campaigns, and automated follow-up systems.
• Develop A/B testing strategies for campaign optimization, analyzing performance metrics to drive continuous improvement.
• Create dynamic content and personalization strategies based on customer data and behavioral triggers.
• Implement lead scoring models and qualification processes to improve sales team efficiency and conversion rates.
• Serve as the primary CRM expert for assigned client accounts, providing strategic guidance on platform capabilities and best practices.
• Conduct training sessions and workshops for client teams on CRM usage, campaign management, and performance analysis.
• Troubleshoot technical issues, optimize system performance, and recommend platform upgrades or migrations when needed.
• Collaborate with internal teams to ensure CRM strategies align with broader marketing campaigns and business objectives.
• Maintain data hygiene standards, including list management, duplicate removal, and compliance with privacy regulations.
• Create comprehensive reporting dashboards and provide regular performance analysis to clients and internal stakeholders.
• Monitor key metrics including open rates, click-through rates, conversion rates, and customer lifetime value.
• Identify opportunities for campaign optimization and revenue growth through data-driven insights.

CRM Specialist

Account Manager

• Serve as the senior lead across insurance-focused client accounts (home, auto, and related product lines), acting as their trusted partner and business advisor
• Develop and guide comprehensive digital marketing strategies that span paid media, CRM, content, and automation—with a focus on quote generation, policy sales, and customer lifetime value
• Lead high-level planning meetings, campaign reviews, and growth strategy sessions with insurance clients and internal teams
• Translate complex insurance business objectives and product portfolios into actionable digital strategies and communicate them clearly across creative, media, and development teams
• Navigate insurance industry regulations, compliance requirements, and marketing guidelines in all strategic recommendations
• Understand and optimize for insurance-specific metrics including quote-to-bind ratios, cost per policy, customer acquisition cost by product line, and lifetime value by customer segment
• Actively apply AI-driven tools and techniques to optimize campaign performance, improve personalization, and streamline workflows
• Lead digital campaign planning and audience targeting strategies across platforms including Meta, Google, LinkedIn, and YouTube with insurance-specific audience segmentation (homeowners, renters, auto insurance shoppers, bundle seekers, etc.)
• Own the development and optimization of sophisticated customer journey strategies tailored to insurance purchase behavior—from initial awareness through quote comparison, application, binding, and policy renewal
• Develop multi-touch attribution models that account for the extended consideration cycles typical in insurance purchasing decisions
• Design and execute strategies for seasonal insurance marketing opportunities (moving season, back-to-school auto insurance, weather-related home insurance awareness, open enrollment periods)
• Create targeting strategies that leverage life event triggers (home purchases, vehicle purchases, marriage, relocation, policy renewal dates)
• Define campaign KPIs, budget allocations, and messaging priorities based on insurance product goals and advanced market insights
• Oversee planning and execution of lead generation campaigns optimized for insurance quote funnels and comparison shopping behavior
• Ensure campaigns align with key performance metrics across the funnel—from awareness and quote requests to policy conversion and retention
• Create and present strategic campaign briefs, recommendations, and comprehensive post-campaign performance analysis with insurance-specific benchmarking
• Maintain deep understanding of home and auto insurance market dynamics, competitive landscape, and consumer behavior trends
• Stay current on insurance industry trends, regulatory changes, and emerging marketing best practices
• Understand insurance product positioning including coverage types, policy features, pricing strategies, and competitive differentiation
• Leverage knowledge of insurance shopping behaviors including multi-carrier comparison, quote aggregators, direct-to-consumer models, and agent-assisted channels
• Apply expertise in insurance customer personas including first-time buyers, policy switchers, bundle seekers, and renewal customers
• Develop strategies that address insurance-specific objections and decision factors (price sensitivity, coverage concerns, claims reputation, customer service quality)
• Mentor other Client Strategists and Digital Account Strategists, providing strategic insight, digital-first thinking, insurance industry knowledge, and ongoing guidance
• Partner with department leadership to improve internal digital tools, workflows, and collaboration between teams
• Lead by example in digital best practices, strategic thinking, and insurance marketing expertise
• Share insurance industry insights and best practices across the broader agency team
• Guide development of sophisticated CRM campaigns including email journeys, automations, and advanced list segmentation via tools like High Level, HubSpot, or Salesforce tailored to insurance sales cycles
• Design nurture sequences for insurance quote abandonment, policy renewal reminders, cross-sell opportunities (home + auto bundling), and retention campaigns
• Develop re-engagement strategies for lapsed policyholders and quote non-converters
• Analyze customer behavior and engagement data to provide strategic recommendations for optimization across the insurance customer lifecycle
• Identify and define high-impact opportunities to improve quote-to-policy conversion, reduce abandonment, and increase multi-policy household penetration
• Create CRM segmentation strategies based on policy type, coverage level, claims history, renewal timing, and household characteristics
• Lead creative brief development and guide internal teams on translating advanced insurance-focused digital strategy into execution
• Monitor, analyze, and collaborate to optimize campaign and account performance through advanced data-driven decision making with insurance-specific KPIs
• Track performance across all digital channels using platforms like Google Analytics, Meta Business Suite, and ad platforms with custom insurance conversion tracking
• Build and present comprehensive monthly performance reports with clear KPIs including cost per quote, quote-to-bind rate, cost per policy, customer lifetime value, retention rate, and strategic optimization tactics
• Provide actionable insights that drive continual improvement and strategic evolution based on insurance market benchmarks
• Optimize campaigns for insurance-specific conversion events including quote starts, quote completions, application submissions, and policy bindings
• Build lasting client relationships rooted in digital marketing results, transparency, forward-thinking strategy, and deep insurance industry knowledge
• Lead onboarding for new insurance accounts and projects to ensure strategic alignment and operational clarity
• Collaborate with business development to identify growth opportunities and scope new digital initiatives within insurance and related verticals
• Own revenue planning, budget tracking, and invoicing in coordination with account and project teams
• Position 321 as a thought leader in insurance marketing innovation.

Senior Client Account Strategist – Digital, Insurance Focus

Community Manager

• Monitor social media channels daily across multiple client accounts (Facebook, Instagram, LinkedIn, TikTok, YouTube, X) for comments, mentions, messages, and engagement opportunities
• Respond promptly and authentically to audience comments, questions, and direct messages on behalf of clients, maintaining brand voice and tone
• Engage proactively with followers by liking, commenting on, and sharing relevant user-generated content that aligns with brand values
• Foster positive community sentiment by building genuine connections with audience members and creating a welcoming brand presence
• Manage community interactions according to client-specific guidelines, escalation protocols, and brand voice documents
• Track response times and maintain high standards for timely, helpful, and on-brand community engagement
• Communicate with followers in a manner that builds brand loyalty, encourages repeat engagement, and creates positive brand associations

Community Management Specialist

Manager

• Lead the strategic development and hands-on execution of paid digital media campaigns across a diverse portfolio of clients, with specialized focus on insurance and business services industries
• Own the full-funnel media strategy and execution—from awareness and consideration through quote generation, application completion, policy binding, and retention
• Manage and mentor digital specialists, drive the paid media philosophy across the agency
• Execute hands-on campaign setup, optimization, and management across all major paid digital platforms
• Develop and execute high-volume lead-generation strategies focused on CPL (Cost Per Lead), CPQ (Cost Per Quote), CPA (Cost Per Acquisition), and ROAS targets
• Monitor insurance industry trends, InsurTech innovations, competitive activity, and regulatory changes that impact media strategy
• Oversee the development of robust, dynamic, and highly visual reports and dashboards to answer key business and media questions
• Collaborate with Client Success teams, project leads, and leadership to ensure media plans are executed per approved strategies

Senior Paid Digital Media Manager

Social Media Manager

• As a Social Media Manager - Insurance & Business Services Specialist at 321, you will serve as the strategic lead for organic social media across a diverse portfolio of client accounts
• You'll develop comprehensive content strategies that align with business objectives, manage editorial calendars across multiple platforms, and oversee the day-to-day execution of social media programs that drive engagement, brand awareness, and business results
• This role requires specialized expertise in insurance marketing dynamics including seasonal enrollment periods, life event triggers, policy education, claims positioning, and trust-building for financial services
• You'll bring deep expertise in social media management alongside proven ability to craft compelling narratives for insurance brands and professional services organizations
• Your strategic thinking combined with hands-on execution skills will enable you to balance creative excellence with platform best practices, compliance requirements, and business outcomes
• As part of an AI-first organization, you'll leverage intelligent tools to scale content production, optimize performance, and deliver exceptional results across a high volume of client accounts.

CRM Specialist

Senior Client Account Strategist – Digital, Insurance Focus

Community Management Specialist

Senior Paid Digital Media Manager

Social Media Manager / Content Strategist