Account Director - CRM

<p>The CRM Account Director is responsible for building and growing strategic client relationships while ensuring clients realise measurable value from their CRM investment.

• Acting as a trusted advisor, they work closely with senior client stakeholders to shape CRM strategy, drive adoption, identify growth opportunities and ensure successful delivery across marketing, technology and data initiatives.

<br><br>The role combines commercial account leadership with strategic CRM consulting, partnering with internal cross-functional teams to deliver outstanding client outcomes and long-term customer success.

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Descripción del Puesto

Strategic Client Leadership

• Build trusted relationships with senior client stakeholders, including CRM Directors, Marketing Directors, Digital Directors and C-suite executives.
• Develop a deep understanding of each client's business objectives, commercial priorities and CRM maturity.
• Lead strategic account planning to ensure CRM programmes align with wider business goals.
• Act as the executive point of contact for strategic accounts.

CRM Strategy

• Advise clients on CRM best practice across customer acquisition, onboarding, engagement, retention, loyalty and reactivation.
• Help clients define CRM roadmaps and transformation strategies.
• Recommend opportunities to improve customer journeys through personalisation, automation, AI and first-party data.
• Translate business objectives into measurable CRM programmes.

Customer Success

• Own overall client health, satisfaction and long-term success.
• Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews.
• Monitor adoption, utilisation and business outcomes.
• Ensure clients achieve measurable ROI against agreed success metrics.
• Proactively identify risks an...