Responsibilities

• Define the strategic vision, business goals, and success metrics for enterprise CRM programs to drive client growth and guide strategy development and execution.
• Create CRM strategies that sit at the intersection of Customer Engagement, Business, Technology, Big Data, and Content to strengthen customer relationships.
• Lead design, management and deployment of CRM Operations, with experience of leading CRM martech stacks and their capabilities
• Drive measurable business growth through integrated customer engagement strategies spanning both owned (email, SMS, app, web) and paid (social, programmatic, addressable) channels.
• Lead CRM strategy for new business pitches, collaborating across teams to deliver innovative, tailored proposals that meet client needs.
• Cultivate trusted, collaborative relationships with client stakeholders at all levels, especially C-level executives, acting as a strategic advisor.
• Understand client business models, strategic priorities, and industry dynamics to identify CRM opportunities aligned with growth.
• Proactively identify and steward incremental growth opportunities through forward-looking strategies and program recommendations.
• Translate strategy into executive-ready presentations, roadmaps, and business cases that resonate with client leadership.
• Develop deep insights into consumer behavior by leveraging 0P, 1P, 2P and 3P data, research, and behavioral analytics.

Requirements

• 15+ years driving growth in CRM strategy and operations, with a confident executive presence and a track record of leading cross-functional, high-performing teams.
• Builds strategies leveraging 0P, 1P, 2P, and 3P data to deliver on business KPIs, set vision, and drive large-scale change in complex client environments.
• Deep experience across email, push, SMS, web, direct mail, and integrating owned channels with media and social; skilled in leading with platforms like Salesforce, Adobe, Braze, and Epsilon.
• Develops actionable insights from research, behavioral data, and measurement tools, combining strong analytical rigor with creativity to optimize performance and engage audiences.
• Trusted advisor to C-level stakeholders, shaping high-stakes decisions, unlocking opportunities, and leading global, multi-agency pitches with a proven record of winning outcomes

Benefits

• Paid Family Care for parents and caregivers for 12 weeks or more
• Monetary assistance and support for Adoption, Surrogacy and Fertility
• Monetary assistance and support for pet adoption
• Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance
• Tuition Assistance
• Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more
• Matching Gifts programs
• Flexible working arrangements
• ‘Work Your World’ Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)
• Business Resource Groups that support multiple affinities and alliances