SVP, CRM & Customer Strategy

Company description

A division of Publicis Groupe, Publicis Digital Experience is a network of top-tier agencies designed to develop capabilities and solutions to enable growth and provide scaled access to the digital capabilities of Publicis Groupe in service of our clients. Together, the Publicis Digital Experience portfolio endeavors to create value at the intersection of technology and experiences to connect brands and people.

Our model to transform every brand experience will help clients navigate, develop, and activate commerce in a way that will provide them with a future-proof model for modern marketing. With our unique expertise in consumer engagement, CRM, and commerce, Publicis Digital Experience powers brands and empowers people in a new era of creativity. An ever-changing landscape and the need for fluid thinking is just part of our problem-solving nature.

Which means we're untethered from any specific medium or method-we go where ideas will work best.

We are an expanding network of more than 7,000 employees across global offices, unified under the Publicis Digital Experience umbrella. Our portfolio includes agency brands such as Razorfish, Digitas, Mars United Commerce, Arc Worldwide, Saatchi & Saatchi X, Plowshare and 3

Share. Our capabilities span the full customer journey-from creative and experience to Commerce and CRM-through specialized practices like Connected

CRM and the Publicis Commerce.

Overview

We're seeking a visionary leader in CRM and Customer Strategy for our agency's growth incubator, a dynamic team at the forefront of new business, innovation, and industry thought leadership. You will redefine what growth leader means by being an Engagement Architect, pioneering the use of identity, data, and AI to redefine how we connect brands and customers.

Responsibilities

New Business Leadership:

* Serve as the senior CRM and customer strategy expert in high-profile pitches and new business pursuits.

* Architect and present AI-powered, insight-driven solutions that win new business and drive client transformation.

Solution Development &

Innovation:

* Design and pilot innovative CRM products, frameworks, and service offerings that differentiate the agency in the marketplace.

* Identify and implement next-generation CRM offerings, platform integration, and data partnerships to elevate client CRM programs.

Thought Leadership:

* Represent the agency at industry events, panels, and client forums; publish POVs on AI, CRM, and the future of engagement.

* Mentor and inspire internal teams on AI best practices, prompt engineering, and customer-centric thinking.

Strategic Client Consulting:

* Advise clients on CRM transformation, AI adoption, journey orchestration, and dynamic personalization at scale.

* Translate complex business challenges into actionable, measurable, and AI-optimized CRM strategies.

Team Leadership &

Collaboration:

* Build and nurture a high-performing team of strategists, analysts, and AI solution architects.

* Foster a culture of innovation, experimentation, and continuous learning.

Qualifications

* 15+ years in CRM, customer strategy, or data-driven marketing, with agency or consultancy experience preferred.

* Demonstrated expertise in CRM platforms, data & segmentation, AI-driven personalization, and marketing technology

* Proven success leading innovative CRM and engagement solutions, across all channels for major brands.

* Exceptional communicator and storyteller, comfortable in C-suite environments and pitch rooms.

* Thought leader in AI, customer engagement, and digital experience.

* Inspirational team leader with a collaborative, entrepreneurial spirit.

Additional information

The Power of One starts with our people! To do powerful things, we offer powerful resources. Our best-in-class wellness and benefits offerings include:

* 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

The benefits offerings listed are available to eligible U.S. Based employees, are reviewed on an annual basis, and are governed by the terms of the applicable plan documents.

Publicis Digital Experience is an Equal Opportunity Employer. Our employment decisions are made without regard to actual or perceived race, color, ethnicity, religion, creed, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, childbirth and related…