Cheil KSA · 1 month ago
Executive Director, CRM
Plano, TX
Full-time
Hybrid
Director/Executive
15+ years expCheil Worldwide is the 11th-largest creative agency in the world, and they are seeking an Executive Director, CRM to define, build, and scale the agency’s CRM discipline. This role involves overseeing a multidisciplinary team to deliver modern, data-driven CRM programs that meet clients’ goals for personalization, speed, and agility.
Marketing & Advertising
Responsibilities
Lead CRM strategy that maximizes long-term customer value, leveraging customer data structures, segmentation models, and full-funnel lifecycle insights
Develop data-driven CRM strategic frameworks that go beyond short-term KPIs (open/click/conversion) to focus on retention, repurchase, and LTV growth
Design integrated lifecycle programs covering acquisition, onboarding, cross-sell, loyalty, and win-back journeys
Partner with analytics to define meaningful KPIs, attribution models, and predictive insights to guide optimization
Oversee end-to-end CRM operational delivery with a mandate for fast, accurate, and zero-defect execution
Govern omni-channel CRM execution across email, mobile push, web push, SMS/MMS, RCS, WhatsApp, and personalized web experiences
Lead operational excellence using deep platform expertise across Adobe Campaign (including RT-CDP), Salesforce, Braze, and third-party martech solutions
Establish governance, QA standards, workflow models, and automation templates that increase efficiency and reduce operational risk
Ensure scalable architecture for triggers, real-time events, personalization logic, and data integrations
Lead development of CRM-specific creative briefs that translate data insights into actionable communication strategies
Guide creative teams to develop modular, personalized, channel-appropriate assets that drive engagement and conversion
Ensure messaging aligns with lifecycle needs, behavioral motivations, and real-time customer context
Champion consistent brand storytelling across all CRM touchpoints
Build, lead, and scale a high-performing CRM discipline within the agency with clearly defined roles, capabilities, and growth pathways
Establish CRM methodologies, operating models, and best practices that drive consistency, efficiency, and excellence
Create a culture focused on innovation, agility, collaboration, and continuous learning
Help recruit, develop, and retain top talent
Collaborate with global network on CRM strategies, standards, and execution frameworks
Promote cross-office knowledge-sharing and capability building to accelerate learning and ensure consistency at scale
Partner with global counterparts in strategy, creative, media, tech, and analytics to develop unified CRM approaches that adapt to local market needs
Architect CRM programs that deliver personalization at scale, using segmentation, dynamic content, behavioral triggers, and rich customer data
Establish agile operating models that drive fast, efficient development, testing, iteration, and deployment across channels and audience segments
Build modular content systems, automation templates, and repeatable frameworks that increase speed-to-market and reduce production overhead
Ensure strategy and creative are grounded in data-driven insights, backed by smart technology, and aligned with performance goals
Partner with analytics to define KPIs, measure performance, and optimize customer journeys for continuous improvement
Lead strategic conversations with senior and C-suite stakeholders
Translate business objectives into CRM strategies and activation plans that emphasize personalization, agility, and measurable impact
Identify opportunities for CRM expansion—new channels, data integrations, innovation pilots, and scaled programs
Lead integrated teams across creative, strategy, analytics, media, technology, and operations to ensure cohesive and modern CRM experiences
Ensure creative development supports modularity, personalization, brand consistency, and channel best practices
Champion a test-and-learn culture to accelerate insights, inform optimization, and fuel continuous improvement
Oversee global governance structures that ensure quality, consistency, and operational rigor
Represent CRM in agency-wide planning, thought leadership, capability development, and global business strategy
Lead CRM components of new business pitches, global RFPs, and client roadmap development
Contribute to annual budgeting, forecasting, and resource planning to scale CRM capabilities
Serve as the agency’s senior voice on CRM trends, innovation, and emerging martech opportunities
Qualification
Required
15+ years in CRM, lifecycle marketing, or customer strategy, with experience in senior leadership roles
Proven track record building or scaling CRM teams and disciplines in an agency or organization
Deep expertise in CRM strategies, personalization, segmentation, automation, and omni-channel activation
Proven experience leading CRM strategy and operations using platforms such as Adobe Campaign (incl. RT-CDP), Salesforce Marketing Cloud, Braze, or similar
Strong proficiency in project-management processes and tools (Adobe Workfront, Jira, Confluence), with the ability to enforce operational governance, workflow discipline, and cross-functional alignment
Strong understanding of creative strategy for CRM, modular content systems, and channel-specific best practices
Demonstrated ability to design and scale CRM organizations and cross-functional workflows
Exceptional client leadership, communication, and team-building skills
Experience driving CRM transformation in large enterprise or agency environments
Strong partnership experience with technology and development teams on martech implementations and data infrastructure
Exceptional communication, client leadership, and cross-functional collaboration skills
Passionate, positive, and solution-oriented
Open to travel, extended hours, and weekend work as necessary
Greater Dallas area proximity required: This is a hybrid position. The agency is located in Plano, Texas, a suburb of Dallas. The ideal candidate must be able to regularly meet with local clients and be available for in-person leadership activities as needed
Company
Cheil KSA
Cheil KSA is now considered a full-service marketing agency based in Riyadh, Saudi Arabia.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase