Vice President Director, Connections Strategy (CRM)

Company Description

Digitas is the Networked Experience Agency, built on the vision that we create magnetic experiences that earn the right for brands to exist in human networks. Today, and tomorrow. We deliver Networked Experiences by leveraging comprehensive data, technology, creative, media and strategy capabilities. Digitas delivers ambitious outcomes via unique solutions that include Creative Experiences, Integrated Media, Addressable Relationships, Social Marketing and Total Commerce. Celebrated by AdAge as Data and Insights Agency of the Year, U.S Campaign’s Brand Experience Agency of the Year, Media Network of the Year and celebrated by Forrester and Gartner, Digitas serves the world’s leading brands through a global network comprised of more than 5,500 employees across over 65 offices in 43 countries.

The Digitas culture is made up of fearless, inventive and generous Unicorns of all kinds.

Overview

We pride ourselves on connecting the dots across a brand’s ecosystem: we are full service with modern creative & media, data, and technology services all under one roof.  At the heart of our company are great people that we call Unicorns. Our Unicorns are open, bold, and curious and love to solve complex problems for clients in unique ways. We are unified by a shared ambition to inspire ideas that move people.

This role sits within our Solutions group, which identifies and codifies unique solutions to solve our client’s problems. We craft partnerships for Digitas with platform partners and vendors to differentiate in the market with unique services. We supercharge addressable relationships with networked experiences.

To further accelerate this ambition, we are seeking an experienced and visionary Vice President, Group Director, Connections Strategy (CRM & Loyalty) to join our growing team. This leader will combine hands-on expertise in CRM and Loyalty program development with the ability to set and scale strategy, inspire teams, and serve as a senior advisor to our clients. You will be responsible for ensuring best-in-class CRM and Loyalty solutions, building our agency’s strategic frameworks, and elevating our people and our work across the board.

Sound like you? Read on.

As VP/Director, Connections Strategy focusing on CRM and Loyalty, you’ll demonstrate an intimate understanding of how to communicate across a consumer’s lifecycle in order to drive brand love. You’ll give guidance to creative and operations teams about best practices in the space, sharing trends and thought leadership, and you’ll be able to craft strong and persuasive stories about the benefits of connected identity, orchestrated marketing, personalization, and fuel it all with macro and micro insights.

Job Responsibilities

Day-to-day, your role will concentrate on guiding strategy across key accounts while delivering industry-leading service, which includes:

Strategic Leadership

• Set the vision and strategic direction for CRM & Loyalty across a portfolio of clients and agency initiatives.
• Develop, refine, and scale agency frameworks, playbooks, and toolkits for CRM & Loyalty excellence.
• Inspire innovation by evaluating and piloting new technologies, tools, and approaches (e.g., AI-driven personalization, advanced analytics, loyalty models).

• Champion the use of data and partner with data scientists to guide the activation of data-driven segmentation insights
• Inspire and reimagine the activation of data-driven (0P, 1P,3P) insights and maximize the use of marketing technology to activate strategies across addressable channels that meet and anticipate customer needs
• Evaluate CRM maturity and opportunities for improving lifetime value
• Envision the design of orchestrated systems of brand communications, partnering with integrated marketing and creative teams to bring customer-centric experiences to life
• Reveal consumer motivations to influence a brand’s messaging strategies, and establish a compelling value exchange for brands looking to build relationships with their known customers

Senior Client Partnership

• Serve as strategic advisor to senior client stakeholders, guiding holistic customer experience transformation.
• Lead senior-level workshops and planning sessions, translating business goals into actionable CRM & Loyalty strategies.
• Proactively identify and solve for client needs, industry trends, and market shifts.

• Lead senior-level client workshops, from crafting a client’s strategic vision to defining strategic frameworks, to building a prioritized set of customer experiences
• Build senior-level client relationships; providing guidance on their competitive threats and evolving consumer behaviors to guide their teams toward the next generation of holistic brand experience solutions that drive business impact

• Support business development efforts and delivering high-quality and compelling recommendations

Agency Thought Leadership & Growth

• Author thought leadership and contribute to agency knowledge sharing on CRM, Loyalty, and marketing innovation.
• Steward agency culture—modeling values, supporting DE&I, and promoting collaboration and creativity.

Collaboration and Mentorship of Agency Talent

• Partner with cross- capability leaders at a matrixed organization to translate the holistic communications plan into innovative CRM programs, resulting in smartly-mapped marketing tactics that deliver on stated goals 
• Manage the development of a team of supporting strategists; inspiring and leading direct reports and extended partner, and guiding the quality of agency output and its impact

Qualifications

This pivotal role requires a depth of expertise (12+ years; min 4-year college degree, Master s preferred or equivalent), including a track record of impactful work experience and professional ingenuity – which means you are:

• A digital media-savvy marketer and passionate problem-solver with the unstoppable drive to inspire teams and bring the best work to life, based on your expertise with omni-channel media orchestration
• A proven track record leading teams and innovative CRM or Loyalty solutions leveraging mature MarTech stacks, including orchestration, messaging and loyalty platforms (Salesforce, Adobe or Braze preferred)
• A cross-channel thinker with exceptional knowledge of CRM or Loyalty, who is adept at innovative channel selection and role definition that creates the synergy between conceptual ideas and the possibilities of execution
• A strong analytical thinker and translator with exceptional research dexterity, to uncover the data and insights that drives strategic communications planning and implementation
• A creative provocateur and persuasive storyteller who is endlessly curious and questioning with a keen ability to shift perspective as well as illuminate powerful insights and creative potential through data and narrative
• A marketer who understands how data and technology enable personalization at scale and is skilled at working in highly matrixed organizations to bring this to life
• A proven leader and relationship builder who can provide both an authoritative presence with executive-level clients while fostering partnership and collaboration with all levels of the agency and its partners that will drive growth
• An approachable manager with a strong history of team oversight and talent development; known for an ability to coach and grow talent, providing vision and bringing people along
• An all-around seasoned professional with exceptional communication, organizational and time management skills, and the flexibility to adapt quickly to change
• Familiarity with prompt-based interaction and commonly used generative AI tools (e.g., ChatGPT, Google Gemini, DALL·E, Midjourney) is a plus, especially for tasks like ideation, research, or content generation.

Apply if you believe your unique skills are a fit. We’d love to hear from you.

Additional Information