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.

To further accelerate this ambition, we are seeking an experienced and visionary Vice President, Director, Connections Strategy, CRM to join our growing team. This leader will combine hands-on expertise in CRM 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 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 your comprehensive marketing, MarTech, and CRM expertise will be essential to helping clients create a vision across their owned channels. You will inspire and guide clients as they become mature, advanced, data- and AI-wielding, customer-centric beacons of addressable relationships.

You’ll demonstrate an intimate understanding of how to communicate across a consumer’s lifecycle in order to drive incrementality and business growth. 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 Excellence

• Craft strategic direction in CRM for clients by mapping consumer experience/ lifecycle journeys to identify high-impact moments for brands to connect, build loyalty and drive desired behavior.
• Lead the analysis on how consumers interact with CRM communications through research and rigorous data analysis of performance data and segmentation insights
• Apply and optimize agency frameworks, playbooks, and toolkits for CRM excellence.
• Ensure that innovation is a key part of your work processes by piloting new technologies, tools, and approaches.

• Champion the use of data, and leverage 0P, 1P and 3P insights to activate strategies across addressable channels that meet and anticipate customer needs, partnering closely with data teams to create and evolve audience learning agendas
• Evaluate CRM maturity and opportunities for driving desired behavior and increasing incremental customer 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

Proactive and Responsive Client Partnership

• Anticipate client needs and industry shifts, proactively providing strategic counsel and innovative solutions that address emerging challenges and opportunities before they arise.
• Lead internal workshops and planning sessions, translating business goals into actionable CRM strategies.

• Build client relationships 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.

Cross-Capability Collaboration

• Partner with relationship leads, creative strategists, and cross-functional teams to translate communications plans into CRM programs that deliver on business goals.

Got the sparkle? Apply if you believe your unique skills are a fit.

Qualifications

This crucial role requires a depth of expertise (10-15 years), 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 in leveraging data driven segmentation to build customer centric strategies
• A CRM expert who understands how data and technology enable personalization at scale
• A strong analytical thinker and translator with exceptional research dexterity, to uncover the data and insights that drive strategic communications planning and implementation
• A cross-channel thinker with exceptional knowledge of CRM, who is adept at innovative channel selection and role definition that creates the synergy between conceptual ideas and the possibilities of execution
• A creative partner who can brief teams on the job to be done for each channel and own the vision for how the holistic system will come together
• A team leader and relationship builder who can provide an authoritative point of view with senior clients, while fostering partnership and collaboration with all levels of the agency and its partners
• An approachable manager with a strong history of team oversight and talent development; known for an ability to coach, educate and grow junior talent
• Excellent relationship skills able to work with cross-functional teams and has a service-oriented mindset
•  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