CRM Director, London

At Digitas, we harness the power of connection to make positive impact everyday. We have a relentless focus on creating connections to help our clients' businesses grow, connecting diverse people, ideas and expertise in innovative and exciting ways.

We are making positive impact with our amazing clients, through our capabilities in Consulting, Products & Platforms, Customer Engagement and Digital Media.

Part of Publicis Groupe, and a Leader in Gartner's Magic Quadrant for Global Marketing Agencies, we're proud to work with some of the world's leading brands.

Digitas. Experience the power of connection.

Our Commitment
Digitas is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.

We are a diverse team of multidisciplinary data practitioners that help organisations create value with their data. We are made up of different disciplines from data scientists & data engineers to digital analysts, data strategists & everything in between. We believe teams made up of diverse backgrounds, ideas & experiences are important & we believe this makes us better. If this sounds like a team you would like to be a part of, read on.

Role Summary:

As Digitas we are looking to grow and expand our CRM capabilities, to bring the latest trends, approaches and solutions to our clients and their customer communications. As such, we are looking for a seasoned leader in the CRM space to become our new CRM Director.

In this leadership role you will act as not only a subject matter expert in both new business but also existing client growth. Digitas are looking for someone who can come in set the CRM vision, strategy and sell this into our clients and internal teams. This role will bring together the broad skills sets and disciplines across the agency and keep everyone moving together toward that shared vision, all focused on CRM activity.

You will have hands on experience running CRM teams, spanning from launching and deploying successful multichannel journeys as well as scaling real time, highly personalised omnichannel experiences. You will have experience leveraging the latest technology as well as AI, Data Science Models and high-quality creative approaches.

This isn't a doing role – we are looking for someone that can ensure they stay elevated and lean on their strong and capable team to deliver industry leading deliverables. For this to work, they will need strong client and internal relationships, can have difficult conversation with different stakeholders at different levels of seniority, and have effective communications with a range of skillsets.

Key aspects:

• Partner with internal and external stakeholders to deliver end-to-end CRM journey orchestration, automated personalisation & customer centric comms & experiences.
• Set the vision of what good looks like when it comes the latest CRM best practices as well as robust foundations spanning Campaign Execution, Journey Automation and true Omnichannel Targeting.
• Set advanced CRM standards ensuring all internal teams are bought in, spanning strategy, creative, data tech and more.
• Lead multi-disciplinary teams to implement and scale true omnichannel, real time, personalised customer experiences, that drive against customer KPI's
• Work with our Growth & Marketing team to build the relevant external thought leadership, marketing and partnerships
• Able to work with MarTech teams to enable the best capability to achieve the CRM & Clients objectives
• Work collaboratively with our Global colleagues to ensure global strategy compliance, shared learnings and adopting new capabilities
• Work with operational colleagues to drive process optimisations, efficiencies in team effectiveness and internal resourcing, plus clear client and internal communications.
• Along the way, you will need to look for opportunities to deliver incremental workstreams that further the client's ambitions but also deliver commercial value to Digitas...

• Has extensive hands on experience implementing, delivering and scaling complex CRM strategies.
• Will have recently been working with teams to own and operate omnichannel, real time and personalised experiences that deliver value.
• Has extensive experience of key tools and platforms that enable best in class CRM. (Braze & Salesforce is a must, other experience is beneficial)
• Has a deep knowledge of modern CRM data ecosystems that encompass real time data integrations, data science models and AI.
• Comprehensive knowledge of the ever-changing data landscape and relevant privacy and compliance regulations.
• Leadership and significant people management experience of driving teams towards a shared goal to deliver great work, stay motivated and enjoy their jobs
• You will need to be a great people leader, motivating & growing talent as well as a leading & inspiring your team to deliver robust & clever work that creates client value
• Ability to navigate a client's internal silos as well work within an agency environment. Has a track record of working collaboratively with data, teach, strategy & creative teams
• Can work at a global, EMEA and market specific level interchangeably as the need arises.
• Experienced with working with multi-disciplinary and multi-location teams, and can effectively build high performing cultures across locations.

Digitas UK has fantastic benefits on offer to all of our employees. In addition to the classics, Pension, Life Assurance, Private Medical and Income Protection Plans we also offer;

• WORK YOUR WORLD opportunity to work anywhere in the world, where there is a Publicis office, for up to 6 weeks a year.
• REFLECTION DAYS - Two additional days of paid leave to step away from your usual day-to-day work and create time to focus on your well-being and self-care.
• BENEFITS 24/7 helpline to support you on a personal and professional level. Access to remote GPs, mental health support and CBT. Wellbeing content and lifestyle coaching.
• FAMILY FRIENDLY POLICIES We provide 26 weeks of full pay for the following family milestones: Maternity. Adoption, Surrogacy and Shared Parental Leave.
• HYBRID WORKING, BANK HOLIDAY SWAP & BIRTHDAY DAY OFF You are entitled to an additional day off for your birthday.
• AGENCY DISCOUNTS, onsite gym, and discount in our Publicis-Owned Pub – "The Pregnant Man"

Full details of our benefits will be shared when you join us

Publicis Groupe operates a hybrid working pattern with employees being office-based on Mondays and two other days during the working week.

We are supportive of all candidates and are committed to providing a fair assessment process. If you have any circumstances (such as neurodiversity, physical or mental impairments or a medical condition) that may affect your assessment, please inform your Talent Acquisition Partner. We will discuss possible adjustments to ensure fairness. Rest assured, disclosing this information will not impact your treatment in our process.

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