Account Director - CRM

<p>The CRM Account Director is responsible for building and growing strategic client relationships while ensuring clients realise measurable value from their CRM investment. Acting as a trusted advisor, they work closely with senior client stakeholders to shape CRM strategy, drive adoption, identify growth opportunities and ensure successful delivery across marketing, technology and data initiatives.<br><br>The role combines commercial account leadership with strategic CRM consulting, partnering with internal cross-functional teams to deliver outstanding client outcomes and long-term customer success.</p> <p>&nbsp;</p> <p><strong>Job Description</strong></p> <p><strong>Strategic Client Leadership</strong></p> <ul> <li>Build trusted relationships with senior client stakeholders, including CRM Directors, Marketing Directors, Digital Directors and C-suite executives.</li> <li>Develop a deep understanding of each client's business objectives, commercial priorities and CRM maturity.</li> <li>Lead strategic account planning to ensure CRM programmes align with wider business goals.</li> <li>Act as the executive point of contact for strategic accounts.</li> </ul> <p><strong>CRM Strategy</strong></p> <ul> <li>Advise clients on CRM best practice across customer acquisition, onboarding, engagement, retention, loyalty and reactivation.</li> <li>Help clients define CRM roadmaps and transformation strategies.</li> <li>Recommend opportunities to improve customer journeys through personalisation, automation, AI and first-party data.</li> <li>Translate business objectives into measurable CRM programmes.</li> </ul> <p><strong>Customer Success</strong></p> <ul> <li>Own overall client health, satisfaction and long-term success.</li> <li>Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews.</li> <li>Monitor adoption, utilisation and business outcomes.</li> <li>Ensure clients achieve measurable ROI against agreed success metrics.</li> <li>Proactively identify risks and drive mitigation plans.</li> </ul> <p><strong>Commercial Growth</strong></p> <ul> <li>Identify opportunities to expand client relationships through additional products and services.</li> <li>Develop account growth plans aligned to client priorities.</li> <li>Lead commercial conversations around renewals, upsell and cross-sell opportunities.</li> <li>Work closely with Sales to execute account expansion strategies.</li> </ul> <p><strong>Project &amp; Delivery Oversight</strong></p> <ul> <li>Partner with Delivery, Product, Engineering and Solution Consulting teams to ensure successful implementation.</li> <li>Ensure projects remain aligned with agreed business outcomes.</li> <li>Escalate and resolve delivery risks where required.</li> <li>Maintain executive visibility throughout complex programmes.</li> </ul> <p><strong>Data &amp; Insights</strong></p> <ul> <li>Use customer data and campaign performance to identify optimisation opportunities.</li> <li>Present strategic recommendations based on business insights.</li> <li>Help clients maximise value product offerings.</li> <li>Drive a culture of continuous optimisation.</li> </ul> <p><strong>Executive Communication</strong></p> <ul> <li>Present confidently to executive stakeholders.</li> <li>Facilitate strategic workshops.</li> <li>Influence senior decision makers.</li> <li>Produce clear executive-level recommendations and business cases.</li> </ul> <p>&nbsp;</p> <p></p> <p><strong><span data-contrast="none">PEOPLE &amp; CULTURE AT ZETA</span></strong><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><span data-contrast="none">Zeta considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Zeta discriminate on the basis of sexual orientation, gender identity or expression.</span><span data-ccp-props="{&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><span data-contrast="none">We’re committed to building a workplace culture of trust and belonging, so everyone feels invited to bring their whole selves to work. We provide a forum for employees to celebrate, support and advocate for one another. Learn more about our commitment to diversity, equity and inclusion here: </span><a href="https://zetaglobal.com/blog/a-look-into-zetas-ergs/"><span data-contrast="none">https://zetaglobal.com/blog/a-look-into-zetas-ergs/</span></a><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><strong><span data-contrast="none">ZETA IN THE NEWS!</span></strong><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p><a href="https://zetaglobal.com/press/?cat=press-releases"><span data-contrast="none">https://zetaglobal.com/press/?cat=press-releases</span></a><span data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> <p>&nbsp;</p> <p></p>

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