Full description
<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> </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 & 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 & 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> </p>
<p></p>
<p><strong><span data-contrast="none">PEOPLE & CULTURE AT ZETA</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":0,"335559739":0,"335559740":240}"> </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="{"134233118":false,"201341983":0,"335559739":0,"335559740":240}"> </span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </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="{"134233117":true,"134233118":true,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559739":160,"335559740":240}"> </span></p>
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<p><strong><span data-contrast="none">ZETA IN THE NEWS!</span></strong><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":0,"335559739":0,"335559740":240}"> </span></p>
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