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Account Director - CRM

London, UK

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.

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.

 

Job Description

Strategic Client Leadership

  • Build trusted relationships with senior client stakeholders, including CRM Directors, Marketing Directors, Digital Directors and C-suite executives.
  • Develop a deep understanding of each client's business objectives, commercial priorities and CRM maturity.
  • Lead strategic account planning to ensure CRM programmes align with wider business goals.
  • Act as the executive point of contact for strategic accounts.

CRM Strategy

  • Advise clients on CRM best practice across customer acquisition, onboarding, engagement, retention, loyalty and reactivation.
  • Help clients define CRM roadmaps and transformation strategies.
  • Recommend opportunities to improve customer journeys through personalisation, automation, AI and first-party data.
  • Translate business objectives into measurable CRM programmes.

Customer Success

  • Own overall client health, satisfaction and long-term success.
  • Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews.
  • Monitor adoption, utilisation and business outcomes.
  • Ensure clients achieve measurable ROI against agreed success metrics.
  • Proactively identify risks and drive mitigation plans.

Commercial Growth

  • Identify opportunities to expand client relationships through additional products and services.
  • Develop account growth plans aligned to client priorities.
  • Lead commercial conversations around renewals, upsell and cross-sell opportunities.
  • Work closely with Sales to execute account expansion strategies.

Project & Delivery Oversight

  • Partner with Delivery, Product, Engineering and Solution Consulting teams to ensure successful implementation.
  • Ensure projects remain aligned with agreed business outcomes.
  • Escalate and resolve delivery risks where required.
  • Maintain executive visibility throughout complex programmes.

Data & Insights

  • Use customer data and campaign performance to identify optimisation opportunities.
  • Present strategic recommendations based on business insights.
  • Help clients maximise value product offerings.
  • Drive a culture of continuous optimisation.

Executive Communication

  • Present confidently to executive stakeholders.
  • Facilitate strategic workshops.
  • Influence senior decision makers.
  • Produce clear executive-level recommendations and business cases.

 

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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: https://zetaglobal.com/blog/a-look-into-zetas-ergs/ 

 

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