Account Director - CRM

Role Overview

Account Director (CRM) responsible for building and growing strategic client relationships while ensuring clients realise measurable value from their CRM investment. Acts as a trusted advisor to shape CRM strategy, drive adoption, identify growth opportunities, and oversee successful delivery across marketing, technology, and data initiatives.

Strategic Client Leadership

• Build trusted relationships with senior client stakeholders (e.g., CRM, Marketing, Digital leaders, and C-suite executives)
• Understand client business objectives, commercial priorities, and CRM maturity
• Lead strategic account planning to align CRM programmes with broader business goals
• Serve as the executive point of contact for strategic accounts

CRM Strategy

• Advise on CRM best practices across acquisition, onboarding, engagement, retention, loyalty, and reactivation
• Help clients define CRM roadmaps and transformation strategies
• Recommend improvements to customer journeys using 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 measurable ROI against agreed success metrics
• Identify risks proactively and drive mitigation plans

Commercial Growth

• Identify opportunities to expand relationships via additional products and services
• Develop account growth plans aligned to client priorities
• Lead renewals, upsell, and cross-sell discussions
• Partner with Sales to execute account expansion strategies

Project & Delivery Oversight

• Work with Delivery, Product, Engineering, and Solution Consulting to ensure successful implementation
• Ensure projects remain aligned with agreed business outcomes
• Escalate and resolve delivery risks as needed
• Maintain executive visibility across 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 from 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